External customer service feedback like CSAT doesn’t give a full picture of the quality of you customer care. These 3 hacks will make internal quality reviews your daily routine.
As much as we praise customer service quality assurance per se, we’re declaring war to the term "QA". We believe that "conversation reviews" does a lot more justice to the process for a number of reasons.
Conversation review is the quality assurance process for customer support. Knowing how to set up a good review process will help you drive quality in your team.
To focus on specific aspects, add as many ticket review categories as you deem necessary.
If you’re reading this, you probably have a vague sense that you should be analyzing your support conversations. But… why?