Score every support call. Update every customer. Ask the strategic question.
Customer support is what QueSee was built for. Every call scored against the SOP - greeting, identity verify, troubleshooting flow, resolution confirmation, escalation handling. Every customer re-scored after every contact - CSAT signal, FCR, escalation risk, repeat-contact pattern. Ask Q runs strategic research across hundreds of calls on demand or on schedule. Notes, tasks, and ticket flags push into Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, or HubSpot Service Hub. Add-on, not a phone-system swap.
Support quality runs on a 5% sample
Two hours every morning listening to calls. A handful of scorecards graded from memory. The rest of the floor is invisible. Then a customer escalates and the ticket lands in the manager's inbox with no context.
Manual QA covers 5% of contacts at best
A QA veteran at 360Broadband ran ten years of manual scorecards. A support manager at a regional ISP spent two hours every morning before the queue opened. The rest of the floor went un-scored. The 95% blind spot is where the bad calls hide.
Support QA averages
Coaching is anecdotal and after the fact
Managers grade two calls per rep per month from memory. Tenured reps slip into shortcuts that nobody catches. New hires ramp from whatever the senior person remembered to teach. The signal is in the call audio. Nobody hears it back.
Operator interviews
First-call resolution variance is invisible
One rep resolves the same ticket type in eight minutes and the customer never calls back. Another logs the call as resolved and the same customer calls three more times. The rolled-up FCR number hides which rep, which issue, and which playbook step is breaking.
Service-ops gap
Escalation surprises arrive in the manager's inbox
The call where the rep should have escalated and did not. The call where the customer asked twice for a supervisor before the third call hit the manager's queue. The call where frustration crossed a line the SOP did not flag. Nobody saw it coming until it landed.
Support-floor pattern
Score the call. Re-score the customer.
One view scores every call against the SOP. The other re-scores every customer after every contact. The Head of Support opens the second view first.
Every support call, scored against the SOP
Within minutes of the call ending, QueSee scores it. The team writes the SOP in plain English - greeting, identity verification, issue acknowledgment, troubleshooting flow, resolution confirmation, escalation handling, recording consent, empathy markers. Daily review queue, not quarterly report.
- Greeting and identity verification on every call
- Issue acknowledgment and active-listening markers
- Troubleshooting flow against the documented playbook
- Resolution confirmation and FCR check
- Escalation handling and supervisor-request response
- Recording consent and compliance disclosures
- Empathy markers and de-escalation language
- Tunable in plain English in week one
Every customer, re-scored after every contact
After the call ends, the customer record updates. Not a static call grade - a living customer-health view. This is the part the Head of Support and the VP Customer Experience want.
CSAT signal
Sentiment trajectory across the call, frustration markers, satisfaction language. Pulled from the audio, not from a survey nobody fills out.
First-call resolution outcome
Was the issue resolved on this call, or did the customer hang up with a workaround? Tagged on the call, rolled up by rep and issue category.
Escalation risk
Customer asked for a supervisor, repeated the same complaint, or used escalation language. Flagged the moment it lands.
Issue category
Billing, technical, account change, cancellation, complaint. Classified automatically against the team's taxonomy.
Repeat-contact pattern
Has this customer called three times this week about the same issue? The pattern surfaces before the next call rings.
Technical complexity
Tier-1 fix, tier-2 troubleshooting, tier-3 root-cause. Flags the call that should have been routed differently.
Agent confidence
Hesitation markers, hold patterns, knowledge-base lookup time. Coaching surfaces, not surveillance.
Frustration level
Voice intensity, repetition, cancellation language. Distinguishes minor friction from a churn-risk conversation.
Ticket-to-call linkage
Was the call logged against the right ticket? Did the resolution match the ticket disposition? Mismatches flagged.
Strategic research across every call. On demand or on schedule.
Not a chatbot. Not a 5-second answer. A research engine that reads every support call and reports back. Like having an analyst on staff who never sleeps. The Head of Support gets the answer Monday at 7am, every Monday, forever.
Ask Q is the difference between a fixed dashboard and a research analyst. Ask the strategic question in plain English. QueSee reads every call across the issue category, the agent group, or the timeframe. The answer comes back with citations to the source call audio. Schedule it - the answer lands in the inbox every Monday morning, every quarter end, every escalation review.
- Type a strategic question in plain English. The platform reads every relevant call and reports back with citations.
- Schedule any question - get the researched answer Monday at 7am, before the support stand-up.
- Citations link to the exact call audio and timestamp where the pattern was found.
