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Scorebuddy

All-in-One Quality Management Platform for Contact Centers

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Scorebuddy Pricing, Features, Reviews and Alternatives

Scorebuddy product overview

Price starts from

$

12

/momonth
Per Feature

What is Scorebuddy?

Scorebuddy is the only All-in-One Contact Center Quality Management platform for scoring, reporting and automatically analyzing customer interactions; flexible scorecards, integrated surveys, rich dashboards, AI text analytics as well as Learning & Development solutions, integrated in one platform sold as bundles; or purchased as stand-alone solutions. Design scorecards, use analytics to automatically uncover drivers of customer sentiment, deliver CSAT/NPS surveys and / or assign agents to relevant courses to fill knowledge gaps. Solutions are sold separately for organizations who have fewer agents or just getting started and as a comprehensive platform for Enterprise users. Take your quality management program to the next level. A 30 day free trial is available.

Key benefits of using Scorebuddy

Improve agent performance.
Analyze customer interactions.
Increase CSAT / NPS.
Send integrated branded surveys to customers.
Save time scoring and reporting.
Assign courses through an integrated Learning & Development platform.
Increase employee engagement.
Reduce customer churn.
Determine root causes.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Phone Support
Email/Help Desk
Chat
FAQs/Forum

Training options

Videos
Webinars
Documentation
Live Online

Scorebuddy pricing information

Value for money

4.6

/5

40

Price starts from

$

12

/momonth
Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Scorebuddy features

Functionality

4.4

/5

40
Total Features19 7 categories

Most valued features by users

Reporting/Analytics
API
Alerts/Notifications
Surveys & Feedback
Alerts / Escalation
Compliance Management
Supplier Quality Control
Employee Email Monitoring

Functionality contenders

Scorebuddy users reviews

Overall rating

4.5

/5

40

Positive reviews

95%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.59/10
Rating distribution

5

4

3

2

1

22

16

2

0

0

Pros
It offers ability to have various quality set up for different teams, provides transparent information to quality team as well as to customer care specialists.

EN

Erika N.

If you are thinking of signing up for the free trial - stop thinking and DO IT. You will save time, money and your team will love the engagement and feedback.

DB

Dawna B.

It had all the features we needed and the pricing was in line with what we wanted to spend. The system is easy to learn and operate and our agents love the access they have to their own information.

TH

Tim H.

Cons
As we expanded it got worse and worse. Score Buddy gave me back my Monday mornings.

NN

Noah N.

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

PL

Paul L.

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

hb

holly b.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Great quality interaction tool

Reviewed a year ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Great software, very intuitive

Reviewed a year ago

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Ok product

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Its so easy to use

Reviewed 2 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

The better alternative to spreadsheets!

Reviewed a year ago

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.

Scorebuddy FAQs and common questions

Scorebuddy has the following pricing plans:
Starting from: $12.00/month
Pricing model: Subscription
Free Trial: Available


Scorebuddy has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Scorebuddy supports the following languages:
English


Yes, Scorebuddy has an API available for use.


Scorebuddy integrates with the following applications:
Salesforce Service Cloud, Talkdesk, Five9, Zendesk


Scorebuddy offers the following support options:
Phone Support, Email/Help Desk, Chat, FAQs/Forum

Most popular Scorebuddy comparisons

ScorebuddyvsFive9
ScorebuddyvsLiveAgent
ScorebuddyvsSalesforce Service Cloud

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