Based on looking at the website, Directly.com operates as a B2B platform that reinvents customer service by combining AI-powered automation with a network of on-demand human experts. It’s designed to help large organizations scale their customer support, reduce contact center volume, and improve customer satisfaction by providing faster, more accurate, and empathetic resolutions. Essentially, Directly.com offers a unique model where companies can augment their existing customer service infrastructure with a flexible, pay-for-performance expert network, aiming to optimize costs and enhance the customer experience.
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How Directly.com Reimagines Customer Service with AI and Human Expertise
Directly.com positions itself as a transformative force in customer service, moving beyond traditional contact centers.
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Their core proposition revolves around integrating artificial intelligence AI with a vast network of independent, highly qualified experts.
This hybrid approach aims to address common pain points in customer support, such as long wait times, inconsistent answers, and the high operational costs associated with conventional call centers.
By leveraging AI for repetitive queries and routing complex issues to human experts, Directly.com seeks to provide a scalable, efficient, and cost-effective solution for enterprises looking to elevate their customer experience.
This model allows businesses to dynamically scale their support teams, particularly useful for managing seasonal surges or unexpected spikes in inquiry volume, without the overhead of hiring and training large in-house teams.
The Foundational Pillars: How Directly.com Works
Directly.com’s operational model is built on four distinct yet interconnected phases: Onboard, Route, Automate, and Reward.
Understanding these pillars is crucial to grasping how the platform delivers its promised benefits to enterprise clients.
This systematic approach ensures that the right inquiries are handled by the most appropriate resources, optimizing both efficiency and resolution quality.
Onboarding High-Caliber Experts
The initial phase, Onboard, focuses on meticulously sourcing, screening, and onboarding a pool of highly qualified independent experts. This isn’t just about finding people. it’s about identifying individuals with deep domain knowledge relevant to the industries Directly.com serves e.g., Tech, Telcom, Gaming. The platform emphasizes rigorous vetting processes to ensure these experts can provide accurate, empathetic, and timely resolutions. The quality of these experts directly impacts the success of the service, as they are the human touchpoint for complex customer issues that AI cannot yet resolve.
Intelligent Routing of Inquiries
Once experts are onboarded, the Route phase comes into play. Directly.com utilizes AI and machine learning to intelligently match customer inquiries with the most suitable experts. This smart routing ensures that customers get connected to someone who truly understands their issue, leading to faster and more accurate resolutions. Instead of a general support agent, customers are directed to specialists, significantly improving the first-contact resolution rate and overall customer satisfaction. This precision routing is a key differentiator from traditional support models where inquiries might be handled by less specialized personnel.
AI-Powered Automation for Efficiency
The Automate phase is where AI and machine learning shine, tackling repetitive and common questions. Directly.com uses these technologies to automatically resolve a significant portion of customer inquiries without human intervention. This not only speeds up the resolution process for simple queries but also frees up human experts to focus on more complex, nuanced, or critical issues that require empathy and deeper problem-solving skills. The continuous learning capabilities of the AI further refine its ability to automate responses, progressively reducing the need for human involvement in routine tasks.
Performance-Based Compensation Model
The final pillar, Reward, highlights Directly.com’s unique pay-for-performance compensation model. Unlike traditional outsourced contact centers that often charge by the hour or agent, Directly.com compensates its experts only when they successfully resolve an issue. This model aligns the financial incentives directly with business outcomes, ensuring that clients pay for results, not just effort. This incentivizes experts to deliver efficient and effective solutions, as their compensation is tied directly to their success in resolving customer problems. For enterprises, this translates to optimized costs and a higher return on investment for their customer service spend.
Core Solutions and Industry Applications
Directly.com’s platform offers a versatile suite of solutions designed to address various organizational needs, from workforce augmentation to digital transformation initiatives.
Their approach is adaptable across different channels and industries, showcasing a broad applicability.
Workforce Augmentation and Business Continuity
One of the primary solutions Directly.com offers is workforce augmentation. This allows organizations to seamlessly expand their customer support capabilities without the overhead of hiring full-time employees. During peak seasons or unexpected surges in demand, businesses can instantly scale their support team by “8X” as claimed on their website, ensuring continuous service availability. This also contributes significantly to business continuity, as the distributed network of experts provides a resilient support layer, less susceptible to disruptions that might affect a centralized contact center. The ability to tap into an on-demand talent pool provides unparalleled flexibility and reduces the risk of customer service bottlenecks.
Digital Transformation and Channel Optimization
Directly.com plays a crucial role in digital transformation strategies by enabling companies to transition towards more agile and AI-first customer experiences. By integrating AI-powered automation and expert support, they help businesses modernize their customer interaction channels. This includes optimizing support across various communication methods, such as IVR Interactive Voice Response, web, email, and messaging platforms. The platform’s ability to seamlessly integrate with existing systems allows for a unified customer service experience, regardless of the channel, while simultaneously driving efficiency and reducing reliance on traditional, often less efficient, support mechanisms. This channel optimization ensures that customers receive consistent and high-quality support across all touchpoints.
