Automated quality assurance with Zendesk QA
Systematic quality assurance (QA) is the key to excellent customer service. Zendesk’s automated QA solution takes your service quality to a new level.
Demonstrable advantages*:
- 76% record higher customer satisfaction
- Processing time decreases by 20% on average
- 70% less time spent on QA processes
- Analyze 100% of your customer interactions
*All data from Zendesk
Rethinking quality control: from random sampling to complete analysis
There’s no question that your customers expect and deserve excellent support that is not only fast but also of high quality. But how can customer service be evaluated objectively and systematically? Comprehensive Quality Assurance (QA) of support interactions is the key to ensuring that your service continuously meets or exceeds customer expectations and raises industry standards.
However, the reality is often different: Quality control usually remains superficial and random – a time-consuming, costly process with sobering results. In most companies, only 2-5% of support tickets are checked. Valuable insights into service quality and opportunities for improvement thus remain undiscovered.
The revolution in quality management
Zendesk QA, Quality Assurance Automation, solves this problem by automating quality control across all channels: email, chat, phone (Voice QA) and AI-driven bots (AI Agent QA). The system analyzes and evaluates your customer interactions based on intelligent, AI-supported criteria:
- Defuses critical situations at an early stage through precise detection of escalation risks and communication problems
- Reveals trends, patterns and recurring problems for informed, data-based optimization
- Identifies individual development potential of your agents and thus enables customized coaching
The result?
Your quality management team receives powerful support – without replacing human expertise and the professional classification of the results. With Zendesk QA, you can achieve average demonstrable* results:
10%
higher customer satisfaction
20%
shorter processing times
70%
less time spent on QA analyses
Implementation is also effortless: complex tagging or manual exports are not necessary, QA is integrated directly into Zendesk and optimizes the quality process through intelligent automation.
*All data from Zendesk
| Feature | Manual QA | Zendesk QA |
|---|---|---|
| Coverage | 2-5 % of the tickets | 100 % of the tickets |
| Analysis pace | Minutes per ticket | Seconds per ticket |
| Objectivity | Subjective | AI-supported standard criteria |
| Scalability | Very limited | Scales automatically |
| Price-performance | High effort, little result | 35 $ per agent/month + 0.01 $/minute |
The core functions in detail*
AutoQA scoring: The AI evaluates tickets according to predefined, standardized quality criteria and provides in-depth insights into the performance of individual agents and teams.
Spotlight filter: Automatic identification of escalations, frustration and unclear responses for targeted optimization of support processes.
Voice QA: Automated analysis of telephone calls through sentiment tracking, which detects escalations at an early stage and creates transparency about voice interactions.
AI Agent QA: Evaluation of AI-supported chatbots and self-service interactions to continuously improve the quality of automated customer conversations.
Of course, the manual quality assurance options are still available to you at any time.
Zendesk QA: Five key evaluation criteria
Zendesk QA Automation is the most advanced form of quality assurance for your support team. Instead of relying on random samples, the system evaluates 100% of your support interactions in real time based on predefined criteria – the ideal preparation and support for your quality management:
Precise escalation detection
- QA identifies critical situations with over 90% accuracy and enables proactive action before tickets can escalate.
Targeted sentiment analysis
- The AI automatically measures tone of voice and emotions in customer interactions. 42% of churn risks are identified at an early stage and can be addressed.
Comprehensive analysis of the responses
- Zendesk QA evaluates the completeness, comprehensibility and tonality of agent responses and identifies potential for optimization.
Intelligent time management
- The AI analyzes processing times, identifies delays and derives specific measures to increase efficiency.
Automated compliance assurance
- Zendesk QA automatically checks for industry-specific requirements, data protection guidelines and internal service level agreements.
The result? Your team benefits from consistent assessments, clear recommendations for action and measurable quality improvements in customer service.
Success stories: QA in practice
- One e-commerce company increased customer satisfaction by 12% and reduced the average processing time by 20%.
- A tech support team reduced the time spent on QA by 70% and used the time gained for targeted coaching.
