Zendesk QA

Vorteile

My managers use this tool to provide me with quality assurance scoring on selected cases that we work on. My cases are imported from Front and allows me to view the entire conversation thread and the specific reply that I was graded for within Klaus. There is a section for me to view the breakdown of my scorecard and any comments my manager left, along with a comment section to leave my own comments. The dashboard is also very detailed and allows me to see my scores for different periods and I also get the alerts when I am scored to my slack along with my email. There are a lot of things that can, no doubt, be accomplished by using Klaus that would save you the time of having to hammer though excel to create the perfect scoring sheet.

Nachteile

I have not had to use it it in a manner so as to have a bad experience with the software. It's simple and efficient.

Vorteile

We adopted Qualitista after shopping other CX QA programs for a few reasons. As a company that was finally outgrowing our home-grown QA solutions, we wanted to find an affordable system that included integrations with our CRM software (Kustomer), had a very responsive team to support & help us grow in our QA journey, and had an easy-to-use interface. We didn't need all of the bells & whistles that some of the pricier options included, but we did like the idea of being an early adopter with a newer startup that would prioritize our needs in building their roadmap. We've found exactly that - exceptional response to questions, quick fixes when something goes wrong, and a willingness to partner with us rather than "manage" our process.

Nachteile

Sometimes the speed to roll out new features overtakes our communication, but it's definitely gotten better :)

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Zendesk QA

Vorteile

zendesk QA is used for process that evaluates customer service conversations to ensure they meet quality and reliability standards,

Nachteile

endesk's QA tools may not offer deep customization for specific workflows, making it challenging to adapt automated testing for unique business needs.

Vorteile

1. Super easy to learn and implement
2. Great dashboard and simple commands for actions
3. Effective Realtime tracking ad monitoring

Nachteile

1. A bit expensive
2. Multi-login sessions are not supported( Web and phone together while travelling)

Vorteile

Easy solution for making reviews or quality audits on coworkers. It keeps track of everything, being able to link it with our ticketing system and create custom scorecards. Great stuff with a good sense of humor.

Nachteile

Filtering reports can be quite bothersome if there are a lot of agents to search from since the interface gets quite slow.

Vorteile

* Ease of onboarding
* Versatility of use (adaptable to different needs, even within the same account different teams can use it as they see fit
* Customer service

Nachteile

* Documentation/Knowledge base is yet to be fully developed

Vorteile

It makes giving feedback to the customer support team so convenient that it's actually enjoyable. Amazing reports are just a cherry on the cake.

Nachteile

Can't say anything bad besides the price tag. It's quite heavy for a small team who could handle to QA without the tool

Vorteile

- Visibility on every level
- Customizable on the fly
- Best customer service
- Easy implementation
- Reps are THE BEST!!!!

Nachteile

NOTHING! There is nothing wrong with this product. Everything is amazing! Don't even think twice. GO WITH QUALITISTA!

Vorteile

It saves you a lot of time on tickets review and helps to keep track of agents performance in one place.

User friendly design and ease of use!

Nachteile

Nothing in particular, we had a few glitches with the tool when we started but they are all gone now and everything works smoothly.

Vorteile

I like how it works with Intercom and how our agents find it useful.

Nachteile

It's a pretty fresh product still I didn't find anything major that would make me complain.

Vorteile

We just moved over to Klaus a few months ago and it has helped my team track our teams' performance more accurately.

Nachteile

It takes a minute to get acquainted with it but then it rocks.

Vorteile

The platform is easy to use and set-up. It has been valuable with coaching and providing feedback to the agents. I also love how they are constantly improving the platform.

Nachteile

I wish that the coaching form was more customizable.

Vorteile

Features that our support channel service doesn't provide: random selection of tickets, advanced filters, conversation rating, conversation timeline, convenient tag usage

Nachteile

For someone who starts with a conversation QA it is hard to decide where to begin and how to set-up everything. I would say that in-platform tours would be a good feature to have.

The other thing are ratings, while 3 point ratings don't reveal much of the information, the 5 point system is too much. The 4 point rating would be a good fit for our company so we can distinguish feedback in the following ratings: Bad, Ok, Good, Wow

Vorteile

Qualitista has been a life saver! I'm the Training and Quality Specialist for an app startup and this is a new position for the company. We still don't know some of things that I'm going to be responsible for, but I have so many ideas. The way I was doing ticket assessments before took SO much time that I couldn't work on anything else. I saw Qualitista and was instantly excited about the time I was going to save and the depth in which I'd be able to get with assessing our team members. The progress tracking, the feedback communication, all of it in one place? This program has helped me SO much!

Nachteile

I haven't found anything I don't like about it so far.

Vorteile

The software is very user friendly. I can easily manage and view statistics for individuals.

Nachteile

So far, I really like the software. Occasionally we have outages however it's addressed right away when notified to your support team. The customer service all around is awesome.

Vorteile

It's fun, and super intuitive and the customer service is great - all great things to make a product truly work for you.

Nachteile

The only thing I have slight issues with would be the delay in CSAT being pulled and sent and the conversation filters aren't as customisable as I'd like, but this doesn't deter from the overall experience.

Vorteile

Klaus is very easy to use to set up all the different things a company would need to include to give reviews, comments and feedback on the employee's work in a certain period of time. Accessibility to have this software integrated is set up nicely, and is not complicated.
Also, it is comfortable to have the results and feedback displayed in various ways, whether in a table or grid view, it is a really thoughtful feature to be included for everyone.

Nachteile

At times, it may be glitchy and repetitive work is required, however, it all depends on each section, so no major complaints about this.

Vorteile

Being able to access Klaus anywhere at any time is really handy as I can check on my latest or previous QA feedbacks when I need it.

Nachteile

It does not load as fast as I would expect from a web application that is integrated with our chat tool but it still does the job pretty well given the few seconds of wait time.

Vorteile

I love the ease of use for organizing and reviewing conversations! It really makes a potentially messy job super easy by stripping out all of the customer's data and just allowing us to focus on the content! It's really helped!!

Nachteile

It was kind of confusing at first but once I got the hang of it was great! It didn't take long to get up to speed.

Vorteile

Platform that is very easy and fun to use. Friendly and clean UI with everything that we need in one place. Their customer support is just awesome - very responsive!

Nachteile

We haven't encountered any dealbreaking issues.

Vorteile

Klaus is really user friendly. It makes QA amongst my teammates really valuable. We hadn’t used any other tools before and Klaus has proven to be what works best on both ends. Their support team is great too.

Nachteile

I don’t have any complaints or cons. It’s great

Vorteile

The customer support is top notch and issues are addressed and resolved quickly.

Nachteile

The feature set isn't there yet, but they are constantly adding new features and the team is responsive to suggestions and areas for improvement.