Unlocking Insights through Root Cause Analysis

ByBit's Success Story with MaestroQA and Salesforce

Challenge

Despite implementing a robust QA program, ByBit's team faced a significant challenge in extracting valuable insights, especially when conducting in-depth Root Cause Analysis. This limitation hindered their ability to identify and address underlying issues effectively. Compounding the challenge was their transition from Zendesk to Salesforce, which demanded a QA solution with seamless integration into the Salesforce platform. Bybit needed a comprehensive solution that would empower them to gain actionable insights and optimize their quality assurance processes during this pivotal transition.

About

ByBit

ByBit is a cryptocurrency exchange focused on providing a professional platform for crypto traders. With an ultra-fast matching engine, exceptional customer service, and multilingual community support, they aim to offer a seamless and efficient trading experience.

# of CX Agents

162

Tools Used

Service Cloud, Digital Engagement, MaestroQA Scorecards, Coaching, Automations, Reporting

Customer Support Channels

Chat, Email

MaestroQA's seamless integration with Salesforce enabled us to gain actionable insights and optimize our quality assurance processes during our platform transition. Their comprehensive solution empowered us to identify areas for improvement and maintain excellent support quality.

ByBit Customer Support Manager

Solution

MaestroQA addressed the challenges faced by Bybit by providing an all-in-one solution. By allowing customization of scorecards, Bybit was able to conduct in-depth Root Cause Analysis, gaining valuable insights into underlying issues. The customized dashboards generated from the scorecard results helped monitor important KPIs such as CSAT/DSAT, enabling Bybit to make data-driven decisions. Moreover, the actionable insights obtained were utilized to coach agents in their local languages, facilitating targeted improvement. The seamless integration between MaestroQA and Salesforce ensured a smooth transition, eliminating any compromise in Bybit's QA needs during their platform transition.

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Why MaestroQA + Salesforce?

MaestroQA proved to be the perfect partner for Bybit, effectively solving their challenges. With the transition to Salesforce, MaestroQA's seamless integration ensured that all customer interaction data automatically fed into the QA system. This integration was crucial in providing Bybit with the necessary CSAT/DSAT insights to identify areas for improvement and maintain excellent support quality. By offering a comprehensive solution, including customized scorecards, personalized dashboards, and targeted coaching, MaestroQA enabled Bybit to optimize their quality assurance processes during the platform transition and beyond.

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