Features / Training Wheels
Training Wheels helps you train and onboard agents — and carry out continuous QA — so you can consistently deliver high-quality, impactful responses.
Training Wheels helps your agents to build their confidence and knowledge by automatically setting a percentage of their ticket responses to be reviewed by an experienced team member. The team member can then provide feedback on the proposed response, empowering your agents to continuously learn by doing, and ensuring that your customers always receive high-quality responses.
Get new agents up to speed more quickly by streamlining training for easier onboarding. With a solid review system in place, you can quickly transform new hires into productive, problem-solving agents by giving them real-world experience from day one.
Be confident that your team is delivering consistently high-quality, impactful responses — even when agents are in training.
Build a comprehensive review process directly into your workflow to save time and increase productivity.
New agents can quickly learn the company tone of voice, writing standards, and technical terminology to stay on-brand in their responses.
For agents who are dotted around the globe, you can easily give feedback on their customer responses without needing to be in the same room.
Ensure customers continuously receive consistent and proactive support by helping your agents to craft empathetic responses and learn how to negotiate difficult demands.
If agents aren’t hitting the mark with their responses, guide them on how to give the customer the answer they’re looking for — so that your Happiness Ratings are always great and you’re exceeding customer expectations.
Set up a peer review system so that team members can review each other’s responses to ensure they’re constantly learning from each other.
Help your team to develop their communication and problem-solving skills by reviewing customer interactions and providing constructive feedback on how to improve.
Encourage agents to develop professionally by reviewing customer interactions and providing feedback on how to effectively communicate — especially if it’s a tricky topic.
One central place to manage communications with transparency and accountability — helping you to deliver unforgettable customer support.
