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In Defense of Brand – How to Build a QA Rubric With FullStory

July 29, 2019

The support team members at FullStory are fierce defenders of the company’s brand. They believe deeply in brand alignment across support, marketing, sales, post sales, self service and moreit all needs to be consistent to build trust with customers.

In this webinar featuring Ben McCormack, Head of Customer Support, we’ll dig into:

  • Why they measure/report on quality
  • What their core values are
  • How they set up their QA rubric to reflect these values
  • How they think about grading interactions
  • Why they care so much about qualitative feedback
  • Why they're striving to operationalize on-brand experiences!!!