Scorebuddy Pricing, Features, Reviews & Comparison of Alternatives

Scorebuddy

QA Software for scoring (Calls/email/chat/social)

4.5/5 (40 reviews)

Scorebuddy overview

What is Scorebuddy?

Scorebuddy is quality monitoring solution for scoring customer service calls, emails and web chat. Scorebuddy is a dedicated, stand-alone staff scoring system hosted in the cloud, delivered over the web which requires no integration.

With the tool you can design and build your own scorecards, collect results, share, collaborate and review with staff. Scorebuddy is designed to replace spread sheets and static scoring systems. Scorebuddy saves time, and increases accuracy, team leaders and agents love it.

Our clients say; "Scorebuddy has a made a real difference. The simplicity of its design means that the whole team have been able to "hit the ground running" in terms of setting up scorecards and scoring. As and when amendments are needed to scorecards. this is quick and easy, meaning that as business processes change, we can respond immediately."

Scorebuddy can be used for any customer service channel; phonecalls, emails, social media, whitemail, etc. Some of our clients use Scorebuddy in their retail stores scoring customer service interactions at tills on a tablet, other clients use Scorebuddy for onsite auditing.

Scorebuddy can show that quality checks are carried out across the business, this is a very beneficial aspect to heavily regulated industries where compliance and accountability are priorities.

Pricing

Starting from
$12/month
Pricing options
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 3 other markets, India, Japan, Germany

Supported languages

English
Scorebuddy screenshotWhat will Scorebuddy do for me?Scorebuddy screenshotScorebuddy screenshot

Scorebuddy user reviews

Value for money
Features
Ease of use
Customer support
  4.6
  4.4
  4.6
  4.8
Govindraj Shetty

Great quality interaction tool

Used daily for 1-2 years
Reviewed 2020-07-27
Review Source: Capterra

We were using COPC quality model using a Excel sheet however the reporting and analysis was a signficant challenge. So we decided to try Scorebuddy and it meet our needs and requirement and we are able to successfully use this software in identifying interaction quality issues and thereby share feedback to the support agent. It is a great support. I have never searched for other software so far becasue it is meeting our business requirement at this point. Also special thanks to Scorebuddy Account rep [SENSITIVE CONTENT HIDDEN] because she ensured that in the COVID19 pandemic a good discount was given to us. A great customer support. Whenever you need help they will respond you immediately.....

Pros
I was able to customize our quality requirements with the help of Scorebuddy. The best part of scorebuddy is the Insight reports which gives the company a clear snapshot about the areas where the Agent needs an improvements. The section feature enabled us to break down our quality parameters into 3 segments which was our actually Quality interaction requirements. Also the Cause by staff trend report helps to identify in which area the Support Agent needs improvements.

Cons
I think the software should also allow us to create a "Balanced Score card report" where the company should be able to add the monthly KPI as a Goal and the snapshot should show to Agents as an aggregate performance. Also the Performance Management feature should be implemented, so that Support Agent can get an idea about the overall Monthly and Yearly perofrmance.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Paul Le Poidevin

Great software, very intuitive

Used daily for 6-12 months
Reviewed 2020-08-04
Review Source: Capterra

We have managed to reduce our average handling times for quality monitoring, as the software enables us to automate more of the process which was previously conducted using Excel tools. The customer service prior to, during and since setup has been excellent, our account managers are always quickly available when we need them.

Pros
The software is very intuitive and user-friendly. It was very easy for all staff who use the product, whether in management, business analyst or quality monitoring roles, to familiarise themselves with the features quickly and start using it.

Cons
Infrequent error messages saying that a feature is temporarily unavailable, however these are normally fixed if you just reattempt the process

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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holly brown

Ok product

Used daily for 6-12 months
Reviewed 2020-01-13
Review Source: Capterra

Overall it is an Okay product. I'm not sure what other software would compare

Pros
I like that you can log in and view your scores and updates for your company. I also like that it is easy to access.

Cons
I don't like that it takes forever to load and crashes a lot. It is very hard to use when this happens.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Wendy Wales

Its so easy to use

Used daily for 2+ years
Reviewed 2019-10-24
Review Source: Capterra

Scorebuddy is so user friendly. It is easy to learn and very easy to navigate the system. The built in reporting functions are ideal and simple.

Pros
Scorebuddy is so easy to use, it is easy to create scorecards and maintain the users on the system

Cons
The only thing I would like to be able to do is snapshots for each question but for multiple scorecards at once which would be very useful when reporting on which questions are getting scored down.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Ben Rieckmann

The better alternative to spreadsheets!

Used daily for less than 6 months
Reviewed 2020-08-06
Review Source: Capterra

We use Scorebuddy to provide our agents with weekly ratings (filled out scorecards that they can review and comment). This is for quality control as well as for the further development of the agents. On the other hand, we identify the need for improvement in our processes and training needs within the team. Scorebuddy is a great help to us in this process. When I think back to the spreadsheets, I can't imagine going back to that time. I really like the knowledge capture and the support. The reply time of the support employees was really great so far!

Pros
I very much like the fact that with the help of the Zendesk integration we can achieve a comprehensive and comprehensible evaluation of the interactions of our agents.

Cons
A few times the platform was not accessible. However, I would like to point out that this may partly also be due to problems on my side and that the unavailability is within an absolutely tolerable range. I think it is within the range that can happen with any online-based platform.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Scorebuddy pricing

Starting from
$12/month
Pricing options
Subscription
Free trial
View Pricing Plans

Scorebuddy is charged based on the number of users on the system in the month, and with tiered pricing. There are three Packages to chose from, Essential (core features to get started today), Elite (offering the full Engagement Suite) or Enterprise (all access suite incl. Deep Dive Analytics). DashboardFull feature comparison can be viewed here https://scorebuddyqa.com/us/pricing/

Scorebuddy features

Surveys & Feedback

API (452 other apps)
Activity Dashboard (296 other apps)
Activity Tracking (203 other apps)
Automatic Notifications (240 other apps)
Calendar Management (209 other apps)
Contact Management (168 other apps)
Custom Fields (165 other apps)
Customer Database (202 other apps)
Customizable Branding (252 other apps)
Customizable Reporting (188 other apps)
Customizable Templates (212 other apps)
Data Import/Export (229 other apps)
Electronic Payments (173 other apps)
Email Integration (223 other apps)
Real Time Data (157 other apps)
Reminders (210 other apps)
Reporting & Statistics (318 other apps)
Social Media Integration (202 other apps)
Third Party Integration (301 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Scorebuddy

Key features of Scorebuddy

  • Agent Dashboard
  • Customer Service Monitoring
  • Customizable Customer/Staff Surveys
  • Customizable Reports
  • Customizable Scorecards
  • Multi-channel Monitoring
  • Performance Scoring
  • Quality Score Analytics
  • Quality Score Reports
  • Quality Scorecard Builder
  • Quality Scorecard Designer
  • Root-Cause Analysis
  • Scoring Calibration
  • Self-Scoring
  • Supervisor Dashboard
View All Features

Benefits

Improve staff performance.
Saves time scoring and reporting.
All scores in one place with easy reporting and analytics.
Focus training & coaching on what matters.
Increase employee engagement.
Increase customer satisfaction.
Reduce customer churn.
Carry out root cause analysis.