MaestroQA Reviews & Product Details

I like how easily my grader can click and select sentences within my chat and, just as easily, add annotations. Their layout is easy to understand and fairly intuitive. The main page's UX feels intuitive and the data sets derived from your grades feels like a really helpful pace and progress check at a quick glance. Even beyond that glance, exploding that data set further for more insight is also helpful. Review collected by and hosted on G2.com.

The number of clicks needed to finally get to my review can be tedious and was confusing at first. I just want to read my notes right away, not go through three pages to finally click on the folder to view detailed notes. But, all in all, that was my only complaint. Review collected by and hosted on G2.com.

Great reporting, usability, and team collaboration tools that help our organization to keep a neat, organized, and streamlined evaluation process.

Out evaluations are accessible to the agent and can see and action feedback based on the parameters we have set and nicely integrates with our ticketing system tool.

Calibrations capabilities come very handy when evaluating cross-region teams as it allows us to have e much more holistic view of any negative practices our team might be incurred on.

The flexibility of creating rubrics to have different evaluation perspectives and filters have made our reporting and evaluation efforts much easier in handling different aspects of our team and to separate different product needs. Review collected by and hosted on G2.com.

I have not been able to spot deficiencies at this point. Exporting reports and perhaps a more personalized experience in terms of saving search filters could be something to improve.

Another thing I would like to see is a way to access grades with fewer clicks. Sometimes this could be a little time-consuming but I may be missing something.

The integration with Zendesk might also be improved in my opinion in the way it is presented in comparison to how Zendesk tickets display the history of the conversation. Zendesk displays newest to oldest and Maestro view goes all the way around. Review collected by and hosted on G2.com.

The equilibrium in the interface, visually balanced, and easy to navigate. Your time will not be wasted. Review collected by and hosted on G2.com.

I feel good with the interface... I don't think there is something bad... maybe I can say how space has been handled, it could be more visually comfortable because if you don't know how to use it, at first sight, you might fell ''this is too much'', where can I go? where do I need to go? Maybe they can play with the visual path. One of the columns of Web design is the manipulation of the viewer sight, where you want to take the user, so they can feel at home, for example, Google's Page (not their browser).

That's the only thing I can maybe have an opinion about something out of the equilibrium. It's Maestro's House, lead the way. Review collected by and hosted on G2.com.

I've used Maestro for one year and it's an accessible and easy to use platform that takes you to every function smoothly. What I like the most is that you guys are always open to receive comments and impressions from the users.

I had the opportunity to test a new recent recording function with Zendesk and Maestro where I had to download a plugin and record my screen while solving some tickets.

We were prevented that the computer could perform slowly when recording but it worked great and I did not have any issue.

I must say that I didn't have enough information at the beginning to use the new function so I had to try it and see how it went. I would have preferred to have a wider explanation and more details in the "Learn more" button but it worked well in the end.

Since I wasn't sure how to use it, I just decided to refresh Zendesk and then a pop-up appeared to start recording (but that was something I didn't know, I think I was lucky).

As a suggestion, more clear instructions on this specific function would be great for newbies like me.

The initial tour that the platform provides is also very helpful and a great way to learn how to use it. Review collected by and hosted on G2.com.

I consider UI design could be improved with more attractive colors. I understand that every brand has a specific identity, however, a more diverse pallet could be a great way to keep the user's attention while working on the platform. Review collected by and hosted on G2.com.

MaestroQA has given me and my team the opportunity to support our CX team in a new way. We have complete control over our rubrics, and can have these be in line with our company goals as well as our customer needs. Reporting allows you to dig into your grades and really pull out your focus areas, pair that with the coaching tools and you’ve got a plan for improvement at your fingertips incredibly quickly. Review collected by and hosted on G2.com.

It would be great to be able to customise the ticket review pdf export format a little more to make sure it’s really user friendly to read.

It would also be great to be able to customise the axis and colours of the graphs in reporting rather than needing to export raw data to do that.

Minimal things on the whole, the software is great. Review collected by and hosted on G2.com.

I love how quick and easy it is to grade tickets. Getting it implemented was not too bad although with Salesforce things are a little clunky. Everyone that we worked with from Sales, Customer Success and Support have been wonderful and easy to work with. We knew we were making the right call to go with Maestro as we investigated other solutions and that still remains true now that we have gotten things rolling. Highly recommended ! Review collected by and hosted on G2.com.

There are a few limitations we ran into like not being able to edit a scorecard once tickets are graded Review collected by and hosted on G2.com.

I like how the interface is very user friendly and it allows me to know where I am and how I can approve my work ethic. Review collected by and hosted on G2.com.

Maybe an email with a preview of the QA and it it offers you to see the full thing by accessing the website. Review collected by and hosted on G2.com.

The coaching tab is very useful addition to my syncs with agents. I like that I can look up an agents score and grades and any feedback that the rest of my team has given (Since we all grade a little bit of everything). I like that I can keep tabs on my previous meetings in one place and then, I can share them with their Team Leads. I also really like that I can do almost all of my work on one platform. It links to Zendesk seamlessly and pull up changes to macros. Review collected by and hosted on G2.com.

I wish it was a little easier to delete a block of assignments (for when I accidentally send out AN automation). I also wish there was more instruction on reporting so you can really customize it. Potentially having a tutorial or guide on how best to utilize it would be helpful. Review collected by and hosted on G2.com.

