Best 7 Customer Service Quality Assurance Software for Ecommerce & Retail in 2024

When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

QA tools enable you to monitor interactions in real-time, automate support quality control, and provide actionable insights that ensure your team delivers a seamless experience every time. By integrating these tools into your operations, you transform routine customer exchanges into opportunities for building stronger relationships and driving better outcomes.

Ready to tackle these challenges head-on? Let’s explore the best Customer Service Quality Assurance tools that can elevate your customer experience to the next level.

Key Takeaways

• QA tools are crucial for keeping customer service top-notch, ensuring consistent and high-quality interactions that drive satisfaction and loyalty.
• With real-time monitoring and automated quality checks, these tools help brands quickly spot and fix issues, enhancing overall customer support.
• Quality Assurancetools are versatile, offering customizable features like scorecards and sentiment analysis to suit various business needs and optimize service quality.
• As your business grows, Quality Assurance tools scale effortlessly, helping you maintain high standards and transform customer interactions into opportunities for building stronger relationships and achieving better results.

What is Customer Support Quality Assurance?

Customer support quality assurance (QA) is the process of ensuring that every interaction your customers have with your service team meets high standards. It’s about more than just solving problems—it’s about creating a consistently positive experience that builds trust and keeps customers coming back.

To achieve this, businesses use customer support Quality Assurance software. These tools, often called conversation review or customer support quality management software, help monitor customer interactions, train, and onboard agents, and continuously refine support operations. The goal is simple: to ensure that every customer interaction is handled with care, professionalism, and efficiency.

Using QA software in your custom can streamline and elevate service quality with a clear process. Here’s how quality assurance works:

1. Set Clear Standards:
Define what excellent service looks like for your business, ensuring that every agent adheres to these benchmarks.

2. Monitor Interactions:
Use Quality Assurance tools to track customer interactions, identifying areas for improvement. These tools are essential for maintaining consistency in tone, language, script adherence, and escalation procedures.

3. Evaluate Performance:
Assess how well your team meets the established standards. QA tools can automate this process, providing real-time feedback and scoring.

4. Provide Feedback and Training:
Regular feedback and coaching help agents improve, ensuring consistent quality across the board. Training and development are crucial for keeping all agents aligned with company standards.

5. Continuous Improvement:
Quality Assurance is an ongoing process. Tools help scale your efforts as your business grows, ensuring that your quality assurance processes can handle increasing complexity.

This approach, fueled by QA software, empowers your team to consistently deliver exceptional service, building stronger customer loyalty along the way.

Now that you know the importance of QA in customer service, let’s dive into the top 7 tools we’ve handpicked specifically for Ecommerce and Retail businesses to enhance your support operations.

1. Retently as a Top QA Tool for Ecommerce and Retail

Retently provides a streamlined approach to managing customer experience and Quality Assurance, making it a valuable tool for teams in helpdesk settings.

Focusing on key CX metrics like NPS, CSAT, and CES, it helps brands gain critical insights into customer interactions while ensuring support teams consistently deliver top-quality service.

Retently’s QA features make it easy to track agent performance and address issues before they escalate, allowing for continuous improvement. Powered by AI-driven feedback classification and sentiment analysis, the platform enables teams to categorize and understand customer feedback in real-time, identifying key concerns early on and addressing them proactively. 

With Retently, brands can stay ahead of client expectations and drive meaningful improvements to their customer service operations.

Key Features:

• Performance Dashboard: Track agent performance trends over time, making it easy to monitor progress and adjust as needed.
• Collect Customer Feedback at Scale: Send customer surveys after service interactions, gathering ratings through stars, scales, or emojis. Retently categorizes feedback by topic and sentiment automatically, giving your team valuable insights at a glance.
• Feedback Loop Management: Agents and team leads can automate or manually manage feedback responses using customizable templates and macros, ensuring quick follow-up.
• AI-powered Feedback Classification & Topic Analysis: AI identifies and classifies key feedback topics while analyzing sentiment, helping QA teams quickly spot performance issues and areas for improvement, allowing for timely action before problems escalate.
• Sentiment Analysis: Automatically tag feedback with sentiment indicators, allowing your team to quickly spot emerging issues and take action.
• Helpdesk Integrations: Connect your Gorgias, Zendesk, Salesforce Service Cloud, Gladly or Kustomer instances to provide better context on customer interactions.
• Slack & Teams Integrations: Integrates seamlessly with Slack, delivering real-time alerts for feedback updates and ticket changes, keeping the team in sync.
• Coaching and Training: Provides tooling for real-time coaching, giving agents the opportunity to improve as they go. Alerts ensure quick response times for feedback and performance updates.

