Case Study: Tucows improves coaching and standardizes customer experience with Scorebuddy

How Scorebuddy is being used to implement change at Tucows

Tucows, a global Internet services and telecommunications company, needed a better way to preserve and scale the coaching culture that had helped it maintain high support standards as the business grew across multiple brands and locations. As quality became harder to manage consistently, Tucows turned to Scorebuddy to help quantify the behaviors behind great customer experiences and identify what was driving strong customer satisfaction.

Scorebuddy gave Tucows a single platform for quality management, analytics, coaching notes, and 360-degree visibility across its decentralized support teams. Tucows used Scorebuddy to standardize coaching, embed guides and goals into the workflow, track root causes behind missed expectations, and support agent development with targeted feedback. The result was a more consistent coaching program, better knowledge sharing, and stronger insight into opportunities for improving customer experience and reducing churn.

Tucows