I really like Kaizo’s customer service. They’re quick to respond, and when needed they’ll send me a link to jump on a Zoom call and walk me through questions or parts of Kaizo I don’t understand. Kaizo has also significantly reduced the time it takes me to review cases and complete internal QA. The AI scores cases based on our scorecards, flags items for review, and lets me agree with, overwrite, or adjust the results directly within each QA case. I also find the QA House and QA scorecards very valuable. I can see the team’s ratings, review what has been flagged, build scorecards with categories and criteria, generate and refine Auto QA instructions, and test criteria against cases before making them live. The Salesforce integration was also very important to us. Kaizo pulls our case data from Salesforce, and the initial setup was very easy. The tutorials and knowledge base were straightforward, and their support team has been very helpful throughout the process. Overall, Kaizo helps me keep QA consistent, understand what the support team is doing, and quickly identify cases that may need additional review or discussion.

I love that it takes most of the heavy lifting when it comes to quality reviews and lets you shift more on what's important, identifying improvement points and getting a better understanding of the entire picture. Love the team as well, awesome people!

I really like the ability to generate scorecards using both artificial intelligence and manual reviews. We’re currently exploring the creation of scorecards specific to each contact reason, and we appreciate that Kaizo allows us to incorporate our own contact categories for this purpose. I also find the visibility of data by team and the ability to track each analyst’s performance week by week very useful.