I'm a second time subscriber to ScorebuddyCX, this time around 2 years apart, Scorebuddy has made tremendous strides. Agent end user experiences are pretty well organized and intuitive over what they used to be and for the evaluator experience the platform has shown big jumps in functionality. Scorebuddy greatly improved their integration with Salesforce and it actually works and is simple to configure and setup. With a proper working integration, what brought me back outside of a good account team is the introduction of a proper and well functioning AI assisted AutoQA feature. Scorebuddy does lend some guidance on the AI model training, but you'll still need to tune it to your needs and performance expectations. All said, a vast improvement and a high performer in the 10 competitor tools I evaluated before coming to a decision to move ahead with Scorebuddy again. Review collected by and hosted on G2.com.
Scorebuddy still does have room to improve. A defined agent QA dispute process, more flexible QA assigned workload scheduling and expanded reporting highlight the top things that I have enhancement requests for. Review collected by and hosted on G2.com.
Hi, thank you for taking the time to give us your feedback, it means a lot to us. We are delighted to hear that you are loving Scorebuddy and that we are helping to make your job just that bit easier.
Regarding your feedback about lacking extensive user and support documentation build out on the customer knowledge base, we will pass this on to our product team so they can take it into consideration for future enhancements.