This time we hosted Martin Kõiva, co-founder at Qualitista.com. Qualitista is a peer feedback and ticket review system for support teams which helps agents onboard faster and improve the quality of answers. How did you come up with the idea for Qualitista and what problems are you solving? In my previous role, I was heading a large, fast-growing support team and struggled to find a way to keep quality consistent and make sure we are giving the right answers to our customers. CSAT and NPS only tell half the story, when it comes to the quality of your support. That is because the customer cannot actually know if the answer he/she received was up to your company standards or not.