Industry-Specific Expertise
While the platform is broadly applicable, Directly.com highlights its particular efficacy in specific industries: Tech, Telcom, and Gaming. These sectors often face high volumes of complex technical inquiries, rapid product cycles, and demanding customer expectations. Directly.com’s model, with its emphasis on specialized experts and AI-driven efficiency, is particularly well-suited to meet these challenges. For example, in the tech industry, experts can provide in-depth troubleshooting for software or hardware issues. in telcom, they can assist with connectivity or billing problems. and in gaming, they can help with in-game issues or account management. The tailored expertise ensures that resolutions are not just fast, but also accurate and relevant to the industry’s unique nuances.
Technological Prowess: The Platform’s Engine
Directly.com’s claims of efficiency and scalability are underpinned by a robust technology stack that powers its operations. This platform is not just about connecting people.
It’s about intelligent systems that optimize every interaction.
AI & Machine Learning at the Core
The heart of Directly.com’s platform lies in its advanced AI and machine learning capabilities. These technologies are deployed across multiple functions:
- Instant AI Resolutions: For frequently asked questions, AI can provide immediate, peer-reviewed answers, drastically reducing response times for common issues. This is crucial for deflecting simple inquiries and ensuring customers get quick solutions without human intervention.
- Smart Ticket Routing: AI algorithms analyze incoming inquiries and automatically match them to the most appropriate human expert. This ensures that a customer with a specific technical issue is connected to an expert proficient in that area, rather than a generalist. This intelligent routing minimizes transfers and escalates, leading to higher resolution rates on the first contact.
- CSAT-Boosting Engine: The platform uses AI to monitor and promote high-performing experts based on metrics like helpfulness, accuracy, and speed. This continuous feedback loop helps maintain a high standard of quality within the expert network, directly contributing to improved Customer Satisfaction CSAT scores.
- Global AI Support: Directly.com claims support for over 100 languages through AI-powered translation and expert localization. This capability allows multinational companies to provide consistent, high-quality support to a diverse global customer base without needing to maintain extensive in-house multilingual teams.
Limitless Scalability and Dynamic Network Adjustment
One of the most compelling features of Directly.com’s platform is its limitless scalability. The system is designed to scale up or down instantly based on demand, drawing from its certified, on-demand talent pool. This dynamic adjustment ensures that businesses can manage fluctuations in inquiry volume seamlessly. During peak periods, the network expands to handle surges, maintaining fast response times. During quieter periods, it adjusts downwards, optimizing costs. This elasticity is a significant advantage over traditional contact centers, which often struggle with rigid staffing models and high fixed costs. The platform’s ability to provide 24/7 on-demand expert availability further enhances this flexibility, ensuring continuous support at any time.
Quantifiable Impact: Proven Results and Brand Testimonials
Directly.com makes bold claims about the tangible benefits its platform delivers, backing them up with impressive statistics and testimonials from leading brands.
These figures are crucial for potential clients considering their service.
Key Performance Indicators KPIs
The website highlights several key performance indicators that demonstrate the platform’s effectiveness:
- Reduce contact center volume by 40%: This is a significant claim, suggesting that nearly half of all customer inquiries can be resolved more efficiently, either through AI automation or expert deflection, thereby offloading the traditional contact center. For large enterprises, this translates to substantial operational cost savings.
- Boost CSAT up to 20%: Improving customer satisfaction by such a margin is a strong indicator of the quality of resolutions and the efficiency of the service. Higher CSAT often correlates with increased customer loyalty and retention.
- Save millions per year: This overarching benefit is a direct result of the reduced contact center volume, optimized operational costs, and the pay-for-performance model. By paying only for successfully resolved issues and reducing the need for extensive in-house staffing, businesses can realize significant financial efficiencies.
- Instantly scale your support team 8X: This metric emphasizes the rapid scalability offered by the platform, allowing companies to respond to sudden changes in demand without lengthy hiring or training processes.
Client Success Stories and Trust Signals
While specific brand names are not prominently displayed on the directly.com homepage they are likely detailed in case studies or private consultations, the emphasis on “Proven Results with Leading Brands” and “Expertise That Scales” builds trust.
The mention of “Thousands of freelance experts” transforming customer interactions further reinforces the breadth and depth of their network.
The inclusion of testimonials from “The Experts” themselves through video snippets, even if not from clients, adds a layer of authenticity to their claims about the quality of their expert pool.
These combined elements aim to demonstrate the platform’s credibility and its ability to deliver on its promises for major enterprises.
