What users are saying about
3 Ratings
3 Ratings
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Score 7 out of 101

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Likelihood to Recommend

Maestro

Maestro works well in traditional coaching environments for customer support teams. We had some challenges rolling out our peer review system where agents rate tickets for other agents in addition to managers rating tickets. Their implementation staff went above and beyond in helping us think through our initial rubrics and provided coaching on how to configure things optimally for our business use cases.
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Feature Rating Comparison

Onboarding

Maestro
8.5
Manager tracking tools
Maestro
8.0
Compliance tracking and reporting
Maestro
9.0

Performance and Goals

Maestro
8.8
Line-of sight-visibility
Maestro
8.0
Performance tracking
Maestro
9.5

Performance Management

Maestro
9.0
Performance plans
Maestro
8.0
Manager note taking
Maestro
9.0
Performance improvement plans
Maestro
8.0
Rater nomination workflow
Maestro
9.0
Review reminders
Maestro
10.0
Workflow restrictions
Maestro
10.0
Multiple review frequency
Maestro
9.0
Reporting
Maestro
9.0

Learning Management

Maestro
8.0
Mobile friendly
Maestro
7.0
Progress tracking & certifications
Maestro
8.0
Learning administration
Maestro
9.0

Pros

  • Creating a completely customized rubric to grade tickets on the things you want to help your team grow in
  • Allowing managers to track how their agents are doing as well as providing concrete examples of work product for 1:1 meetings
  • Giving management peace of mind that agents are responding appropriately to clients
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Cons

  • The reports are fine, but it would be helpful if there were more ways to segment the population
  • Better setup for rolling out peer reviews across a larger organization
  • Generally, Maestro has been really responsive to our feature requests and has improved an already great product substantially in a year
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Likelihood to Renew

Maestro7.0
Based on 1 answer
Maestro is what we are comfortable with and probably what we'll stay with, but it can be slow at times and lacks certain functionalities
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Alternatives Considered

We selected Maestro over Qualitista and some hacked together Google Sheets scripts that performed similar functions. At the time Qualitista was in its early alpha stage and wasn't something that would have worked for our team. The Google Sheets script worked well for a small team, but didn't allow us to do what we wanted with peer feedback. The team at Maestro did a great job onboarding us and adding features for our peer feedback use case.
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Return on Investment

  • Maestro has helped our team give better, more consistent responses to our customers
  • Maestro has helped our managers do a better job coaching their agents
  • Maestro has given us better insight into the quality of our support team
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Pricing Details

Maestro

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details