Assembled

“Assembled was the only platform that blends these functions in a single platform. I can make a business decision – do I want to temporarily hire an extra 50 people for the 8 day prime day spike? Having Assembled (WFM and AI) gives me so much more agility and means I don’t have to go through that headache.”

“Sometimes I’d mention something in passing, and the next day it was in the product.”

“In our weeklies, I’d bring a long list of feedback and the team was always receptive and even thankful for the insights, and it never felt like lip service — they delivered,”

“The team loves not having to write documentation from scratch. Everyone uses Copilot now because of the wrap-up feature.”

“We use customer feedback as a roadmap of what we need to improve in our product and in our help center,”

“When we first launched, the accuracy was around 40%. Today we are consistently in the 90s.”

“We QA every single chat and automated email response in Assembled.”

“The thing we loved about Assembled when we initially met the team is that we felt that they would really partner with us and build with us. And that has definitely proven to be the case,”

“Assembled’s Solutions Team ensured that we had trustworthy data and really took the time to invest in a stellar partnership. They were available to answer any question or work through any technical issue.”

“We quickly realized Thrasio and Assembled are very like minded. It didn’t feel like a formal client relationship — it felt like we were working with someone we already knew.”

“Happier agents mean happier customers. Assembled is helping us fuel this cycle.”

“Spreadsheets told agents where to be, but that’s it. Assembled gives them the critical information they need to start their day without confusion or resentment. They can also go in and easily request time off or changes to their schedule in Assembled.”

“Not having to check 12 different agents’ calendars to schedule has been great, since the Google Calendar sync does it for me. And Assembled's templates make it easy to copy, paste, and edit schedules in bulk.”

“Even though Tymeshift integrated with Zendesk, it was buggy. Worst of all, our agents felt like they were being watched because of how adherence worked. Tymeshift created a really weird dynamic on our team, where agents felt managed by the tool.”

“Even though Google Sheets seems easy, it’s still really painful. For me, it was incredibly manual and time-consuming. And for agents, it felt like a one-way dialogue, where we were just telling them where they needed to be, without context on why we made those decisions.”

“We saw Assembled as a trustworthy system, not just a set of spreadsheets, that was going to help us staff for today and forecast for tomorrow. It also helped that the Assembled team really knew how CX worked because they had been in our shoes.”

“Assembled’s reporting—from the agent scorecard to productivity metrics—definitionally aligns with our philosophy here at TaskRabbit. Supervisors and agents can set goals based on productivity really easily! It’s so nice to see all of our reporting in one place, with exports being a thing of the past!”

“If I need to schedule a meeting on 100 agents’ calendars in Assembled, I can knock that out in 30 seconds. This is a huge timesaver for us.”

“We love adherence in Assembled. With previous tools, agents had to manually select their status, so it was really an honor system. We had to trust agents to switch their statuses when they should and secondly, it was not an ideal agent experience. They would have to switch their status in both the tool and Zendesk, and having to focus on two screens would mean more manual work and less time focused on solving a customer issue. Our agents absolutely love this—it’s one of the biggest gains we have seen with our agents in Assembled.”

“Anytime we had product feedback, the answer would be "it's in a new release or another package" and wouldn’t be acted upon. A lot of the features were complex and underutilized. Assembled actually gives us exactly what we need in a delightful way and truly partners with the companies they work with.”

“Assembled is just very easy to use, and there’s no second guessing what’s going to happen when someone on my team uses it,”

“The forecasting capabilities in Assembled allow us to accurately schedule all our agents across multiple skills to serve product types in the UK and the US. It’s allowed us to enhance efficiency and scale service while allowing us to provide a world-class standard of service that very few contact centers can achieve.”

“The realtime tools I’ve used other places are not very user-friendly, and often break because of bad integrations.”

“Before Assembled, we didn’t have much insight into staffing across our distributed support office. It’s been like adding another workforce manager to my team.”

“I can now check at a glance when people are supposed to be scheduled, and cross-check their actual status. This is crucial since we don’t want users waiting too long for a phone call or chat response.”