Understanding the OnDemand Transition to CSS Corp
A critical piece of information on Directly.com’s homepage is the announcement regarding the sale of its “OnDemand” business to CSS Corp, effective March 15, 2022. This is a significant development that potential clients and experts need to understand.
The Acquisition Details
The “OnDemand” business, previously a core offering of Directly, Inc., was purchased by OnDemand Answers, Inc., a CSS Corp company. This means that while Directly, Inc.
Initially developed and operated the OnDemand service, its ownership and operational control have shifted.
For customers who were using the OnDemand service, this means their relationship is now with OnDemand Answers, Inc.
As the data controller for their personal data related to that service. Directly, Inc.
Is providing transitional support, so existing users might not immediately notice changes in their day-to-day interactions.
This kind of transition is common in the tech world and usually aims to consolidate services or allow companies to focus on different strategic priorities.
Implications for Users and Data Control
The announcement explicitly states that “OnDemand Answers, Inc is now the data controller of your personal data” related to the OnDemand business.
This is an important detail for data privacy and compliance.
Users are directed to an updated Privacy Policy reflecting this change, emphasizing transparency. While Directly, Inc.
Is still involved for a transitional period, the long-term operational and data management responsibilities for the OnDemand service now rest with CSS Corp.
For new potential clients evaluating Directly.com, it’s important to clarify which services fall under the original Directly, Inc.
Umbrella and which are now part of CSS Corp, as this might impact contractual agreements, support structures, and future roadmaps.
The presence of this clear disclosure on the homepage demonstrates a commitment to transparency during a significant business transition.
The Pay-for-Performance Advantage: A Deep Dive
The pay-for-performance business model is a cornerstone of Directly.com’s value proposition, particularly for enterprise clients.
It fundamentally shifts the financial risk and incentive structure compared to traditional customer service outsourcing.
Aligning Investment with Outcomes
Unlike conventional outsourced contact centers that often bill based on agent hours, seat licenses, or call volume, Directly.com’s model ensures that clients only pay when an issue is successfully resolved by an expert.
This means there’s no payment for unanswered calls, unresolved tickets, or lengthy back-and-forth interactions that don’t lead to a solution.
This direct alignment of investment with business outcomes provides a clear return on expenditure. For an enterprise, this translates to:
- Reduced Waste: No more paying for idle time or inefficient agents.
- Cost Predictability: Budgets can be more accurately forecast based on successful resolutions.
- Incentivized Efficiency: The model naturally incentivizes experts to resolve issues quickly and accurately, as their compensation depends on it.
Comparison to Traditional Outsourcing Models
To truly appreciate the pay-for-performance model, it’s helpful to contrast it with traditional outsourcing:
- Hourly Rates/Seat Costs: Traditional outsourcers often charge a fixed hourly rate per agent or a monthly fee per “seat” regardless of the resolution rate. This can lead to inflated costs if agents are inefficient or if call volumes are low.
- Variable Quality: Without a direct link between payment and resolution, the quality of service can sometimes fluctuate, and there’s less inherent motivation for agents to go above and beyond.
- Scalability Challenges: While outsourcing offers scalability, it often comes with minimum contract volumes or ramp-up times, making truly dynamic scaling difficult and expensive.
Directly.com’s model mitigates these challenges by creating a symbiotic relationship where both the client and the expert are incentivized by successful outcomes.
This focus on demonstrable value rather than just resource allocation makes it an attractive alternative for companies seeking to optimize their customer service spending.
It fundamentally shifts the risk from the client to the service provider and the expert network, creating a more robust and financially responsible service delivery model.
Expert Perspectives and User Experience
While Directly.com primarily targets businesses, understanding the expert’s side provides insight into the quality and sustainability of the service, which ultimately impacts the end-customer’s experience.
The platform’s emphasis on “Hear From The Experts” suggests a valuing of their contributions.
The Expert Journey
From an expert’s perspective, Directly.com offers a flexible, on-demand work environment.
The platform sources, screens, and onboards individuals with specific domain knowledge.
They are then routed inquiries that match their expertise.
The pay-for-performance model means that successful resolutions directly translate to earnings.
This can be appealing for specialists looking for supplementary income or flexible work arrangements.
The emphasis on “Helpfulness, Accuracy, and Speed” as metrics for promoting high-performing experts indicates a merit-based system that rewards quality work.
Impact on End-Customer Experience
For the end-customer, Directly.com aims to provide a superior experience compared to traditional support channels:
- Faster Resolutions: AI automation for simple queries and intelligent routing to specialized human experts means less time spent waiting or being transferred.
- More Accurate Answers: Connecting customers directly with experts who have deep knowledge of specific products or services leads to more precise and effective solutions.
