Customer service quality assurance is an integral part of all quality-oriented support teams’ daily operations. As it’s a process that can involve a lot of manual work, most businesses use support QA software solutions to streamline workflows and save themselves hours every week.
There are several support QA solutions available for Zendesk users on the Zendesk marketplace. These apps plug directly into your helpdesk 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 apps available on the Zendesk marketplace.
Klaus is a customer service quality assurance tool that 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.
✅ Advanced filters help you find the support interactions that need your attention.
✅ Custom scorecards and rating systems allow you to create your QA processes based on your company’s unique needs and quality standards.
✅ Support Quality dashboard gives you an overview of your team’s performance and lets you zoom into details on the individual agent, ticket, and rating category level.
✅ Automatic notifications let agents know about the feedback they’ve received via Slack or email.
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.
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 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 comparison.
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 light-weight Learning Management System for agents. Check out this Playvox comparison.
Observe.AI uses artificial intelligence to monitor call center quality and offers AI-based coaching and insights. Voice AI helps to identify the parts of the call recordings that need your attention.
👉 In addition to facilitating support QA, Observe.AI gives you an overview of the reasons why customers reach out to your support in the first place.
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 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 Professional plan costs $39/month/agent. Check out this MaestroQA comparison.
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.
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.
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.