Helpjoy

It is a service that reviews real support agent interactions and provides actionable feedback to improve performance beyond what satisfaction surveys show. It sells to support teams and support managers in business-to-business companies that want to measure and improve individual agent quality. It is delivered as a monthly subscription where experts with 5+ years experience review a random sample of interactions, score agents with a Helpjoy Score, and deliver recommendations based on a 7-star framework.

Key features

• Monthly review of random interaction samples
• Actionable feedback on real interactions
• Helpjoy Score per agent
• 7-star framework evaluation
• Track progress over time
• Organization to individual-level goal tracking
• 1-on-1 training upgrade eligible