As the customer support quality assurance tools market continues to expand, finding the right solution for your team can be a daunting task.
Scorebuddy is a favorite among many teams, but if you’re looking for support QA tools with different pricing or capabilities, we’ve put together an overview of Scorebuddy alternatives.
💡 Full disclosure: Although we’re proud members of #TeamKlaus, we aimed to offer a balanced comparison of each solution based on customer reviews, information from competitor websites, and product research.
What is Scorebuddy?
Scorebuddy is a cloud-based quality assurance platform designed to evaluate customer interactions across multiple support channels. It offers a suite of features to streamline your QA process and improve agent performance.
✅ Customizable scorecards — Scorebuddy’s intuitive interface makes it easy to set up various scorecards tailored to support channels, workspaces, and interaction types. Whether evaluating customer service phone calls, emails, or chat interactions, Scorebuddy enables you to create as many different scorecards as needed for effective team performance assessment.
✅ Variety of customer surveys — Scorebuddy lets you send branded surveys to customers, including Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and multiple-choice survey questions. This feature helps you gather valuable customer feedback and gain insights into their satisfaction levels with your support services.
✅ Comprehensive Learning Management System — Scorebuddy provides a Learning Management System (LMS) that lets you upload and create dedicated training materials for your customer support team. This feature ensures your team can access the necessary resources to improve their skills and deliver effective customer service.
✅ Ready-to-use integrations — Scorebuddy is compatible with popular tools like Salesforce, Zendesk, and Intercom. These integrations allow you to effortlessly incorporate Scorebuddy into your existing customer support tech stack and streamline your quality assurance program.
⛔ Limited data filtering options — although Scorebuddy offers robust data and reporting dashboards, its filtering options are somewhat limited. This can make extracting insights from the data challenging, and exporting raw data may take longer than desired. However, Scorebuddy provides agents with their own dashboards, displaying their quality scores and coaching tips from the QA specialist, which can help improve their performance.
⛔ Room for improvement in training materials — Scorebuddy offers training videos, but their quality (especially of the sound) could be better.
Klaus is a Scorebuddy alternative that helps businesses like yours in improving customer service —and revenue. It uses AI to identify and address problems in your support process. By tackling these issues early on, you can deliver better service, attracting and retaining customers for life.
✅ Easy to set up and use — Klaus is designed for user-friendliness and simplicity. There’s no need for a lengthy onboarding process or additional setup fees. The QA software integrates with popular helpdesk platforms such as Zendesk, Intercom, and Freshdesk, making it a true plug-and-play solution.
✅ Access to AI-powered insights — with Klaus’ AutoQA feature, you can automatically review all your support conversations and access relevant insights. No matter how many agents you have, the number of tickets, or the languages you support, Klaus can handle it.
✅ Browser extension — Klaus’ browser extension enables you to review customer conversations wherever they occur, beyond the confines of your QA tool. This flexibility allows you to address issues and provide feedback more effectively, ensuring consistent support quality across different platforms.
✅ Fast development and frequent releases — Klaus is committed to delivering new features and updates to its users at a rapid pace. By frequently introducing new tools and functionalities, we help you leverage the latest innovations in customer support quality management.
⛔ Limited agent training capabilities — Klaus organizes performance data with smart AI features and helps you understand where your agents are excelling, and where they are falling behind. There’s no in-app Learning Management Solution just yet, though.
⛔ Reporting dashboards focus on support quality & customer experience metrics — some of the key indicators you can track with Klaus include the Internal Quality Score (IQS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). These metrics provide valuable insights into the overall effectiveness and impact of your customer support efforts.
Another Scorebuddy alternative, MaestroQA, is a support quality assurance tool designed to enhance the customer experience. It allows teams to evaluate customer interactions, collect data and feedback, and track the ongoing performance of their agents.
✅ Comprehensive dashboards and reports — MaestroQA provides customizable dashboards and analytics that enable you to closely monitor your customer service team’s performance. You can generate detailed reports tailored to your needs, which can then be automatically delivered to team leaders and managers.
✅ Grader quality control — MaestroQA offers the “Grade the Grader” workflow, which allows you to assess the performance of your QA graders. By evaluating how well your QA team is reviewing conversations, you can ensure that your quality control processes are consistent and effective.
✅ Screen recording capabilities — MaestroQA can record service interactions so that you can watch every action your support agents take while handling support tickets. This is especially useful for training purposes, as it provides a clear view of what your agents are doing correctly or where they may need improvement.
✅ Integrations with popular tools — MaestroQA integrates with a wide range of popular customer service tools, including helpdesk solutions, phone systems, learning platforms, and data storage tools. This makes it easy to connect your existing tech stack to MaestroQA.
⛔ Setup and usage complexity — some users have reported that setting up and using MaestroQA can be somewhat time-consuming and complex, primarily due to the platform’s extensive range of features. It may take some time to become familiar with the system and fully utilize all of its capabilities.
⛔ Lack of auto-scoring — despite its automated quality management features, MaestroQA doesn’t offer AI-based scoring for support conversations. This means that while the platform can automate certain aspects of the quality control process, it lacks the ability to automatically score customer interactions.
Playvox is a Scorebuddy alternative designed to improve the quality of interactions, and the performance of customer support teams. It allows you to monitor support conversations across various channels, ensuring a consistent and high-quality customer experience.
✅ Customizable dashboards — Playvox provides customizable dashboards that display key performance indicators (KPIs) and support trends, offering valuable insights into your team’s performance. You can quickly identify areas where your team is excelling and areas needing improvement, helping you make data-driven decisions to optimize your customer support operations.
✅ Workforce management tool — Playvox’s workforce management solution simplifies the process of planning, forecasting, and scheduling work shifts. By streamlining these tasks, you can optimize your team’s workload, ensure you have enough agents to handle incoming queries and maintain a high level of customer support even during peak times.
