The conversation quality assurance platform
AI-powered quality checks on your team's conversations with customers, deep conversational insights, combined with profiles for individual team members to receive reviews and tips from customers.
Quality Scoring
Use this toolset to internally score your teams conversations with customers, both manual and automated AI scoring are available.
Profile Ratings
Use this toolset to give each of your individual team members a profile and reputation to build based on scores from customers.
Connect your customer service communication system in 3-clicks
Customise scorecards and manually score conversations, or use AI
See quality performance metrics and conversation insights
Your conversations
In a few clicks link your system to Profile and see your solved conversations ready to score in Profile
Custom scorecards
Build scorecards and set marking criteria and rating scales, to evaluate your teams performance
Manually score
Filter your conversations and select which ones to score using your chosen scorecard, provide feedback to your team
AI-assisted score
Automate the scoring of up to 100% of your conversations and capture conversational insights
Quality insights
A true view of each team member and how they communicate with customers, see who needs to improve
Customer conversation ends
Profile rating invite triggered
Customer reviews experience
Individual profiles
Each agent gets a Profile, which now means they have their own identity and reputation
Ratings & tips
Agents collect ratings and optional tips from customers after each customer service conversation
Agent insights
Businesses get insights about agent quality, such as politeness and responsiveness
CX insights
Businesses capture customer experience insights through surveys built into the agent ratings flow
Third party reviews
Businesses can invite customers to leave reviews (e.g Trustpilot) at the ends of the agent rating process flow
Live Demo
Book a product demo with our team in less than 30 seconds, we often accommodate same day demos.
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Automated AI Scoring Credits
Use these credits to boost the amount you get included with your Quality Scoring licence. Use them to automatically score your teams conversations with customers and see exactly how each person is performing and what could be improved.
Business Users
5 licences are included free of charge with each business account, you can use business users for managers, admins etc. Additional business users are billed at £10 per month per user.
Your tech stack
Profile works with your existing tech stack and doesn't require any IT time from your team. This commonly includes systems such as Zendesk, Freshdesk, Salesforce, Gorgias, Oracle etc.
Internal quality feedback & conversational insights
To achieve extraordinary conversations with customers you need to have full visibility over all the human interactions between your team and your customers.
Score each team member across custom metrics that you define and identify improvement points.
Create custom scorecards
Set your marking criteria, score type, description, and criteria score %, build scorecards that suit your business. Set up multiple scorecards for specific teams or use cases.
See your conversations
Pull your solved conversations and tickets from your system (e.g. Zendesk), and use filters to find conversations that you want to score.
Automated quality checks
Use your custom scorecard to evaluate how your team are interacting with customers, or allow our AI-powered quality checker score them for you.
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Real-time view of quality
With quality insights you'l be able to see which team members are having an off-day in terms of how they are talking to customers, or people who are constantly under performing in a specific area and need training. And also the team members who are absolutely having great conversations with customers
Agent focused customer feedback
Create true accountability across your customer service team, each agent has a profile which is a reflection of their reputation.
Gain feedback from your customers when they are in a state of high engagement after a human-to-human interaction with one of your customer service agents.
Understand which of your agents are providing the most exceptional service and are delighting customers.
Preview Ratings Flow
See live what your customers will see when ratings and reviewing your customer service team.
Customise Ratings Portals
Customise the actual ratings flow, decide which components to include (e.g. allow tips or don't allow tips).
Reporting
Visualise insightful data about agent performance, customer satisfaction, and overall customer experience.
Build Surveys
Build comprehensive surveys from inside the Profile software, or you can use your 3rd party survey tools.
Disputes
Initiate and oversee disputes for both manually and AI-scored conversations.
Actions
Businesses can generate traceable and contextual actions, offering a direct-to-agent tool for training and enhanced accountability.
Integrations
There is no IT time required to start using Profile and gathering ratings from customers. It works seamlessly with your customer messaging system or CRM.
Instant benefits
You can achieve increases and improvements in a variety of areas, including the below.
Ratings & Tips
Agents gain feedback and tips for the service they provide as a customer service agents.
They boost their income instantly by carrying on doing the same great work they do today.
Tips are managed in the agent's Resolvable wallet account, or optionally can be paid by your employer directly into wages.
An identity
Each Profile is unique to the person not the business, agents can take their Profile with them during their career.
Agents can review their ratings and feedback and understand how they can improve.
Agents build their Profile around their own personality and identity, and create a more human-to-human connection with customers.
Agent Invites
Agent Wallet
Agent profiles
Agent's can customise their profile to make it unique for them but still keep it inline with any relevant brand guidelines.
Actions
Agents can view and react to business-specified actions, providing a trackable and contextual means of handling training and improving accountability.
Disputes
Agents have the ability to assess both manually and AI-scored conversations and raise disputes for those they deem inaccurate.
Talk to us
Talk to our team to understand how you can supercharge accountability and job satisfaction for your agents.
Start a free trial
Talk to our team today and start your free trial of Profile.
No card required 
Backed by a guarantee✣
- 30 days completely free
- Cancel any time, no questions asked
- Free consultancy from our CS experts
- Your money back if we underperform
- And much more
For every Profile account created, we'll plant 100 trees!
Yes real trees, we sponsor climate positive projects that result in real trees being planted.
Our proprietary technology and unique operational formula allows us to offer flawless quality of service at an extremely cost-effective price.
Next steps
Live Demo
Book a product demo with our team in less than 30 seconds, we can usually accommodate same day demos.
Say Hello
Prefer a quick chat with our team right now? Say hello today on email, or call us - don't wait for tomorrow.
