Seismic Learning Practice

This has made training a lot easier with our team because we are able to use real life questions from customers and practice without spending a lot of time coming up with questions on our own. It is pretty basic so it does require a bit of organization for the trainer's part but once you have that in place it is easy to use.

The practice with this app was definitely helpful on training new employees and seeing real customer inquiries. I do think that there should be more functionality, such as being able to apply macros, seeing a full back and forth conversation in a ticket, or perhaps not showing the agent's real response at first, but being able to show the response as the solution so it doesn't fall 100% on the grader. All in all, everything worked pretty well!

Due to the complexity of our company's ZenDesk suite, the Lessonly practice app allows new hires to get their feet wet and practice responding to different scenarios sooner in the training process. Love how easy it is easy to migrate tickets right over to our Lessonly account, too! Looking forward to seeing what added functionality we'll have in the future.

The app is easy to use and it's been helpful to get agents comfortable with completing zendesk tickets that only require a typed response. It would be great if you could fully see full tickets. As an example, I would like my new agents to listen to a voice call in practice and than answer questions based on what they hear. Currently you are limited to just a chat view and reply. It should be completely integrated with having them view ticket drop-downs and anything else that is visible in zendesk itself.

This app is easy to set and and very intuitive to use. It allows our reps to get lots of practice and feedback during training. We also get more valuable insights into how new hires are acquiring skills. It's been great to see that our CX team is more confident working with our customers!