Lookback vs. MaestroQA

Best suited to conduct remote interviews that are moderated and facilitated by the interviewer/researcher.

Not the best if you want to do it unmoderated, there are much more sophisticated tools out there. Unfortunately, for a design research team that does both these kids of research, it can be hard to get budgets to get two softwares and hence the Unmoderated Feature can seem super undercooked and doesn’t really do the job.

Otherwise it’s a great tool

Incentivized

If you have a small to mid-size Contact Center, MaestroQA is a wonderful tool to measure the quality of service being delivered by your agents.

Incentivized

• Organization of user interviews
• Sharing of interviews across the team
• Creating highlights of insights

Incentivized

• Monitors the quality of our agents
• Provides a user-friendly front end
• Provides detailed reporting

Incentivized

• Unmoderated interviews is still under cooked as a feature
• The process of how participants have to download an app to start an interview is a large friction point for us

Incentivized

Once you understand how the interface works, it works great, but there is a learning curve

Incentivized

Zoom was way more expensive and it o is designed to other things apart from just running qualitative interviews. It also requires a different kind of approval and different approval processes to go through when trying to get it simply for qualitative research purposes.

Lookback records, scribes, helps observe and provides a sentiment check as well in the price that it does

Incentivized

NICE CXone has a great QMS - Quality Management System, but it comes at a much higher cost than MaestroQA

Incentivized

• It allows us to understand our customers’ problems in a very team compatible way.

Incentivized

• We saw an instant improvement in our Agent's quality
• This is truly a collaborative tool - Quality Analyst - Agent

Incentivized