With Pathlight QA you get:
QA conversations across chat, email, and phone.
Customize scorecards to meet your business and support needs.
Assign tickets to graders based on tags, ticket status, and other fields.
Drill down QA scores to identify specific interactions that caused poor CSAT.
Automatically detect sentiment, spelling and grammatical errors, and specific phrases.
Automate grade sharing and ensure fairness through integrated appeal process
View agent interactions and QA scorecards side-by-side.
Correlate CSAT with quality scores for individuals and teams.
Highlight specific text or interactions to deliver focused feedback.
“Digit is on a mission to make financial health effortless and we strive to make the customer support experience effortless as well. It’s critical to our business that we ensure our interactions with customers meet or exceed their expectations. Understanding what's happening across those interactions and knowing where to focus and how to empower our team to do better enables us to achieve our CX goals. This is where Pathlight and their QA offering plays such an important part of that strategy.”