An essential feedback tool for your support team
January 17, 2019

An essential feedback tool for your support team

Matt Dale | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Maestro

We're using Maestro in our Customer Support team (60 people) to check the quality of agent responses to clients. Agents review each other's tickets and managers review tickets of the agents working under them. Managers use the ticket reviews to prompt coaching discussions in weekly 1:1 meetings with each of the agents working for them.
  • 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
  • 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
  • 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
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.
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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