TrustRadius Insights
Dashboard feature: Users appreciate Scorebuddy's dashboard as it keeps them updated with process knowledge and helps manage their team's …
Overview
What is Scorebuddy?
Scorebuddy is a cloud-based quality assurance software that has been designed specially to evaluate customer interactions across various channels, such as calls, emails, social media platforms, and live chat. It helps in measuring and improving the performance of staff by analyzing multi-channel customer...
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What is Scorebuddy?
Scorebuddy is a call center quality monitoring software offering from the Irish company of the same name.
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://scorebuddyqa.com/uk/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Product Demos
Scorebuddy Demo AM
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Product Details
- About
- Integrations
- Competitors
- Tech Details
What is Scorebuddy?
Scorebuddy is a cloud-based quality assurance software that has been designed specially to evaluate customer interactions across various channels, such as calls, emails, social media platforms, and live chat. It helps in measuring and improving the performance of staff by analyzing multi-channel customer interaction in contact centers. The primary aim of Scorebuddy is to help improve consistency among agents while increasing their engagement levels, which leads to an improved overall experience for customers.
This all-in-one quality management platform offers flexible scorecards, integrated surveys with flexibility in delivering CSAT NPS surveys, rich dashboards helping users access information easily and quickly. Additionally, it includes AI text analytics feature as well as learning and development programs all within one integrated platform. It's suitable for various domains like consumer finance industries or heavily regulated ones such as insurance providers. With its scalable solutions catering from smaller businesses up to enterprise-level organizations looking for comprehensive platforms that deliver features such as automated analysis reporting or identifying drivers of sentiment leading to potential trends decreasing churn rates; Scorebuddy provides useful solutions for any organization seeking better customer satisfaction across multiple communication channels.
Scorebuddy Features
- Supported: Text Analytics & Customer Sentiment Analysis
- Supported: Integrated Survey tool
- Supported: Topic and CX Dashboards
- Supported: Topic Discovery Studio
Scorebuddy Screenshots
Scorebuddy Video
Scorebuddy is a Contact Center QA solution
Scorebuddy Integrations
Scorebuddy Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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Reviews
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
- Recommendations
Dashboard feature: Users appreciate Scorebuddy's dashboard as it keeps them updated with process knowledge and helps manage their team's performance. The well-structured, flexible, and individually adaptable dashboard allows for quick searches through all scorecard data and running of pre-set reports. Many reviewers found the clarity of information on the dashboard highly appreciated as it helped them easily understand their performance and identify areas for improvement.
Autosave function: The autosave function in Scorebuddy was highly appreciated by users as it continually created and updated drafts of current projects safeguarding their workflow from system crashes. Reviewers found the interface clean, easy to use, friendly, and simple to navigate which made it suitable for daily tasks. It also provided a clear statistical study on team-wise and metric-wise performances that significantly improved the QA process across multiple departments at different companies.
Reporting & analytics tools: A wide range of reporting and analytics tools make Scorebuddy highly useful platforms according to users who love its format. They find the software simple to deploy, quick to train team leaders on how to use with great customer support making everything they need available in one tool. Additionally, they appreciate the fact that it can integrate with other CRM systems but sits well as standalone software also allowing customization of reports metrics needed for any given audience quickly pointing out root causes.
Confusing User Interface: Some users have reported that Scorebuddy's user interface is confusing and outdated, making it difficult to navigate and administer tasks. They feel that the system can be tedious and redundant at times, and they wish they could save certain filter presets.
Lack of Reporting Features: Many users find the reporting features in Scorebuddy limited, making it challenging to get an overview of quality across all scorecards. The analytics section can sometimes be a little hard to access, and the UI is hard to navigate.
Technical Issues: Several users have reported experiencing technical flaws with Scorebuddy such as login issues and losing work due to the autosave function not working. Others have found IT support challenging when the system crashes, or when they encounter a slow website which delays their team's work.
Users have made several recommendations for Scorebuddy based on their experiences. The three most common recommendations are as follows:
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Utilize Scorebuddy instead of a spreadsheet for analysis. Users suggest that Scorebuddy is a more effective tool than spreadsheets for analyzing data. It offers comprehensive information in a single forum, making it a convenient and reliable alternative for quality assurance purposes.
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Set up a scorecard quickly. Users recommend Scorebuddy for organizations looking to swiftly establish a scorecard. It provides the necessary features and capabilities to efficiently monitor, measure, and evaluate various aspects of quality.
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Know your requirements before trying Scorebuddy. Users advise having a clear understanding of specific needs and expectations before using Scorebuddy. This enables users to effectively utilize its functionalities and tailor it to their unique quality monitoring and improvement goals.
These recommendations highlight the strengths of Scorebuddy, such as its user-friendly interface, prompt customer support, and its ability to facilitate quality scoring, reporting, and trend identification. However, some users also suggest that Scorebuddy may not be the best option for creating dashboards, and express a desire for more options when exporting data. Overall, users highly recommend Scorebuddy for quality monitoring, analysis, and improving customer service.