Zendesk has become the standard helpdesk solution in many industries. 45% of the top gaming companies (some of the heaviest users of support tools) trust their ticket management to this particular software solution.
Zendesk QA automatically pulls tickets for internal quality assessments to improve customer support quality and consistency.
Auction Technology Group (ATG) is an online auction platform with leading positions in five markets. ATG’s success relies largely on the quality of its customer-facing interactions: implementing a Quality Assurance program was a no-brainer for the team.
We talked to the key stakeholders to understand how this partnership came about, how it’s worked out for both parties, and what other quality-oriented support teams could learn from this experience.
- Conchita Mauro, Senior Success Consultant at Zendesk shares why she saw quality assurance as a good fit for ATG;
- Amanda Black, Customer Service Manager at BidSpotter by ATG, describes how they’ve set up their QA program.
ATG’s QA process revamped for efficiency
ATG has been using Zendesk for a while. Before they started using QA, their Customer Service Manager, Amanda Black, conducted conversation reviews manually in spreadsheets.
Immediately before starting customer service quality assurance, ATG acquired another company, doubling its total agent count to 40 people overnight. With the sudden increase in review volume, Amanda was unable to continue doing manual support QA.
Conchita, the Zendesk customer success consultant working with Amanda, realized that ATG’s customer care team could benefit from QA software that would help them bring all agents to the same level of quality and fill any gaps in their team.
Here’s how ATG uses Zendesk QA internal quality reviews:
- Different scorecards and rating categories are used for bidders and auctioneers, which are the two main user segments on their platform;
- Specific quality criteria for emails, chats, and calls to make sure that agents follow the standards set out for different support channels (like using the appropriate opening line in chat, or not cutting off customers on the phone);
- A 5-point emoji rating scale for scoring conversations because the binary thumbs up/down system felt harsh and everybody loves smiley faces;
- Reviews are done by managers to help the team reach a consistent level of support quality.
Systematic quality reviews with Zendesk QA have been steadily pushing ATG’s customer happiness scores up by 1% point every month.
The majority of ATG’s requests come through chat which is why, besides Internal Quality Score and CSAT, they also keep an eye on their response and wait times. Though calls make up a small proportion of ATG’s customer interactions, they pay special attention to phone support quality because these are usually more complex cases and escalations.
Building and scaling quality-oriented customer care teams become efficient and productive with automated and user-friendly solutions for providing agent feedback.
Zendesk QA includes:
- Slack integration for agent and reviewer notifications;
- Custom scorecards with unlimited rating categories and a variety of rating scales;
- Automations to streamline the process as it scales;
- Easy reporting and a quality dashboard.
Zendesk QA comes with a free trial and a customer care team eager to help you with any questions you might have.
