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Boost Customer Experience
With Scorebuddy

Enhance CX With Conversational Analytics

Contact centers are dealing with more interactions and higher expectations than ever before. Using Scorebuddy, you can analyze 100% of agent-customer interactions to understand why customers are calling—then design personalization and retention strategies based on this information.

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QA Processes Dashboard

Manage Your QA Processes

Quality assurance can be a complex process. With a purpose-built QA platform like Scorebuddy you can carry out evaluations using fully customizable scorecards, deliver targeted training with a CX focus, and monitor processes to ensure that agents adhere to best practices.

Optimize CX Across Every Channel

Optimizing customer experience at every touchpoint is essential. Agents should know where the customer is in their journey and personalize accordingly. Scorebuddy integrates with all major CRMs, so you can manage tickets across every channel and give agents the data needed to provide exceptional CX.

CX Multichanel

Carry Out Root Cause Analysis

It’s not enough to identify issues within your QA system—you need to determine root causes in order to resolve these problems efficiently. Working in tandem, scorecards and conversational analytics highlight knowledge gaps, process failures, system errors, and other underlying issues.

Scorebuddy QA System

Make Better Decisions With Reporting & Dashboards

Gathering information is one thing, but using it effectively is another. Scorebuddy’s in-depth reports give you relevant, accurate information that can be used to make data-driven decisions, while agent dashboards offer greater transparency—improving performance, morale, and customer experience.

Scorebuddy Reporting and Dashoards

FAQ

How does Scorebuddy help improve customer experience (CX)?

Using GenAI Auto Scoring, customizable QA scorecards, and conversational analytics, Scorebuddy helps users uncover knowledge gaps, poor agent performance, systemic errors, and more so they can take quick corrective action to improve service quality and improve customer loyalty and retention.

This level of insight allows for a more proactive approach to customer service, so you can tackle issues before they escalate or cause customers to churn.
How does Scorebuddy use conversational analytics to enhance CX?

With AI-powered conversational analytics, Scorebuddy is capable of analyzing 100% of your interactions to identify CX trends and patterns, root causes of issues, changes in customer sentiment, and more. This ability to uncover detailed learnings from every aspect of the customer journey ensures you have the real-world insights necessary to address operational bottlenecks, improve agent coaching, and deliver a personalized customer experience across the board.
Can Scorebuddy help identify root causes of customer experience issues?

Yes, through a combination of QA scorecard evaluations, conversational intelligence, advanced reporting, and embedded AI features, Scorebuddy can help uncover underlying problems like agent knowledge gaps, process inefficiencies, workflow bottlenecks, and more. Using this data, you can then address the real root causes of customer satisfaction—not just the symptoms.
How quickly does Scorebuddy impact customer experience?

Many of our customers have reported tangible improvements to customer satisfaction (CSAT) scores within the first few months of implementing Scorebuddy for their quality assurance function. This is typically due to enhanced QA coverage, accelerated workflows, more targeted coaching, and the surfacing of more relevant CX insights.
Can Scorebuddy analyze interactions across multiple channels?

Yes, Scorebuddy is capable of analyzing customer conversations across multiple channels and fully supports an omnichannel quality assurance process. This includes voice calls, live chat, emails, SMS, social media platforms, and more. With omnichannel QA coverage, you can manage tickets from any source and ensure evaluation consistency regardless of which channel the customer is using.

From Our Customers

user

Scorebuddy has provided BenefitMall with an application for building consistent and customer focused quality evaluation solutions across business units and locations.  Our front line now depends on Scorebuddy as an integral part of performance development tools used with staff.  Through this journey we have evolved from using home-grown solutions to using Scorebuddy’s robust reporting and analytics; which informs data driven decision making at multiple levels in our service organization.

Ron Tiesler

Executive Director
BenefitMail

Read our customer case studies

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