Who Uses This Software?

Empowering Sales Management to identify and immediately improve, costly mistakes, errors and missed opportunities their sales teams make every day.


Average Ratings

14 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Refract
  • www.refract.ai
  • Founded 2015
  • United Kingdom

About Refract

Empowering Sales Management to identify and immediately improve, costly mistakes, errors and missed opportunities their sales teams make every day. Refract enables sales managers to coach, without the need to ride along, from calls, demos and meeting. Coachable moments can be highlighted, skipping between feedback sharing praise, ideas and corrective feedback. A library of best practice moments create bite-size learning to share and accelerates onboarding.


Refract Features

  • Assessments
  • Audio / Video Conferencing
  • Built-In Course Authoring
  • Call Recording
  • Gamification
  • Goal Setting / Tracking
  • Learning Plans
  • Onboarding
  • Performance Metrics

Refract Reviews Recently Reviewed!


Capterra-loader

Great Product... Great People

Sep 24, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Ease of use, the platform is simply constructed to ensure that uptake from users is fast and easy to manage.

Cons: Initially the insights supplied by the platform looked incredible, but access to the underpinning data was an issue.

This is not really a "con" though as the team very quickly worked to provide a work around to the issue.

Overall: The team at Refract are their biggest advantage, open, honest and always very willing to help. An example of an organisation where the team give a truly competitive advantage.

Capterra-loader

Best Tool

Sep 24, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The flexibility of the software allows me and my clients many options in using the platform for coaching, training, and self analysis. The training is not just online, but live and available. Awesome.

Cons: It does not work to call directly out of all CRMs, but that seems to be changing.

Overall: Refract improves the effectiveness of coaching and allows me to quickly hear the challenges of the reps.

Refract

Sep 28, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - The inbuilt AI, insights generated are very interesting and help frame a coaching session.

- System is easily manipulable / configurable to our needs

- Very user friendly

- Scenario Challenges are excellent

Cons: - Automated call uploading; This has taken a little longer than anticipated (probably as a result of our recording system) but we should get there soon.

Overall: From scoping discussion through to implementation and beyond our experience has been very positive. We have pretty unique needs as a business and we've worked collaboratively with the Refract team to make the system really work for us. The software has changed our coaching culture, we've become far more dynamic and agile in the way we support the development of our people.

Capterra-loader

Solid product that gets results

Sep 24, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Software is very easy to use and understandable to navigate. Allows the user to spend their time on items that are most important that ultimately drive results.

Cons: Would love to see an easy to use App for sales reps in the field.

Overall: Refract has helped each client who has utilized the tool. When sales reps and leaders are having conversations often believe "think" they are executing company process and are consistent. However until calls are broken down and dissected it then provides the ultimate clarity to make necessary changes to further drive revenue.

Capterra-loader

Incredible support, needs a bit more time to bake.

Sep 24, 2018
3/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The team and product are fantastic, it's the learning curve which gets ya. Once you climb, functionality makes sense and you start to realize the leverage Refract promises. Features I really like include:

- Full transcripts of calls

- Rep/Prospect time allocation

- Time based notes (comment on a specific section of the call)

Cons: As with any startup, the roadmap is changing. Features you'd like can take weeks or months but Support does a fantastic job bridging the gap. Shout out to CSR for her help! Areas of improvement include:

- Search, the taxonomies could use an update to make finding things faster

- Improved pricing, would ideally like a viewer and editor license.

- Folders, I'd like improved storing of content based on specific use cases: Research, monitoring, training

Overall: Our business case has changed over our time with refract. Originally I was looking for training and onboarding assistance. Now it is monitoring. I really like the feature set but now look to integrations to be able to monitor from 1 place.

Capterra-loader

Not quite getting the best from Refract.... yet!!

Sep 28, 2018
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Insights - in particular speaking vs. listening, questions per call quartile

Grading - allowing common fail areas to be identified and coached

Cons: Transcriptions - not as accurate as I would have thought, along with no You vs. Them (as we don't currently have dual stream recording)

Overall: Overall, it is starting to support our coaching, but it has took time to get to this stage, due to issues with integration of calls, issues with insights etc. Now it is up and running, we are able to coach more specifically. For us to be able to get full value for money, it would require more accurate speech to text transcription and "You vs. Them"

Sales Manager

Sep 24, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: The possibilities it can create. Overall this is going to make us more transparent in the training department and provide structure to our training. It will give staff confidence in their abilities whilst supporting them in areas they may require support and training.

Cons: There are so many thing you can do with the software and use it for, it can be a little mind boggling to begin with at knowing where to start and how to get the most out it to suit our business.

Overall: From a customer service point of view the level of support from our account manager has been superb. Business days are extremely busy and getting into new routines can be challenging but having that constant contact will make this work. From a business point of view it will improve the service we are providing our clients and give our consultants the opportunity to grow

Powerful practical and easy to workwith

Sep 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Empowers effective sales coaching for both salespeople and managers. A great way to ensure continuous flexible implementation. First class account management and support. Professional. It personable.

Cons: Bit tricky on a iPad. It seems to being addressed.

Overall: Highly cooperative

Crucial for any SaaS business growing a sales team

May 23, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: As a fast growth SaaS business, it's critical that we get our new sales hires ramped up to speed as quick as possible. Refract has allowed us to shape and define our team's messages & pitch and also get new starters engaged with how we sell Receptive from the day they start.

Vendor Response

by Refract on January 24, 2018

Thanks for the positive review Hannah. It's great to read that you're onboarding new hires so quickly with the platform. Shaping and monitoring a team's message becomes so much easier with Refract.

We really appreciate the great feedback and thank you for being a Refract customer.

Great tool for sales coaching and feedback

Jun 02, 2016
5/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

Comments: Refract allows me to remotely review, feedback and coach my sales team's performances in providing online demonstrations of our SaaS product. As an early adopter, I found the early version a little tricky to setup initially myself, but the team there were quickly on hand and once I had ran one campaign I found it very easy to replicate. I'd highly recommend this tool for any Sales or business leader working with digital products sold online. What a delight.

Some Good points some that need further development

Sep 24, 2018
3/5
Overall

3 / 5
Ease of Use

2 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Encourages more coaching of staff and speeds up the ability to coach. The tagging of calls works well and it is this that enables us to speed up coaching.

Cons: The transcripts of the calls is poor and was a key function that was purchased.

Overall: My advice is that to make the most of this software internal processes and commitment are key. The poor transcriptions lets the product down but we appreciate that this will improve with advancements in technology. The team are supportive and willing to work with internal teams to implement.

Refract Review

Sep 24, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Grading forms

Adaptability

Organisation

Cons: Limited Reporting

Insight transcriptions

Great customer support

Sep 28, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Pretty intuitive overall and a fun way for trainees to practice positioning, differentiating, objection handling and more. Excellent tool if you are training folks in other time zones.

Cons: I think it works well! The look is not as pretty as I am used to seeing in software these days but it does the job.

Overall: No problems

Great Sales Conversation Coaching platform

Sep 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intuitive to use

Sharing of moments

Browser based

Cons: Still need to integrate calls for automatic upload

Overall: Great software from a great team.