Case Study: BenefitMall improves customer experience with Scorebuddy

How BenefitMall Created an Effortless Customer Experience With Scorebuddy

BenefitMall, a provider of employee compensation and benefits packages for more than 200,000 businesses and 2.5 million employees, needed to scale its customer service as demand grew. The company had outgrown its internal QA process and wanted to shift from an agent-centric model to a more customer-centric, low-effort experience, so it turned to Scorebuddy.

Scorebuddy provided a flexible, automated QA solution to manage contact center operations, agent evaluation, and customer experience analysis in one place. With better access to data, self-scoring for agents, and improved analytics, BenefitMall was able to target training more effectively, improve contact center performance, and boost its Net Promoter Score.

BenefitMall