Use Cases
All-in-one support platform
Collaborative shared inboxes
Personalized service at scale
Key Features
Every channel in one inbox
Resolve faster than ever
Work faster, together
Real-time support and bots
Track support requests
Deflect support questions
Surface key customer insights
Organize, route, and resolve
Real-time service metrics
Connect to other systems
How to build a customer service QA scorecard
Delivering exceptional customer service gets harder as you grow — there are more customer inquiries, more communication channels to manage, and more people on the team. How do you keep up consistent high-quality service as you scale?
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An essential piece of the puzzle for support teams is a quality assurance (QA) process. We’ll break down how to evaluate your customer interactions with real examples from Front’s award-winning support team’s own QA assessments. This guide will show you:
How to set up a QA process using a scorecard — template included!
How to measure your internal quality score (IQS), a key metric for understanding service quality
Why IQS is important to track alongside other customer service metrics like CSAT and NPS