Pricing:

Retently’s plans focus on advanced feedback management tools, allowing businesses to efficiently manage and act on customer feedback. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction. The Basic plan, at $49 per month, is ideal for smaller stores running CSAT surveys, while the Pro plan, starting at $299 per month, adds white-glove support and data migration concierge services.

Best Fit For:

Retently is a perfect match for medium-sized and large Ecommerce brands seeking an easy-to-use, all-in-one tool to manage customer feedback and quality assurance. With its user-friendly features and integrations, Retently helps brandses maintain consistency in customer service, track performance, and address issues before they escalate. Whether you’re looking to automate feedback collection or enhance agent training, Retently provides the tools needed to improve customer experience without overwhelming your team.

2. Medallia Agent Connect (former Stella Connect)

Medallia Agent Connect is the former Stella Connect product, after Medallia has acquired it. While Medallia focuses on a broader spectrum of customer experience management, Agent Connect zeroes in on customer service interactions, providing tools specifically tailored for monitoring, improving, and managing support operations. 

With advanced features like real-time feedback, customizable scorecards, and detailed reporting, Medallia Agent Connect allows brands to maintain high standards of service quality.

The platform excels in handling large volumes of data, capturing insights from surveys, digital feedback, and other channels to give a comprehensive view of customer experiences. With its efficient workflow management and ability to quickly share actionable insights with teams, Medallia Agent Connect ensures that support operations are not only optimized but also scalable, helping brands stay agile and responsive to customer needs.

Main Features:

• Instant Feedback: Provide immediate feedback on critical interactions using message threads and annotations, ensuring timely and relevant guidance.
• Seamless Reviews: Share Quality Assurance reviews with frontline teams quickly, allowing for actionable insights as soon as reviews are completed.
• Comprehensive Reporting: Compare QA data with CSAT metrics to gain a holistic view of agent performance and align coaching efforts with customer experience goals.
• Enhanced Workflow Efficiency: Use advanced annotations and calibration tools to focus on the most impactful interactions, improving overall efficiency in the Quality Assurance process.
• Real-Time Reviews: With Agent Connect, launch Quality Assurancereviews in real-time, making it easier for team leaders to address performance issues as they arise.
• Customizable Scorecards: Tailor scorecards to meet the specific needs of your team, with features like section-based weighting and auto-fail questions.
• Engagement and Motivation: Keep agents engaged through gamification, rewards systems, and seamless integration with ticketing systems.
• Customizable Surveys: Align feedback processes with your brand’s goals using customizable surveys that capture the most relevant insights.

Pricing:

Medallia Agent Connect offers a flexible pricing model tailored to the specific needs of each business. Their pricing is structured around the Experience Data Record (EDR) model, which consolidates all data from a single customer interaction into one comprehensive package. While this approach simplifies budgeting by bundling all related data under a single cost, it can be on the higher end for some businesses. For a detailed quote that fits your unique requirements, it’s necessary to reach out to Medallia Agent Connect directly.

Best Fit For:

Medallia Agent Connect is a great option for brands that need and can afford enterprise-level solutions, offering dedicated customer success management (CSM), personalized onboarding, and ongoing training. It’s especially suited for large brands handling extensive customer data and managing complex operations across multiple channels. 

With its advanced analytics, real-time feedback, and detailed reporting, Medallia helps brands maintain high service quality at scale. If you’re looking for a solution that provides both powerful tools and dedicated support, Medallia Agent Connect is a strong choice.

3. Loris AI

Loris.ai is an AI platform that offers real-time guidance to customer service teams during interactions. It helps agents follow company policies while responding to customers efficiently and accurately.  By analyzing conversations for key topics and sentiment, Loris.ai helps brands refine their customer service approach and enhance overall performance.

