SaaSy QA is a quality assurance platform custom-built by The SaaSy People to provide full transparency over the quality of support being delivered on your behalf. Delivered through SaaSy One, it uses artificial intelligence to evaluate interactions handled by The SaaSy People's representatives, helping you monitor performance trends, understand root causes of any issues, and have confidence in the service your customers are receiving.

Whether your support operation runs through Intercom, Zendesk or Gorgias, SaaSy QA connects directly to your support platform and automatically evaluates interactions against a bespoke set of quality standards tailored to your business.

Once your account is set up, you will have access to the following:

Your central hub for QA performance data. The Dashboard displays total audits, completion rates, average scores, and a breakdown of root cause analysis across three categories: Knowledge Gaps, Behavioural Issues, and Process Failures. You can filter by date range and account to focus on the data most relevant to you.

View all evaluated support interactions from your connected platform. Each interaction is assigned a score out of 10, a status, a root cause (where applicable), and a customer sentiment indicator. You can search by ticket ID and export your data via CSV at any time.

Interactions are evaluated against a structured set of quality checks, each assigned a weighted score. These checks are organised into categories such as Opening, Soft Skills, and Process, and are configured specifically for your account in collaboration with your Account Manager at The SaaSy People.

SaaSy QA connects to your internal knowledge base to support the quality evaluation process. This allows the platform to assess whether the information needed to assist a customer was available to the agent at the time of the interaction. Where it was not, this is used to highlight both knowledge gaps within the team and gaps in your documentation - giving you clear, actionable insight into where your resources may need to be strengthened.

Each interaction is scored out of 10 based on the quality checks applicable to your account. Where an interaction falls below expectations, a root cause is assigned to help identify whether the issue relates to a knowledge gap, a behavioural concern, or a process failure. This data feeds directly into your Dashboard analytics, giving you a clear and honest view of the service being delivered.

As a SaaSy One user, you have access to your organisation's QA data within SaaSy QA. Your Account Manager at The SaaSy People is your primary point of contact for any configuration changes or onboarding support.

If you have any questions or need a hand, SaaSy Sue is here to help. Simply click the chat icon in the bottom right corner of the screen to get started - she is always on hand to point you in the right direction.