Industry comparison: targeted use of QA
Every industry has its own quality standards in customer service, as well as its own specific challenges. With Zendesk QA, you not only gain deep insights into your own performance, but also receive customized industry-specific analyses and recommendations for action:
E-Commerce
Challenges
High volumes, short response times
QA Solutions
Prioritizes urgent cases, recognizes product samples
Financial services
Challenges
Rigor Compliance
QA Solutions
Checks guidelines automatically, GDPR-compliant
Software & IT
Herausforderungen
Komplexe technische Anfragen
QA Solutions
Recognizes technical patterns, analyzes solution history
Healthcare
Challenges
Data protection & empathy
QA Solutions
Checks tonality, recognizes sensitive topics
Travel & Hospitality
Challenges
Personalization & speed
QA Solutions
Escalation analysis, individual customer loyalty
The measurable success: Companies that use Zendesk QA significantly improve their industry-specific KPIs:
- 30% fewer recurring inquiries
- Increased first-time resolution rate
- Higher customer satisfaction compared to the rest of the industry
Zendesk QA + Zendesk WFM = smarter service
Zendesk Quality Assurance (QA), like Zendesk WFM, is part of Zendesk’s WEM initiative, Workforce Engagement Management. Zendesk WFM has evolved from Tymeshift and was developed to solve those very problems – enabling support teams to work both more efficiently and smarter.
Easy to implement. Start immediately.
Zendesk QA can be integrated directly into your Zendesk Suite – without external tools or interfaces. Leafworks accompanies you from process analysis to active use, inclusive:
Analysis of current processes
Definition of QA rules
Setup in Zendesk
Monitoring & optimization
Comprehensive analysis of current QA processes: The add-on evaluates existing quality assurance processes and identifies optimization potential.
Definition of QA rules according to individual requirements: You adapt the criteria and metrics to the specific needs of your company.
Setup in Zendesk – without additional software: Zendesk QA is integrated directly into Zendesk as an add-on, so no complex implementation is required. For assistance with setup, please contact your leading Zendesk experts in the DACH region (link).
Training & monitoring: To ensure that you achieve the best results, our team will be happy to provide you with long-term support and guidance on how to get the most out of Zendesk QA, for example through training.
* ???
We are here to help!
Quality assurance is not a luxury – it is a prerequisite for excellent customer service. With Zendesk QA, you can automate the analysis of your customer interactions, systematically identify optimization potential and create the basis for better support decisions.
Already using Zendesk? Then you can activate Zendesk QA with just a few clicks. As a Zendesk Premier Partner in the DACH region, Leafworks supports you in rethinking your quality assurance: structured, transparent and sustainable. Together, we will take your service quality to the next level – from the initial analysis to productive use.
Do you already see the benefits of Zendesk QA right in front of you? Not yet? Then now is the perfect time for a personal meeting or an interactive demo!
Maik Isernhinke
Zendesk expert
- Zendesk Workforce-Management
- Zendesk Quality Assurance
- Zendesk Employee Service
- Integrations (CRM, ERP)
- Automations
- Digital Transformation
- Custom MVPs
Some of Our Customers
We serve a variety of customers (300+) in the customer service environment.
Our customers include startups with 3 agents to large organizations operating in 30 countries with 999+ employees.
‘Thanks to Leafworks, we had a CSM ready for use in a short space of time. Even after the launch, Leafworks supported us quickly and easily, both with ad hoc solutions and best-practice recommendations. The speed and simplicity of the support, the knowledge of our setup and the creative solutions are impressive.’
“With the help of Leafworks, we managed to complete a mammoth project without a negative impact on users and customers. On the contrary – we were able to standardize customer satisfaction across the entire Staffbase group at a high level and can now offer efficient multi-product support.”
“The cooperation with Leafworks was very pleasant and professional. The transition to a new support system was a big step for us. Leafworks understood our needs very well, communicated opportunities and obstacles clearly, and provided us with excellent advice during the transformation process.”
“The collaboration with Zendesk and Leafworks was characterized by utmost professionalism and reliability from start to finish! […] We were able to start 2 months after the go-live decision and had hardly any teething problems, which is amazing for such a big project.”
Other Customers
FAQ Zendesk Quality Assurance
Zendesk QA is a paid add-on that is already integrated into Zendesk and can be used without additional software.
Yes, the criteria are flexibly customizable and can be defined according to your specific requirements.
No, Zendesk QA supplements manual quality assurance. It significantly reduces manual effort and allows you to concentrate on the most important cases.
Implementation is quick and straightforward, as Zendesk QA is already integrated into Zendesk. As usual, you can count on Leafworks support for individual customization and optimization.
Zendesk QA supports email, chat, phone (Voice QA) and AI-driven bots (AI Agent QA) to ensure comprehensive analysis of all customer interactions.
By automatically identifying recurring problems and potential for improvement, companies can work on targeted solutions that reduce the number of repeated inquiries in the long term.
