Our customer service quality assurance software
Get AI-powered quality checks on your team's conversations with customers and 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 team’s conversations with customers. Score every conversation manually with custom-built scorecards and/or use automated AI-powered insights to see exactly where your team shines and spot opportunities for improvement – all without leaving your existing tools.
It’s the easiest way to recognise top performers, coach your team, and deliver consistently exceptional support.
Profile Ratings
Use this toolset to give each of your team members a profile and reputation to build based on real scores and feedback from customers. Track performance, highlight top performers, and give your team a tangible way to see how they’re doing – all while encouraging accountability and excellent service.
Within the Profile product you can enable both or just one of the above tools for effortless customisation.
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 just a few clicks, link your system to Profile and see your solved conversations ready for scoring
Custom scorecards
Build scorecards and set marking criteria and rating scales to evaluate your team’s performance
Manually score
Filter your conversations and select which ones to score using your chosen scorecard to provide feedback for 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
Customer 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. on Trustpilot) at the end of the agent rating process flow
Profile®
Pricing
Simple pricing & no integration time required
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 team’s conversations with customers. See exactly how each person is performing and what could be improved.
Internal quality feedback & conversational insights
Score each team member across custom metrics that you define and identify improvement points. Use our quality insights to spot when a team member is having an off day, where someone might need extra training, and – just as importantly – who’s consistently delivering standout conversations with customers.
Preview Ratings Flow
See live what your customers will see when rating and reviewing your customer service team.
Customise Ratings Portals
Customise the actual ratings flow and 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 third-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.
Business users
5 licences are included free of charge with each business account, and you can use business users for managers, admins and more. Additional business users are billed at £10 per month per user.
Seamless integration with 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, and Oracle. Get in touch to ask us about integration with your tech stack.
Agent Invites
Agent Wallet
Agent profiles
Agents can customise their Profile to make it unique for them, whilst still keeping it in line 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.
Instant benefits
You can achieve increases and improvements in a variety of areas, including the below.
Ratings & Tips
Customer support agents gain feedback and tips for the service they provide, and can boost their income instantly by continuing to do the great work they’re already doing.
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.
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 lasting, tangible impact for our planet – one tree at a time.
Our other products
An outsourced customer service team like no other.
Simple pricing, incredible quality - all on 30-day rolling contracts.
Our AI customer service software designed to free up your advisors and delight your customers – without replacing the human element of your outstanding customer care team.
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Say Hi
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Book In A Chat
Want to book a time that works for you? You can put time straight into our calendar here if you want to hear more.
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