Providing customers with a best-in-class experience is a core value at Brooklinen, a luxury eCommerce retailer specializing in high-quality bed sheets, pillows, comforters, and other home essentials. This commitment to customer experience (CX) has earned Brooklinen over 100,000 five-star reviews from highly satisfied shoppers. As Brooklinen continued to scale its operations, the company recognized the need for a more comprehensive approach to measuring and improving agent performance. Partnering with MaestroQA, Brooklinen implemented a scalable QA program that transformed its customer support operations.

We were only looking at two metrics: production and CSAT. They’re both crucial metrics, but they don’t really measure quality. A customer would provide a great CSAT score, but the agent missed a policy or made an exception they shouldn’t have. We realized CSAT wasn’t telling us how an agent was performing—it simply expressed the customer’s sentiment for an interaction.”

Casey Brewer

CX Quality Assurance Manager

The Challenge: Limited Insight from CSAT and Production Metrics

As Brooklinen expanded, the company faced significant challenges in understanding agent performance. Relying solely on CSAT (Customer Satisfaction) and production metrics led to blind spots in their support operations. While these metrics were important, they didn’t fully capture the quality of agent interactions.

For instance, agents sometimes received high CSAT scores despite missing important policies or making exceptions they shouldn’t have. This misalignment between customer feedback and internal standards created confusion and made it difficult to provide consistent coaching and development.

Recognizing the need for a more comprehensive approach, Brooklinen sought a scalable QA program that would give them a holistic view of agent performance and uncover actionable coaching opportunities.

The Solution: Implementing a Scalable QA Program with MaestroQA

Brooklinen chose MaestroQA after evaluating multiple platforms, attracted by its user-friendly interface, robust reporting features, and powerful automation capabilities. Several key features made MaestroQA the right choice:

• User and Agent Groups: MaestroQA’s platform allowed Brooklinen to effectively segment users and agents, making performance management more efficient across different teams.
• Automation: MaestroQA’s automation features helped streamline QA processes, ensuring agents consistently provided top-tier customer experiences without overburdening the team.
• Flexible Grading: The platform’s grading system adapted to Brooklinen’s evolving support model, especially as the team transitioned to remote work during the COVID-19 pandemic. This flexibility ensured the system could grow with the company.
• Advanced Filtering and Analysis: MaestroQA enabled Brooklinen to filter and analyze tickets across multiple support channels, such as chat and email. This deep analysis helped identify specific coaching opportunities and address knowledge gaps quickly.

The Results: Improved CX and Reduced AHT by 25%

Implementing MaestroQA led to significant improvements in Brooklinen’s customer support operations:

• Actionable Coaching and Feedback: With detailed ticket reviews and meaningful feedback, Brooklinen transformed its coaching process, empowering agents and improving the customer experience.
• Focused Initiatives: By monitoring QA metrics and trends, the team could prioritize high-impact initiatives. For example, a bottleneck in chat flow was identified and resolved with a pre-chat survey, reducing Average Handle Time (AHT) by 25% within 30 days.
• Proactive CX Programs: Improved efficiency freed up time for innovative programs. Using text analytics, Brooklinen automatically flagged and addressed customer frustrations during the holiday season, enhancing both the customer experience and agent feedback.

Reducing AHT was a major goal for the year, and knocking it out quickly with such a simple fix was so exciting. QA has absolutely helped us identify quick wins.”

Casey Brewer

CX Quality Assurance Manager

Brooklinen

The Impact: Best-in-Class Customer Experience

Through MaestroQA, Brooklinen gained a holistic understanding of agent performance, leading to more effective coaching, happier agents, and a best-in-class customer experience. The ability to analyze performance across multiple support channels has allowed Brooklinen to maintain its customer-centric focus while scaling operations, ensuring its place as a leader in the luxury home essentials market.