Customer service quality assurance (QA) is an integral part of all quality-oriented support teams’ daily operations. There are several support QA solutions available for Zendesk users on the Zendesk marketplace. These apps plug directly into your help desk and pull conversations in for review automatically. By removing the need to select tickets, copy and paste ticket URLs, or manually report scores, these tools make conversation reviews part of your team’s natural workflow.
Here’s an overview of the support quality assurance Zendesk apps available.
Klaus
The Klaus Zendesk integration makes conversation reviews easy and systematic. Built by actual support folks, Klaus is an essential tool for all support teams that want to improve the quality of their service.
✅ Streamline the QA process
Easily evaluate and identify customer service problems in real-time. Build scorecards that reflect your business needs, filter out tickets you’d like to see, review the conversations, and start leaving valuable feedback that helps agents develop.
✅ Get your customer support reps up to speed
View real-time KPIs by agent to ensure consistent performance amongst agents and identify top and low-performers. Deliver transparent and actionable feedback. With ongoing visibility into their performance, there are no surprises.
✅ Identify coaching opportunities
Encourage ownership through transparent feedback and support team development through sessions that address overall team performance. Use internal quality scores and performance results to identify knowledge gaps and improve agent performance.
✅ Keep your finger on the pulse of agent and team performance
Understand the true relationship between CSAT, FCR, NPS – and quality. Get an instant overview of the big picture or drill into the details – up to you. Klaus’ KPI dashboard helps you focus on the agents and processes that need your attention most.
✨ Industry leaders like Soundcloud, Doodle, Automattic, Epic Games, Wistia, PandaDoc, Education Perfect, and Dreem use Klaus for support QA.
Kaizo
Kaizo is an AI-driven support tool that helps to scale support teams with the help of gamification. It’s a performance management software that includes internal quality ratings, regular agent feedback solutions, and coaching features.
✨ Reward your agents with bonus points that they can use for purchasing custom gifts for their efforts.
Check out this Kaizo alternative for productive support teams.
EvaluAgent
EvaluAgent is a quality assurance and coaching platform that improves support agents’ performance. It comes with coaching and calibration features that help to maintain support quality as teams scale.
✨ “Blind” evaluation sessions help to keep assessments consistent.
Check out this EvaluAgent comparison.
Miuros Review
Miuros Review is a quality control and feedback loop solution for customer service teams. Rate your support team’s interactions based on a custom scorecard and see how they perform against each other (anonymously). Benchmarking motivates agents to become better at what they do.
✨ Miuros Review is a part of the Miuros Insight solutions that help to take full control of your Zendesk data.
Check out this Miuros alternative.
Playvox
Playvox brings support QA, performance management, coaching, and agent motivation solutions to Zendesk. Uncover the issues and knowledge gaps in your customer service team with regular conversation reviews.
✨ Offers a lightweight Learning Management System for agents.
Check out this Playvox comparison.
Scorebuddy
Scorebuddy is a call center QA app that replaces quality assurance spreadsheets with streamlined quality control processes. It saves time spent on reviewing support interactions and increases the accuracy of your QA results.
✨ It comes with a scorecard template library.
Check out this Scorebuddy comparison.
MaestroQA
MaestroQA is a support quality monitoring software with custom scorecards for conversation reviews. It’s mostly a tool for managers and graders – to allow agents to access the feedback platform, you need to upgrade to the Professional plan.
✨ MaestroQA allows to schedule automated reports to team leads and management.
Check out this list of MaestroQA competitors and alternatives.
Geckoboard
Geckoboard pulls all your customer service data into a sleek, comprehensive dashboard. Track the all-important metrics you need to understand what’s going on in your support team.
✨ Check out their customer service dashboard example for inspiration.
100worte
100worte is a Zendesk marketplace app that analyzes support interactions with the help of AI. It identifies the customer’s mood, personality traits, and motives, to provide feedback to agents to help them deliver appropriate answers.
✨ 100worte’s Psychological AI also analyzes ads, employee tests, applicant letters, and other texts.
Read more: Best Zendesk Integrations to Enhance Your Customer Service
Stella Connect
Stella Connect provides frontline teams with customer feedback, QA, and coaching. Real-time agent feedback is one of the most impactful means of conducting customer service quality assurance.
✨ Comes with an interactive 1:1 meeting tool.
Check out this Stella Connect comparison.
More resources on customer support quality assurance
Are you doing regular conversation reviews in your support team? Take a look at the full list of customer service quality assurance software out there. Create your own quality program, if you haven’t already, and see how it can boost your team’s performance and customer satisfaction.