Main Features:

• Instant Agent Support: Loris.ai delivers real-time assistance to agents, ensuring they follow protocols while handling customer inquiries.
• Automated QA Processes: The platform uses AI to automatically select and score the most critical customer interactions, minimizing manual work.
• Sentiment and Trend Analysis: Loris.ai’s sentiment analysis provides valuable insights into customer behavior and performance trends.
• Integrated Quality Assurance Management: The platform consolidates all QA activities, from scoring to coaching, in one streamlined interface.
• Efficient Conversation Summaries: Quickly review customer interactions with automated summaries, reducing time spent on manual reviews.

Pricing:

Loris.ai follows a customized pricing model tailored to the specific needs of each business. To receive an accurate quote, potential users should reach out to Loris directly.

Best Fit For:

Loris.ai is ideal for both retail giants and smaller brands looking to optimize their customer service operations. Its AI-driven approach makes it a flexible solution that can scale with the needs of any business, ensuring consistent quality and continuous improvement in customer interactions.

4. Playvox

Playvox provides an AI-infused platform designed to support customer service quality monitoring and workforce operations. With tools that help identify key drivers of customer experience, Playvox also assists teams in managing demand through forecasting and scheduling. By automating the Quality Assurance process, Playvox allows you to focus on actionable insights and continuous improvement rather than manual tasks.

Main Features:

• AI-Powered Quality Management: Move beyond basic Quality Assurance with automated scoring, real-time feedback, and deeper insights into customer sentiment.
• Smarter Workforce Management: Optimize staffing and scheduling with AI-driven forecasts and seamless adjustments as business needs change.
• Comprehensive Sentiment Analysis: Understand the mood and intent behind every customer interaction, helping you improve experiences across all channels.
• Root Cause Identification: Quickly identify underlying issues affecting performance with automated root cause analysis, giving managers the insights they need to act decisively.

Pricing:

Playvox does not provide detailed pricing information on its website, making it necessary for interested businesses to reach out directly for a customized quote. This approach ensures that the pricing is tailored to the specific needs of your customer service operations, but it does mean that prospective users will need to contact Playvox to explore the cost options available.

Best Fit For:

Playvox is particularly well-suited for mid-sized to large ecommerce businesses that manage high volumes of customer interactions across multiple channels. It’s ideal for online retailers that need precise workforce management to handle fluctuating demand, especially during peak seasons.

5. MaestroQA

MaestroQA is a platform that focuses on key areas such as transaction security, sales processes, and customer support. It provides Quality Assurance solutions that help brands address challenges related to security, sales, and support. The platform is designed to secure transactions, improve sales processes, and maintain consistent customer support quality.

Key Features:

• Performance Dashboard: Gain full control over performance excellence with real-time insights.
• Auto QA: Enhance your manual Quality Assurance program by automating routine tasks.
• Screen Capture: Simultaneously capture multiple interactions for a comprehensive view.
• Root Cause Analysis: Delve into the root causes of issues for in-depth insights.
• Coaching: Streamline agent onboarding and improve coaching effectiveness.
• Transcriptions: Provide accurate transcriptions across all channels for thorough QA.
• Leaderboards: Foster a culture of friendly competition to drive performance.
• Scorecard Builder: Customize scorecards to measure what matters most to your business.
• Workflow Automations: Automate agent performance evaluations and assignments effortlessly.
• Calibrations: Ensure alignment with easy-to-use calibration workflows.
• Quality Assurance Reporting: Build custom reports that provide valuable insights into call center QA.
• Customer Experience Team: Focus on maximizing customer satisfaction with targeted efforts.
• Grading Assist Co-Pilot: Use AI to assist with grading within your custom scorecards.
• AI Analytics: Dive deeper into performance insights using advanced AI and GPT prompting.

Pricing:

MaestroQA offers tailored pricing based on your specific business needs. To get a detailed quote, you’ll need to contact them directly through their website.

