Since increasingly more customers expect exceptional, immediate, and personalized support, the need for customer service QA (Quality Assurance) software has grown.
To help you find the right solution, we’ve compared the best customer service QA tools.
💡 Full disclosure: We might be slightly biased since we’re all about #TeamKlaus, but we aimed to take a balanced view so you can compare the can and cannots of each solution (based on customer reviews, competitor websites, and product research).
Top customer service QA tools compared
Klaus is a quality management platform that helps companies drive revenue through excellent customer service. It uses AI to pinpoint where your agents are falling short and resources are going to waste — and helps you fix what isn’t working.
✅ Easy to set up and use — there’s no need for a long onboarding process and no implementation fee. It’s the only true plug-and-play solution, with a wide selection of integrations available (including well-known solutions like Zendesk, Intercom, Aircall, and Freshdesk).
✅ Instant access to AI magic & insights — 100% coverage, automatic conversation discovery, and custom-tailored conversation sampling with AutoQA are at your disposal.
✅ Browser extension — Klaus’s browser extension allows you to securely review customer conversations wherever they are happening.
✅ Fast, customer-centric development and quick feature deployments — check how many product updates Klaus has shipped recently.
⛔ Klaus does not offer a native WFM application — it does, however, integrate with a WFM solution, Assembled (and there’s a bundled offer you can take advantage of).
⛔ Reporting dashboards focus on support quality & customer experience metrics you can track with Klaus — like Internal Quality Score (IQS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
MaestroQA is customer support QA software that helps teams improve customer experience. The platform allows you to score customer interactions, gather data and customer feedback, and track agent performance over time.
✅ Customizable dashboards, reporting & analytics — among other reporting features, MaestroQA allows for scheduling automated reports to customer service team leads and management.
✅ Screen capture — everything that your agents do when handling support tickets is recorded and accessible via MaestroQA.
✅ Grader QA — evaluate the accuracy of your QA graders with the “Grade the Grader” workflow.
✅ Wide range of integrations — MaestroQA offers integrations with popular helpdesk solutions, phone systems, learning management platforms, and data warehouses.
⛔ Complex user interface — with plenty of features available, users report that setting up and navigating the platform takes some time and effort.
⛔ Lack of AI-based scoring — despite automated quality management capabilities, there’s no possibility of autoscoring support conversations.
Playvox is a comprehensive workforce engagement management & support QA software that lets you evaluate and improve the quality of customer interactions across multiple channels.
✅ Customizable KPI tracking and dashboards — robust reporting that shows key performance indicators and support trends.
✅ Advanced agent coaching — with Playvox Coaching, you can see how each agent is doing, check goals they’ve hit, and track their performance over time.
✅ Workforce management tool — planning, forecasting, and employee scheduling are less complicated and time-consuming.
✅ Popular integrations available out-of-the-box — Playvox integrates with popular customer service tools and offers a customizable API.
⛔ Feature stack is not integrated into one platform — Quality Management and Workforce Management are separate tools.
⛔ Autoscoring is limited to customer sentiment analysis — AutoQA from Playvox revolves around automated sentiment analysis scoring.
EvaluAgent is a customer support quality assurance software designed specifically for contact centers. It offers a range of features to help you manage, monitor, and improve the performance of your customer service teams.
✅ Customizable dashboards & reporting — EvaluAgent offers detailed filtering and pulls reports based on individual QA scorecards, customer support teams, and agents. Monthly reports can be sent out automatically to senior managers.
✅ Multiple scorecards available in one place — the platform lets you take advantage of all added scorecards, no matter the workspace and support interaction.
✅ Conversation transcripts — EvaluAgent’s SmartScore can transcribe any conversation and provide a summary for a high-level view of what happened during the interaction.
✅ Multiple integrations available — EvaluAgent integrates with ticketing & helpdesk, call recording, and WFM solutions (among other tools).
⛔ Pricing starts for a minimum of 30+ seats — smaller support teams won’t find EvaluAgent suitable for their needs.
⛔ No live chat support for EvaluAgent customers — if needed, getting immediate support might be challenging.
Scorebuddy is a support QA software that helps you evaluate customer interactions across multiple channels, including phone, email, and live chat support.
✅ Powerful Learning Management System — Scorebuddy integrates with a Learning Management System (LMS) that allows uploading and creating dedicated training content.
✅ Easily customizable scorecards — the tool makes setting up different scorecards easy, no matter the support channel, workspace, or type of interaction.
✅ Various survey types available — NPS, CSAT, and multiple choice survey questions can be branded and sent out to customers.
✅ Popular integrations at hand — Scorebuddy integrates with popular tools like Salesforce, Zendesk, and Intercom.
⛔ Limited filtering options — while Scorebuddy has all the data and reporting dashboards, its filtering capabilities aren’t the best. Insights can be confusing to navigate, and exporting the raw numbers takes time.
⛔ Training materials need some improvements — Scorebuddy offers training videos, but their quality (of the sound, in particular) could be improved to offer a better learning experience.
Making the switch from one customer service quality assurance tool to another?
New support QA software onboarding doesn’t start the day you introduce employees to your new tool. The roll-out plan should be created weeks or months ahead.
Set a target roll-out date and build your plan around this. Make sure to leave enough time for data exporting and importing, employee training, and some wiggle room for issues that may arise.
Find your champion
Getting the management on board is essential, but consider finding a QA software “champion” to help you roll out the tool for the rest of the team. Champions are users who are:
- Open to change
- Respected within the team
Train them first, then make them active participants in the roll-out. The less you make your changeover seem like a top-down dictate, the more receptive the team will likely be.
After the roll-out, keep the lines of communication open and make regular evaluations a part of your process. Evaluate the success of your changeover immediately after your roll-out and down the line.
Check in with employees in the next few months. Do you see the benefits you expected? Are employees feeling comfortable with the new tool? If not, what can you do to improve outcomes over the long term?
Think through these considerations, as well as any unique challenges your team will face. With time and proper planning, you can make the changeover process as simple and as painless as possible. Make sure to listen to employee feedback and do your best to resolve actual issues.
Still not sure how to pick the best customer service QA software for your needs? Check out our Buyer’s Guide →
Originally published in January 2020, last updated in August 2023.