Focus. Prioritize. Close. Celebrate.
Pathlight combines team and individual performance metrics with powerful coaching and communication tools to empower reps to focus on what matters: results.
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With Pathlight you get:
Omnichannel Support
QA conversations across chat, email, and phone.
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Custom Scorecards
Customize scorecards to meet your business and support needs.
Automatic Assignment
Assign tickets to graders based on tags, ticket status, and other fields.
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Root-cause Analysis
Drill down QA scores to identify specific interactions that caused poor CSAT.
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AI Assistance
Automatically detect sentiment, spelling and grammatical errors, and specific phrases.
Grade Sharing & Appeals
Automate grade sharing and ensure fairness through integrated appeal process
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Side-by-side view
View agent interactions and QA scorecards side-by-side.
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Score Correlation
Correlate CSAT with quality scores for individuals and teams.
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Annotations
Highlight specific text or interactions to deliver focused feedback.
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Customize your goals and metrics
Leverage dozens of templates or create your own custom goals with powerful metric creation workflows.
Consolidate all of your metrics in one place
Integrate QA with performance analytics to deliver personalized coaching and improve customer interactions.
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“Our end goal is to provide a great service to customers, and Pathlight is how I'm able to ensure that we're doing that”
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"Using Pathlight helps directors understand, for each AE, where they need to focus time, which tactics will improve their performance, and how to drive engagement.”
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“It’s been great to have that increased visibility into coaching and 1-on-1s. Those are intangibles that I can't know unless I have someone directly telling me what they are. Getting real insight into those agenda items has been super helpful.”
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“With Pathlight, CLEAR Ambassadors have instant access on their mobile phone to track their own goals. Managers can send messages to recognize wins achieved by certain individuals or to a whole team. Pathlight has been huge for maintaining a positive culture.”
“The ultimate 1:1 is when “I don't have to do anything, but respond to what the rep is bringing to me...They're outlining what their target is or what their goal is and are asking, how can I get there? How can I improve? And that's a great conversation. That's a conversation that builds trust.”
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