Best Fit For:

MaestroQA is a universal platform that caters to ecommerce and retail businesses of all sizes. Whether you’re a small brand looking to scale your operations or a large enterprise focused on maintaining high-quality standards, MaestroQA provides the tools needed to enhance security, optimize sales, and deliver exceptional customer support. Its flexibility and scalability make it an ideal choice for brands seeking a comprehensive QA solution that can adapt to their evolving needs.

6. Zendesk QA (formerly Klaus)

Zendesk QA, formerly known as Klaus, uses AI for conversation quality management, offering tools that help businesses monitor and analyze customer support interactions. By automatically assessing conversations involving both human and AI agents, Zendesk QA delivers insights into support performance, allowing teams to identify areas that need improvement. This approach helps brands maintain consistency in support and address issues more effectively.

Main Features:

• AutoQA: Automatically reviews 100% of conversations, including those with AI agents, to identify issues, knowledge gaps, and opportunities for improvement.
• AI Insights: Highlights high-risk interactions, outliers, and potential churn risks, allowing you to focus on what matters most.
• Agent Feedback & Coaching: Provides systematic feedback linked to CSAT scores, enabling targeted coaching and performance improvements.
• Performance Tracking: Offers deep data filtering by department, team, or individual agent, allowing for detailed performance analysis.
• Voice Quality Assurance: Includes quality assurance for voice interactions, ensuring comprehensive coverage across all support channels.
• QA for AI Agents: Evaluates the performance of AI-driven interactions to maintain consistency and quality.

Pricing:

Zendesk QA is available at $35 per agent per month, billed annually. This plan includes comprehensive conversation analysis across all channels, with AI-driven insights and coaching tools. For businesses requiring enhanced data privacy and protection, an additional add-on is available at $50 per agent per month, which includes advanced encryption, data masking, and extended retention policies.

Best Fit For:

Zendesk QA is ideal for brands of all sizes that need a robust, AI-driven quality assurance solution to manage high volumes of customer interactions across multiple channels. It’s particularly well-suited for organizations looking to enhance their customer experience while optimizing operational efficiency.

7. EvaluAgent

EvaluAgent automates Quality Assurance processes for contact centers, providing tools to monitor and assess customer interactions. The platform helps identify high-risk interactions and offers detailed conversation intelligence, enabling teams to focus on performance optimization. With features designed to streamline QA workflows, EvaluAgent assists in reducing manual tasks while providing insights that support informed decision-making in contact center operations.

Main Features:

• Automated QA: Prioritize high-risk interactions with AI-driven automation, reducing manual effort and increasing focus on critical issues.
• Conversation Intelligence: Capture and analyze 100% of interactions across all channels with advanced transcription and sentiment analysis.
• Agent Engagement: Boost agent performance with gamification, real-time feedback, and personalized insights.
• Customizable Workflows: Adapt QA processes to your business needs with flexible scorecard management and automated tagging.
• SmartScore Customization: Tailor scoring to align with your organization’s goals through unlimited automated line items.

Pricing:

EvaluAgent’s pricing is customized to fit your specific needs, including user count and required features. For a detailed quote, you can contact EvaluAgent directly to discuss your goals and obtain a tailored pricing proposal

Best Fit For:

EvaluAgent is ideal for mid-sized to large ecommerce businesses that handle high volumes of customer interactions and need to ensure consistent service quality. Its ability to automate QA processes and provide detailed insights from every interaction makes it particularly well-suited for ecommerce operations where customer experience is critical.

Final Thoughts: Choosing the Right QA Tool

When it comes to selecting the best Quality Assurance platform for your business, the decision hinges on your specific requirements. If you’re looking for a solution that simplifies customer feedback management and QA without the need for intricate enterprise features, Retently is a highly efficient option. It’s ideal for brands that want to cover the essentials of quality assurance, offering easy-to-use tools for feedback analysis, performance monitoring, and sentiment tracking, all within a streamlined interface. Retently is particularly suited for those who need to maintain high service standards without the complexity of enterprise-level software.

However, if your business requires more robust, enterprise-level capabilities, such as extensive data handling or highly customizable workflows, platforms like Medallia Agent Connect may be more suitable. The key is matching your Quality Assurance needs with the right platform that can scale with your operations.