Solidroad - Automated training and quality assessment platform for customer-facing teams

TLDR:

Solidroad is an automated training and quality assessment platform for customer-facing teams. For the first time ever, sales and support teams can evaluate simulated and real customer interactions using the same automated system.

Since launching this summer, we’ve reduced onboarding times by 50% at several of the world’s largest outsourced contact centres/BPOs and improved go-live CSAT at a leading crypto exchange by 3% (now above 90% CSAT).

If you run a large support or sales team and care about conversation quality - we would love to speak with you!

Demo Video:

The Problem:

Sales and support teams struggle to consistently deliver high-quality customer interactions. Onboarding new hires takes too long, trainers and QA analysts spend excessive time manually reviewing only a small sample of conversation volume (3-5% at best), and skill gaps often go unaddressed until it’s too late.

Without full conversation coverage, real-time insights and tailored training, companies face reduced win rates, poor customer satisfaction (CSAT) scores, and inefficiencies that cost time and revenue.

The Solution:

Solidroad automates conversation training and quality scoring. Sales and support teams use Solidroad to practice with AI customers through phone, email, chat, and video calls. Each interaction gets scored and is provided with tailored coaching and feedback.

The same scorecards can be applied to real customer conversations, spotting where teams need to improve. Solidroad replaces manual role-playing and call/chat reviews by analyzing every single conversation—both practice and real ones. By integrating with tools like Intercom, Zendesk, and Gong, Solidroad ensures teams are continually improving in both training environments and live customer interactions.

We help teams:

• Reduce onboarding time for new hires with conversation training in a risk-free environment.
• Save trainer & QA time with automated, scalable coaching & feedback loops.
• Improve team performance, leading to higher win rates and CSAT scores.

About Us:

Patrick and I are both second-time founders and worked closely together at Intercom. Patrick would build cool tools at Intercom and I would then be the beta tester and try to sell them. One of these projects is still live 7 years on - https://pages.intercom.com/mark (I look a little younger in this video vs. the demo above 👴)

I sold my last company, Gradguide, which was a graduate training and mentorship platform for students and grads. Before this, I was the Head of Sales for Chargify in EMEA and an early sales hire at Intercom.

Previously, Patrick co-founded Monaru (S2019), where we helped creators earn $100k+ selling live classes online during COVID. Before that, he was a product engineer at Intercom where he built tools for their sales and support use case.

Our Ask:

If you (or someone you know) are hiring 100+ reps/month for their sales or support teams and are having trouble with their go-live CSAT scores or ramp times, please reach out.