Case Study: Handy improves QA insights and CSAT with MaestroQA

Handy boosts CSAT 30% with MaestroQA

Handy, a home services platform, faced a challenge where their customer service agents were receiving artificially high quality assurance (QA) scores. This was because the vast majority of tickets they graded were simple requests that were hard to get wrong, which prevented their CX leadership from uncovering actionable insights to improve their program. They partnered with vendor MaestroQA and used its quality assurance software to address this lack of meaningful data.

The solution implemented by MaestroQA involved filtering their QA process to focus exclusively on DSAT (dissatisfaction) tickets. This allowed Handy to target coaching on more complex interactions and incentivize agent participation. As a result, Handy achieved a 30% increase in CSAT, a 120% decrease in agent ramp time, and a 300% increase in monthly coaching sessions, transforming their QA into a transparent and insightful program.

Handy