- Pattern detection across hundreds of calls, not a one-line summary of the latest call.
- Available on demand - drop a question, get the analysis before the escalation review.
Fixed dashboards answer the questions someone wrote in 2023. Ask Q answers the question on the operator's mind today.
Ask Q Research Library
Scheduled Monday 7am - results land before the support stand-up
Issue mix trends
Top 10 issues driving inbound this month, ranked by call duration and contact frequency. Shifts vs last month flagged.
High-FCR agent patterns
Which agents have the highest first-call resolution and what do they do differently? Pull the audio patterns the top 10 percent share.
Escalation prevention playbook
When customers ask for escalation, what response keeps them with the agent vs escalates? Show the exact phrases that work.
Issue category drift
Has the issue mix shifted from billing to technical over the last quarter? Where is the volume moving and why?
Missed-escalation cost analysis
Calls where the agent should have escalated but did not. What was the customer outcome? What did it cost in repeat contacts?
New-agent ramp predictors
Which scoring metrics in the first 30 days predict 90-day retention on the floor? Surface the early-warning signal.
Strategic research questions a Head of Support asks Ask Q
Issue mix and trend analysis
- Top 10 issues driving inbound this month, ranked by total call duration
- Issue mix shift from billing to technical over the last quarter
- Which issue categories are the longest to resolve and why
- Citations link to the exact source calls and timestamps
FCR pattern detection
- Which agents have the highest first-call resolution rate
- What do top-FCR agents do differently in the troubleshooting flow
- Which issue types have the lowest FCR and where the playbook breaks
- Repeat-contact patterns by customer and issue
Escalation and de-escalation
- When customers ask for a supervisor, what response keeps them with the agent
- Calls where the agent should have escalated but did not, and the cost
- Empathy markers and de-escalation phrases that correlate with retention
- Pattern shift week over week
New-agent ramp
- Which 30-day scoring metrics predict 90-day floor retention
- Skill-gap drift across the first 60 days, by agent and issue category
- Top 3 coaching opportunities for the new-hire cohort
- Veteran-vs-new-hire score comparison by SOP step
Coaching prioritization
- Which agents' scores moved this week, with the calls behind the score
- Skill gaps by issue category - tier-1 vs tier-2 troubleshooting
- Top 3 coaching opportunities ranked by repeat-contact reduction
Customer-experience pressure-test
- Customers with three or more contacts this week about the same issue
- Calls where the resolution did not match the ticket disposition
- Frustration trajectory across the named-account list
Three lines forwardable to a VP Customer Experience
The Head of Support copies these into an email. The VP CX reads them in 30 seconds and knows what QueSee does, what it costs, and how fast it goes live.
Tunable in plain English. Notes, tasks, and ticket flags push to Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, HubSpot Service Hub, ServiceNow, Help Scout, and Kustomer in 5-10 working days. 11-day setup. Add-on, not a phone-system swap.
Anchor proof from the support deployment QueSee was built around.
360Broadband - 20,000+ subscribers, 25-agent support floor
“You created a system who can do my job in five seconds.”
Any phone system. Any helpdesk. 140+ pre-built connectors.
Zendesk
5-10 working daysCall summaries, next-step tasks, customer-health flags, and escalation-risk markers written into the ticket. Custom fields for FCR outcome, issue category, and repeat-contact pattern. Pre-built connector through the same Paragon-mediated stack the rest of the integrations run on.
View Zendesk IntegrationSalesforce Service Cloud
5-10 working daysCase record updates, call notes, and tasks land in Service Cloud the moment the call ends. Reps stop typing. Macros trigger off escalation-risk flags. Case view shows the customer-health score on every record.
View Salesforce Service Cloud IntegrationFreshdesk, Intercom, HubSpot Service Hub
5-10 working daysSame write-back model for the modern helpdesk stack. Customer flags, call notes, next-step tasks, and FCR outcomes push into the activity timeline. Reps see the score on the conversation.
View Freshdesk, Intercom, HubSpot Service Hub IntegrationServiceNow, Help Scout, Kustomer
Same day setupPre-built connectors for the rest of the customer-support stack. Audio in, structured intelligence out. 140+ connectors mediated through Paragon - if it has an API, the team can wire it without engineering.
View ServiceNow, Help Scout, Kustomer IntegrationCommon questions from heads of customer support
Score every support call. Update every customer. Ask the strategic question.
A 14-day free trial runs on the team's own calls. The first scored call lands in week one. The Head of Support sees the rolled-up customer-health view by week two. If it is not a fit, we say so on the call.