Excellent Conversations Delight Customers

Balto powers up your agents to perfect every conversation. Get better customer experiences in just 45 days.

Make Lasting Impressions on Every Call

Balto teaches your agents to listen, empathize, and ask the right questions on every call.

  • Balto’s Dynamic Prompts show agents key phrases and questions, exactly when they need them
  • Notifications remind agents to talk less and deescalate tricky situations
  • Real-Time Coaching allows instant manager intervention for calls trending negative

Deliver Great Service Faster Than Ever

No more long call times or callbacks while agents search for information. Guide your agents to take control from “hello” to “goodbye”.

  • Dynamic Prompts show agents the answers to customer questions, avoiding holds and transfers
  • Notifications train out bad habits right in the moment
  • Sticky Notes distribute product updates and information to every agent instantly

Cut the Guesswork out of Customer Service

No more relying on your gut alone. Track the results of every call and instantly scale what’s making customers happy.

  • Balto’s Win Rate Analysis lets you test phrases against each other and automatically shows reps the winning option
  • Real-Time QA scores 100% of calls and allows managers to understand the root causes of low call quality

“BALTO KEEPS EVERYONE CONSISTENT”

Drive real business outcomes with Real-Time.

Increase in CSAT

Faster Ramp Time

Faster Handle Time

Agent Customization

Harness the best of agent ingenuity through Balto’s agent customization features.

Agents can make each call their own by customizing the Balto app with different colors, animations, and themes, including night mode. 

Agents can try out different talk tracks to highlight their individual strengths. Balto rewards creativity by scaling successful variations out to the rest of the team so you can share what works at the push of a button. 

Crowdsource Best Practices

Consumer needs are always changing – and so should your talk track

Balto’s AI takes the guesswork out of scaling your talk track and helps you stay ahead of the curve by crowdsourcing what works, testing it out, and making recommendations on how you can strengthen your calls.

Gamification

Work doesn’t always have to feel like work.

Motivate your agents with Balto’s gamification features, including targeted challenges and badges that create powerful engagement opportunities. 

Give your agents instant in-app rewards for improving the skills that impact business outcomes. With leaderboards, challenges, badges, and more, you can delight agents with virtual encouragement for a job well done.

Take Customer Experience to New Heights

See immediate CX improvements with lightning-fast installation and onboarding. Scale perfect conversations with Real-Time Guidance.

Here’s How Teams Use Balto

Reps Get Guidance on the Side of Their Screen

  • The Smart Checklist shows reps key talking points
  • Dynamic Prompts show reps phrases and questions when they need them most
  • Notifications discourage bad habits
  • Live Chat lets reps chat with managers to get immediate guidance for critical calls

Managers Coach and Analyze Data in Real-Time

  • Scale ideal conversations to all reps with Balto’s Playbook Designer
  • Set up alerts for key moments on calls and coach via Live Chat with Real-Time Guidance
  • Dig into real-time data with Reporting and QA Scores

Quality Assurance Monitors Quality and Drives Improvement

  • Set up scorecards and weighted criteria with Real-Time QA
  • Identify what’s driving low or high scores with Real-Time Scores
  • Measure long-term quality trends and coaching effectiveness with Reports

Accuracy

Faster Customer Service

on G2 from 350+ Reviews

No-Code Installation

Record-Breaking 94% Customer Satisfaction

Using Real-Time Guidance, this Balto customer pushed CSAT scores to 94% — while still having faster handle time by 90 seconds.

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