✅ Advanced coaching capabilities — Playvox Coaching enables you to offer personalized, direct performance feedback and support to help your agents improve their skills and achieve their goals, fostering a culture of continuous learning and improvement.
✅ Compatibility and integrations — Playvox works with popular customer service solutions out of the box, making it easy to integrate into your existing workflows. The software also offers a customizable API.
⛔ Separate tools for different functions — while Playvox offers a wide range of features, they are not all housed in one unified platform. You will need to use separate tools for Quality Management and Workforce Management, which may require additional time to navigate and switch between different interfaces.
⛔ Limited auto-scoring options — Playvox’s auto-scoring feature, AutoQA, primarily analyzes customer sentiment in their messages. While this is a valuable metric, it may not provide a comprehensive assessment of customer interactions, as it does not consider other important factors such as agent responsiveness, knowledge, and problem-solving skills.
The last one of the best Scorebuddy alternatives, EvaluAgent, is a quality assurance software tailored for contact and call centers, offering a range of features to effectively manage, monitor, and enhance your customer service team’s performance.
✅ Customizable dashboards and reports — EvaluAgent allows you to filter data and create custom reports based on created QA scorecards, specific customer support teams, and individual agents. This detailed data analysis aids in pinpointing performance trends and areas needing improvement. Additionally, senior managers can automatically receive monthly reports, keeping them informed about overall team performance without the need for manual report generation.
✅ Conversation transcripts — EvaluAgent’s SmartScore feature can convert any conversation into a text transcript and provide a quick summary of the interaction. This allows you to grasp what occurred during the customer interaction without having to listen to or watch the entire conversation.
✅ Unified scorecard management — EvaluAgent lets you manage and use multiple scorecards in one place, irrespective of the workspace or type of customer support interaction. This feature simplifies the process of assessing various support interactions with different scorecards, ensuring a consistent approach to quality assurance across your organization.
✅ Third-party integration capabilities — EvaluAgent is compatible with a wide range of platforms, including ticketing and helpdesk systems, call recording tools and Workforce Management (WFM) solutions. This ensures seamless integration with your existing contact/call center infrastructure.
⛔ Minimum seat requirement — EvaluAgent’s pricing model is geared toward teams with a minimum of 30 seats. Smaller support teams may find this requirement a barrier to entry and might need to explore other quality assurance solutions better suited to their specific needs.
⛔ Lack of live chat support — EvaluAgent does not offer live chat support for its customers. In case of issues or assistance needed with the software, you may have to rely on alternative communication channels, which may not be as immediate or convenient customer chat sessions.
Still searching for more Scorebuddy alternatives?
If you need more options, consider the following Scorebuddy alternatives:
How to pick the right alternative?
Choosing the best customer service quality assurance software for your business involves weighing several factors:
1. Integration with existing tech stack. Opt for software that integrates smoothly with your current helpdesk and other tools your team is using. This enables you to view data in one place, eliminating the need for tab-switching or manual data copying. Investigate the tool’s integration options and avoid custom integrations unless necessary.
2. Key features. Seek essential features such as customizable scorecards, grading calibration, dashboards & reporting, and AI-powered automation:
- Customizable QA scorecards. Choose a tool that allows you to create QA scorecards reflecting your internal quality standards and customer service objectives. You should be able to customize categories, weightings, and rating scales.
- Grading calibration. Look for a tool offering a QA calibration feature for consistent conversation reviews. Calibration methods may vary, but the goal should be uniform grading.
- Dashboards and Reporting. Select a tool with organized data presentation, offering insights into agent performance and key customer service metrics.
- Automation & AI. Opt for features like sentiment analysis and AutoQA to save time and effort.
3. User-friendly interface. Test the software’s usability and intuitiveness with a free trial. Consider the training and onboarding required and steer clear of tools with complex interfaces that might impact your QA process negatively.
4. Reliability and compliance. Verify the software’s security and compliance features, including organizational and technical controls, internal policies, employee training, and certifications like SOC 2.
5. Pricing. Find a tool within your budget that offers the features and integrations you need. On average, support teams spend $184 per agent monthly on software, with $29 allocated to their QA tool.
6. Scalability. Choose a tool capable of accommodating your team’s growth and evolving needs. Review case studies to see how the tool has performed for similar companies.
7. Support. Consult review sites like G2 for unbiased feedback on the provider’s support responsiveness and overall user experience.
By considering these factors, you can identify a quality assurance software solution that aligns with your business needs and improves your customer service operations.
Switching to a Scorebuddy alternative?
Thinking about changing from Scorebuddy to another QA tool? Make the switch smooth with these steps:
1. Plan the onboarding:
- Start training weeks or months before introducing the Scorebuddy alternative.
- Choose a roll-out date, giving time for data migration, employee training, and solving issues.
2. Identify a champion:
- Pick a QA software “champion” within the team who’s open to change, tech-savvy, social, and respected.
- Train them first and involve them in the roll-out for a more inclusive transition to the Scorebuddy alternative.
3. Evaluate continuously:
- Keep communication open post-roll-out, with regular evaluations.
- Assess immediate and long-term success.
- Check in with agents in the coming months to see benefits and comfort with the new Scorebuddy alternative.
4. Address challenges:
- Expect unique challenges with the Scorebuddy alternative.
- Act quickly on employee feedback to fix any real issues.
Follow these steps to streamline the changeover. Smart planning, regular assessments, and responsive handling of feedback are key for a smooth transition to a Scorebuddy competitor.
Still unsure how to select the best customer service QA software for your needs? Check out our Buyer’s Guide →
Originally published in June 2022, last updated in December 2023.