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MaestroQA
Not governed by Freshworks Freddy AIAs a reminder, the way in which a given App within the Freshworks Marketplace processes, transmits, uses, and retains data (including in the context of artificial intelligence (AI) related features) is defined by the license terms offered by the relevant third-party licensor of that App.
Improve agent performance & enable amazing customer experiences with Quality Assurance (QA).
Published by MaestroQA(about over 8 years ago)
Supported for
Elevate Your Support with MaestroQA's Advanced QA Software for Freshdesk
The official MaestroQA integration for Freshdesk.
MaestroQA provides cutting-edge QA software designed for for modern teams across diverse industries. Our advanced integration with Freshdesk revolutionizes quality assurance by leveraging automation, AI-powered insights, and continuous performance improvement tools.
Key Features:
- Auto QA: Automate ticket grading to enhance efficiency and consistency.
- Co-Pilot: Utilize AI-driven support to assist in evaluating and improving agent performance.
- Chatbot QA: Integrate QA for chatbots to ensure seamless customer interactions across all support channels.
- Performance Dashboards: Access comprehensive performance dashboards to drive continuous improvement and actionable insights.
Proven Results with Industry Leaders:
- Etsy, Mailchimp, Peloton: Elevate agent performance and deliver exceptional customer experiences.
- MeUndies: Achieve consistent CSAT scores between 96-99%.
- Harry’s: Reduce audit time by 50%.
- Pipedrive: Increase tickets graded by 10x.
Customer Testimonials:
Sarah, CX Quality Manager:
“By streamlining our QA process with MaestroQA, we identified valuable opportunities and led larger, more targeted projects. Our average QA score increased from 70% to 90%, and CSAT improved by 11% in the second half of the year.”
Jason, Customer Support Director, Enterprise Fintech Company:
“MaestroQA allows for seamless grading and review with tickets and grades side-by-side, empowering agents to resolve areas for improvement independently.”
Jamie, QA & Operations Leader, Leading eCommerce Company:
“MaestroQA helped us define and achieve excellent support standards, continually raising the bar for our team.”
Optimize Your Support Team's Performance:
Unlock the full potential of your support team with MaestroQA's powerful integration with Freshdesk. Transform your QA process, enhance agent performance, and drive exceptional customer satisfaction.
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We’re here to help! You can email us directly at team@maestroqa.com or visit www.maestroqa.com to chat with us.
Once you've set up an account w/ MaestroQA, log into our dashboard at app.maestroqa.com. Go to the settings tab in the upper right, and click 'Integrations' in the right-hand panel. Then click Freshdesk and follow the instructions on the setup form. Alternatively, this form can be reached through this link: https://app.maestroqa.com/settings/integrations/freshdesk
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Data Management and Storage
Does your app use AI or GenAI features?
Yes
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
Yes
What End-User data does your app collect/process?
Employee performance data entered into the system through use of our product. Our product pulls ticket data as defined by the credentials provided to MaestroQA during initial configuration/setup with customers. Examples of this include chat, email conversations, resolutions and other information present within the ticket. MaestroQA also provides an option to limit/tag certain fields within the ticket and block the data for the marked fields to be pulled.
What is the purpose of collecting/processing the data?
To help customers provide outputs via workflow automations, assessments, in-depth reporting, grading and dashboard view.
Does your app store any End-User data?
Yes
What End-User data does your app store?
Data stored is the data that is integrated within MaestroQA. All data is stored using Amazon Web Services (AWS). Data retention is in place (and is configurable), and data is deleted in accordance with the retention settings or upon request in compliance with GDPR and CCPA requirements.
Countries where data is stored
Ireland, United States
What is the purpose of storing the data?
MaestroQA provides 2 data storage options depending on customer location - Data storage within the US or the EU (Ireland).
Data is stored to help customers with the use of the service. Data access is restricted to customer environments only.
Does your app share End-User Data with any third party entities?
Yes
Third Party 1
Name of the third party
Amazon Web Services
Domain
aws.com
Countries where 3rd party entity stores data
Ireland, United States
What is the purpose of sharing data?
Data storage and hosting.
Third Party 2
Name of the third party
MongoDB
Domain
mongodb.com
Countries where 3rd party entity stores data
United States
What is the purpose of sharing data?
Data storage and hosting.
Third Party 3
Name of the third party
Coralogix
Domain
coralogix.com
Countries where 3rd party entity stores data
United States
What is the purpose of sharing data?
Monitoring the operations of our services.
Yes
What transfer mechanism is in place to govern those transfers?
The above depends on where the users of the customer are located; Primarily, data will be stored in the US, but the web application can be accessed by any users globally.
MaestroQA is certified under the EU-U.S. Data Privacy Framework (EU-U.S. DPF) and, as applicable, the UK Extension to the EU-U.S. DPF, and/or the Swiss-U.S. Data Privacy Framework (Swiss-U.S. DPF) (also covered as a part of our DPA)
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
Yes
Elaborate the encryption methodology adopted
AES256
Is the End-User data encrypted in transit?
Yes
Elaborate the encryption methodology adopted
TLS minV1.2
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
Yes
Which OWASP guidelines or recommendations do you follow to ensure the security of customer data?
OWASP Top 10
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
Yes
What is the data retention period?
Data retention is configurable. Default settings:
For graded tickets: By default, all ticket data and call recordings for graded tickets are stored for 1 year following the most recent update on the ticket in the help desk.
For ungraded tickets: By default, all ticket data for ungraded tickets is stored for 30 days following the most recent update on the ticket in the help desk.
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