Root Cause Analysis
Discover in-depth insights through root cause analysis
Uncover the true drivers behind customer concerns effortlessly with MaestroQA's Root Cause Analysis. Seamlessly integrate human intuition with innovative tools, leveraging the irreplaceable value of human expertise alongside advanced technology to drive continuous improvement in customer satisfaction.
Root cause insights amplified
Gain visibility into root causes with MaestroQA's Performance Dashboard. Track key metrics and trends related to root cause analysis in real-time, empowering informed decision-making and proactive improvement strategies.
Targeted QA made effortless
Swiftly create targeted QA assignments from pinpointed performance hotspots. Select criteria, customize rubrics, and designate graders with ease. Send out assignments automatically to address critical issues promptly, and monitor assignment progress and related data in real-time.
Precise root cause analysis
Experience the power of AI-driven insights with MaestroQA's AI Classifiers. Uncover hidden patterns and root causes within customer interactions, enabling precise identification and targeted resolution of underlying issues.
Comprehensive root cause exploration
Leave no stone unturned with MaestroQA's capability to analyze 100% of tickets. Dive deep into every interaction to identify root causes with precision, ensuring thorough exploration and resolution of customer concerns.
Streamlined root cause identification
Refine your root cause analysis process with MaestroQA's targeted workflows. Utilize customizable rubrics, automated filtering, and customizable reporting to streamline your root cause identification efforts, maximizing efficiency and effectiveness.
“It’s often about identifying and fixing issues that are deemed business critical. Even if there isn’t a problem, there are always ways we can enhance our performance.”
Explore common use cases
Insight into Customer Effort
CES gauges how much effort customers experience after their support interactions. A consistently low CES hints at increased effort and the risk of churn.
Analyze top factors contributing to negative CES.
Address areas in the customer journey with high friction.
Enhance customer retention by making targeted improvements based on CES feedback.
Enhancing interaction efficiency
AHT represents the average duration of support interactions. Effective AHT combines both efficient handling and quality outcomes.
Identify specific areas with prolonged AHT and seek improvement.
Streamline agent workflows to optimize AHT without compromising service quality.
Adjust AHT benchmarks based on the nature of channels like Chat, Email, and Phone.
Addressing customer dissatisfaction
DSAT underscores areas of customer discontent after support interactions, shedding light on potential improvements.
Utilize root-cause analysis to understand DSAT feedback in depth.
Differentiate between challenges, be it agent performance or specific processes, affecting DSAT scores.
Elevate agent training programs to better respond to areas indicated by DSAT insights.
Navigating extensive customer interactions
First Call Resolution (FCR) is an indicator of how often issues are resolved on the first interaction. High FCR suggests operational efficiency and customer satisfaction.
Review high-touch tickets, especially those with over 20 interactions, to unearth underlying challenges.
Adapt support workflows to enhance FCR and reduce the need for multiple ticket touches.
Fine-tune agent training and resources based on feedback from high-touch interactions.
Learn how Brooklinen built a path to Customer Service Excellence by Unleashing the Power of Targeted QA