MaestroQA offers an intuitive platform with clear navigation. Creating scoring rubrics is an extremely easy process and can be customized to your liking. Reporting varies from broad to granular and meets all our expectations.

Customer support is always readily available and our questions are answered in a timely manner with step-by-step instructions when needed. Help articles are posted on a regular basis and offer insight to new and updated features, which we really appreciate as well. Review collected by and hosted on G2.com.

Sharing scored rubrics with agents can be confusing at times. There are multiple ways to perform actions which creates inconsistencies amongst the wider team. While reporting as a whole is almost perfect, it would be great to have the option to review trends over time without calculating it manually. Review collected by and hosted on G2.com.

It is very detailed and you can see at a glance where you need to improve. I also like the fact that it has a plain view, nothing complicated on the user-interface. Review collected by and hosted on G2.com.

Sometimes tickets that have been reviewed from the past week appears again on the current week. It would be best if this kind of situation be lessen Review collected by and hosted on G2.com.

Maestro is a tool I use to make sure I always keep up with my clients in the most positive and helpful way. Review collected by and hosted on G2.com.

Could be a bit more user friendly with a less crowded dashboard Review collected by and hosted on G2.com.

We love the ability to customize our rubics and the ease in doing so. It allows our QA team to really focus on helping our Member Support team grow and improve on the most important aspects of any particular issue. Review collected by and hosted on G2.com.

There aren't many things that irks our QA team. It's fairly easy to use and pretty intuitive. Review collected by and hosted on G2.com.

The MaestroQA team's responsiveness and attention to individualized business needs is top-notch. They listen and collaborate to define the best solution for your company's unique requirements-- they go beyond generating generic industry solutions. Review collected by and hosted on G2.com.

The only fault I can find is sometimes the interface seems less intuitive than I'd expect-- but mostly I find this to be user error and lack of full understanding of all the capabilities and adaptive functions the platform offers. Also, every time I've voiced a suggestion, I'm listened to and it's addressed, often they'll let me know my suggestion has already been IDed and is in the queue for implementation! They're forward-thinking, but also they really listen to their customers and respond to their requests. This is invaluable in a tool and partnership that has to grow and evolve continuously, just as my Customer Support QA process needs to. Review collected by and hosted on G2.com.

I am able to correct "mistakes" quickly and easily. Review collected by and hosted on G2.com.

Sometimes I need to send scores (Exports) to people not in the system (Compliance, etc). I have not found an easy way to export a ticket, only print scores. Review collected by and hosted on G2.com.

I really like the ease of use the best. It's like the program knows exactly what I want to do and guides me along. Review collected by and hosted on G2.com.

I have been really hoping for screen capture for a while, and it looks like they are working on that right now. Review collected by and hosted on G2.com.

I love the entire system, easy to navigate, never have issues, ill continue to use and it also recommend it. Everyone else I know who uses it also loves it. Review collected by and hosted on G2.com.

So far it has been great, small glitches but it is usually my internet and not the system. Review collected by and hosted on G2.com.

It's very straightforward product that's easy to use and figure out without any formal instructions. I use it to rate quality of support tickets. Review collected by and hosted on G2.com.

It's good for majority support tickets but it may not reflect accurate ratings for exceptions that require more context. Review collected by and hosted on G2.com.

The ease in grading, and providing feedback where needed

The ease in changing our grading to fit any new grading trend Review collected by and hosted on G2.com.

That you can not set your grading to auto assign only during certain days of the week.

IE some employees work M-F and other Sun to Thursday ect. Review collected by and hosted on G2.com.

the way that we can us maestro is so easy and fluid. Review collected by and hosted on G2.com.

the speed is not enough, when we are using the maestro it takes a little bit more time to go from a page to an other. Review collected by and hosted on G2.com.

It's very simple to use, the design/layout of this software looks clean. Review collected by and hosted on G2.com.

There is nothing I dislike about this program, to be honest. Review collected by and hosted on G2.com.

I love the positive attitude Maestro reps possess and how easy it is to schedule a meeting with them to get support. They make the entire experience effortless and fun. Review collected by and hosted on G2.com.

Honestly nothing. I love Maestro! At this moment I don't have anything I dislike. Review collected by and hosted on G2.com.

It is easy to use, very intuitive. I was able to figure out how to navigate around fairly easily. Review collected by and hosted on G2.com.

Sometimes it feels like there are too many options available. For me, I just need to see my tickets, and sometimes it feels like there are too many clicks/options to review my tickets. I would be fine with a blank page, and just a list of tickets essentially! Simple is better. :) Review collected by and hosted on G2.com.

Custom rubrics that are based on your criteria for what makes a quality interaction.

Easy reporting on graded tickets to get an internal QA score to compare against the CSAT score from ticketing system.

Auto grading assignments on a schedule for grading team.

Pretty seamless integration with Zendesk to ingest your ticketing data. Review collected by and hosted on G2.com.

The process for adding new graders is kind of clunky.

Can't update rubrics once they have been created (makes sense why you can't, but could probably find a way around it).

Calibration between graders is not automated. It is already a time commit to invest in your team to grade tickets, but it is even more of a time commit to track down graded tickets, then pass out calibration assignments to make sure we are all aligned in how we are grading. Review collected by and hosted on G2.com.