Playvox Quality Management for Support

Quality assurance, coaching and gamification in real-time

Additional fees may apply
Some apps may require a purchase or subscription outside of Zendesk in order to function properly. See app description for full details.
Preview image of app
Preview image of app
Preview image of app

Extend the capabilities of Zendesk Support with Playvox Quality Management (QM), a comprehensive, flexible and digital-first solution that lets you move beyond basic Quality Assurance (QA) to full Quality Management (QM), so that you don't just identify problems, you fix them. Playvox QM provides quality assurance, coaching and motivation tools seamlessly integrated into Zendesk.

With Playvox and Zendesk, you unlock the full potential in every employee and every interaction while transforming customer service operations into hubs of efficiency, effectiveness and engagement.

  • Monitor service quality in the easiest way possible:

    • Filter the most important support tickets
    • Create quality scorecards in minutes
    • Evaluate customer Interactions
    • Assign workloads to your quality analysts to streamline the process of selecting interactions to evaluate
    • Evaluate customer Interactions efficiently
    • Instantly uncover CS problems
    • Generate reports based on evaluation results
    • Conduct calibrations with your quality teams
    • Manage the effectiveness of your quality analysts by conducting evaluations on their work
  • Drive continuous agent improvement:

    • Create templates and enable a repeatable process to streamline feedback
    • Tailor coaching templates to identified needs, recurring CS problems & team issues
    • Deliver real-time feedback to your agents
    • View team's progress over specific periods of time & identify the effectiveness of each coaching session
  • Recognize & reward your team based on their results

    • Build real-time collaboration around CS teams to keep all stakeholders actively engaged in the QA process
    • Award points, rewards, and badges based on quality scores, coaching sessions or other metrics you track in the system

Request a Free Trial or Schedule a Demo!

App details

Works with
Support
Author
Playvox
Price (USD)
Free to install
Additional fees may apply
Some apps may require a purchase or subscription outside of Zendesk in order to function properly. See app description for full details.
See pricing details

What people are saying

5.0

(2)
2 reviews
Anonymous
over 2 years ago

Playvox is a very amazing tool! It is very helpful in monitoring my performance. I can easily see if I am performing well or not. It helps in identifying what's the problem and how to fix it. Whenever I received coaching or evaluation, I can easily provide feedback or submit disputes. It is very user-friendly and very organized. Its "Community" tab is very awesome that you can post in there like sharing positive thoughts or appreciations which I believe greatly helps in motivating colleagues. Also, the Karma points inspire everyone to work well. Overall, I would say that Playvox is a must-have tool! It has everything you needed in monitoring employees' performances and at the same time, give them rewards.

Anonymous
over 6 years ago

PlayVox is without a doubt excellent! In the short 6 months that we've had PlayVox up and running for our support team, we've seen morale skyrocket! We utilize the karma store feature as an incentive program for the team and they love it! We have a super busy support workflow, so giving agents an opportunity to communicate with each other outside of work questions and work events has been amazing! They have been working together more and are learning to support each other as well as our users. It can sometimes turn into the peanut gallery, but it's been positivity all around. The quality and coaching features are excellent and don't leave much room for wanting (depending on your QA flow of course). The "Mark as acknowledge" feature for both coachings and QA's has been excellent for holding everyone accountable (team leads included). Not to mention their extremely receptive support and product team! A few of the suggestions I had made at the beginning of our PlayVox use are now features and the product team is very responsive and on their A game all day every day! Their support team is absolutely wonderful and welcoming, I've never had a bad experience. Sometimes I can ask some pretty in-depth questions and the team has been really awesome about making sure I get a correct answer, and providing me updates if they don't have it right away. If you were checking out Maestro, stop it! I tried them out as as well and it didn't have close to the functionality of PlayVox. Not to mention PlayVox's "Interactions" search for agent tickets is always up to date with brand new tickets and chats (unlike Maestro if this was one of your pain points). Our sales team is even about to start using PlayVox! They don't have a QA program, but they use it for coachings, community, and even more incentives! No matter your workflow and needs, PlayVox probably has you covered. If you're thinking about it, start a trial! It may not be a perfect fit for you, but the team is more than happy to help you figure out any workflow needs and answer any strange questions you may have. (Big shout out to Juan for being awesome!) Thanks!

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