Where Do I Find QA Platforms for Support Teams?
Quality assurance for support means reviewing real conversations against a scorecard. The tools for it are easy to find once you know where to look, and the harder question is whether your support happens in tickets or in calls. Here is where to look, what to compare and what calls need first.
Short answer: look in your help desk's app marketplace first, for example the Zendesk Marketplace, the Freshworks Marketplace or the Intercom App Store, and then on software review sites such as G2, Capterra or, for the German market, OMR Reviews. Dedicated QA platforms for support include Zendesk QA (formerly Klaus) and MaestroQA. Before you compare them, check where your support actually happens: QA tools review written conversations like tickets, chats and emails. If a large part of your support runs on the phone or in video calls, you need a transcript of those calls before any QA tool can help. That is the part Kalima does: it is not a QA platform, it produces the transcript.
Where to look
| Where | What you find there |
|---|---|
| Your help desk's marketplace | QA tools that already connect to your tickets, sorted by how many teams use them |
| G2 and Capterra | Category pages for "quality assurance" or "contact center quality management" with reviews by team size |
| OMR Reviews | The same for the German-speaking market, with German reviews |
| Your help desk's own add-ons | Some help desks sell QA as part of their own suite |
What to compare
- Channels: tickets only, or also chats, emails and calls?
- Scorecards: can you build your own criteria and weight them?
- Sampling: does the tool pick conversations at random, by rule, or does it score all of them automatically with AI?
- Calibration: can several reviewers score the same conversation and compare?
- Feedback loop: does the agent see the review and can they reply?
- Data location: where are the conversations stored and processed?
Phone and video support need a transcript first
A QA reviewer cannot score a call nobody wrote down, and listening to a recording at normal speed takes as long as the call. A transcript changes that: the reviewer reads, searches for the moment the customer got annoyed, and plays only that part.
With Kalima, a support agent records the call on their own computer with the desktop app, whatever calling tool the team uses. The transcript separates the speakers, an AI summary lists what was agreed, and a click on any word plays that moment. Reviewers search across every call they can open. For a QA tool that accepts imports, export the transcript as TXT or JSON.
Tell the customer at the start of the call that you are transcribing it. Many teams already do this with a short sentence in the greeting.
FAQ
Can Kalima score support calls?
No. Kalima writes the transcript and the summary and makes calls searchable. Scorecards and ratings belong in a QA platform.
Does a bot join our customer calls?
No. Kalima records the sound on the agent's computer. Nothing joins the call.
Does the team lead get call figures per agent?
No. The Kalima Console shows usage only by team, in groups of at least five people, never per person. What a team lead can read are the calls that agents file in the team's shared workspace.
Related
- Kalima for customer support: how support teams use transcripts.
- Searchable, shareable meeting transcripts: what to test in search and sharing.
- How accurate is AI transcription?: what affects the transcript quality of a call.
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