Since inception, quality management was organic and instinctive for Tucows. The way we worked with each other internally and with end users created a coaching culture. This made it easy to maintain our very high standards when retail support began with one brand.

Years later and after explosive growth, the amount of staff in our locations around the world created challenges to maintaining quality, and our now varied business lines have added even more staff. All this made us think deeply about optimal behaviours that go into creating great customer experiences.

Using Scorebuddy helped us break-down and quantify those approaches that accounted for our Initial awesomeness, so we can continue to teach staff how to do It on purpose instead of by luck

We started measuring TNPS (transactional net promoter score) several years ago and added NPS as we worked to identify the "secret" to our approach. We learned customers loved us, but we didn't know what we were doing that was so different.

Scorebuddy's approach is congruent with our own perspective on how to treat customers, so it was a great fit for the next leg of our journey. The interface is fast to learn and easy to use at any level and isn't bloated with a lot of useless "value-adds" no one actually wants or needs. It does exactly what you need it to do. Everyone is always so helpful, no matter how crazy our questions. They are very receptive to our feature request ideas.

Scorebuddy has now become an extension of our organization. It allows us to continue our unique coaching approach while maintaining standardisation that unifies the support aspect of our varied business lines. With agile development driving everything we do, we're not afraid to try anything and have used various third-party services, but none of them did everything. Having everything in one place in Scorebuddy is convenient. The built-in Analytics reporting saved us having to develop our own and we have a solution for the storage of coaching notes. In our coaching culture, the 360-degree visibility aspect allows us to work the way we prefer. Everyone from the newest agent up to the VP is involved in the ongoing dialogue about our approach, so we can continue to adjust it with changing trends. The ability for agents to reach back out to discuss scores and coaching puts development squarely into their own hands, too. It even allows us to gather information from the frontline for onboard training, internal documentation and to gain ideas for more customer-centric brand development.