- Empathetic Support: While AI handles automation, human experts are there for complex issues requiring empathy and nuanced understanding, ensuring a balanced approach to customer care.
- 24/7 Availability: The on-demand network of experts ensures that support is available around the clock, providing convenience for customers in different time zones or with urgent issues.
The combination of AI efficiency and human empathy is designed to create a “supercharged” customer support experience that reduces friction and boosts satisfaction.
The focus on resolving issues quickly and accurately, rather than just handling calls, is a significant shift in the customer service paradigm that Directly.com advocates.
3. Frequently Asked Questions
What is Directly.com?
Directly.com is a B2B platform that provides AI-powered customer service solutions augmented by a network of on-demand human experts.
It helps large organizations scale their support, reduce contact center volume, and improve customer satisfaction.
How does Directly.com’s business model work?
Directly.com operates on a pay-for-performance model where clients only pay for successfully resolved customer issues.
This differs from traditional outsourcing which often charges hourly or by agent.
What are the main benefits of using Directly.com for customer service?
Key benefits include reducing contact center volume claimed 40%, boosting CSAT claimed up to 20%, saving millions annually, and instantly scaling support teams claimed 8X with AI-powered automation and human expertise. Snappa.com Reviews
Who are the “experts” on Directly.com?
The “experts” are independent, highly qualified freelance specialists sourced, screened, and onboarded by Directly.com.
They possess deep domain knowledge in specific industries relevant to the inquiries they handle.
Which industries does Directly.com primarily serve?
Directly.com highlights its effectiveness in the Tech, Telcom, and Gaming industries, though its solutions are broadly applicable to any enterprise seeking to optimize customer service.
Does Directly.com replace traditional contact centers?
No, Directly.com positions itself as a “missing layer” or augmentation to existing customer support structures, working alongside or integrating with traditional contact centers to handle overflow, complex issues, or automate repetitive tasks.
How does AI function within the Directly.com platform?
AI and machine learning are used for instant resolution of common queries, smart ticket routing to match inquiries with the best experts, and a CSAT-boosting engine that promotes high-performing experts. Rapidminer.com Reviews
Is Directly.com available 24/7?
Yes, Directly.com states that its network of experts is available 24/7 on demand, ensuring seamless support at any time.
How does Directly.com handle multiple languages?
Directly.com claims to support over 100 languages through AI-powered translation and expert localization services.
What happened to Directly.com’s “OnDemand” business?
On March 15, 2022, Directly, Inc.
Sold its “OnDemand” business to OnDemand Answers, Inc., a CSS Corp company. OnDemand Answers, Inc.
Is now the data controller for personal data related to the OnDemand service. Ratatype.com Reviews
Will existing OnDemand users notice a change after the acquisition?
Directly, Inc.
Stated they would support the OnDemand business for a transitional period, so users might not immediately notice material changes in their interactions, but a new privacy policy is in effect.
How does Directly.com ensure the quality of its experts?
Directly.com emphasizes rigorous sourcing, screening, and onboarding processes for its experts.
Additionally, AI monitors and promotes experts based on their helpfulness, accuracy, and speed, maintaining high service quality.
Can Directly.com help with seasonal scaling of customer support?
Yes, one of Directly.com’s key strengths is its ability to provide effortless seasonal scaling, allowing companies to instantly expand or contract their support team based on fluctuating demand. Integram.com Reviews
What is “smart ticket routing” on Directly.com?
Smart ticket routing is an AI-driven feature that analyzes incoming customer inquiries and intelligently matches them to the most suitable human expert, ensuring faster and more accurate support.
How does Directly.com help reduce contact center volume?
By automating repetitive questions with AI and efficiently routing complex issues to specialized experts, Directly.com helps deflect a significant portion of inquiries from traditional contact centers.
What kind of results can businesses expect from using Directly.com?
Businesses can expect a reduction in contact center volume, an increase in CSAT scores, significant cost savings, and enhanced flexibility in scaling their customer support operations.
Does Directly.com offer solutions for digital transformation?
Yes, Directly.com helps organizations accelerate their digital transformation by integrating AI-first solutions and on-demand human expertise into their customer service channels like web, email, and messaging.
How does the pay-for-performance model benefit enterprises?
The pay-for-performance model benefits enterprises by aligning investment directly with successful outcomes, reducing wasted spend on inefficient support, and incentivizing experts for effective resolutions. Peoplegoal.com Reviews
Is Directly.com suitable for small businesses?
Based on the website’s focus on “leading brands” and “enterprise” solutions, Directly.com appears to be primarily targeted at large organizations rather than small businesses.
Where can I find the updated Privacy Policy for the OnDemand business?
The Directly.com website directs users to a link for the updated Privacy Policy on the OnDemand Answers, Inc. website, reflecting the change in data controller.
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