Client Feedback
What teams say after working with us.
From first audits to ongoing retainers — feedback from the people who know how it actually went.
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Teams Served
4.7
Avg. Rating
3+
Years Operating
92%
Agent Satisfaction
What Clients Say
Feedback from support teams
Zulaikha Ahmad
Customer Service Manager · Fintech, KL
The audit brief was more useful than I expected. It named specific ticket categories where our agents were spending a disproportionate amount of time on routine phrasing — things we'd never quite articulated. We used the brief to make a case internally for the pilot, and the pilot itself ran smoothly. The weekly clinics were where most of the real calibration happened.
April 2025 · Inbox Audit + Pilot
Rajan Nair
Head of Support Operations · E-commerce, PJ
We'd had a previous vendor try to roll out an AI assist tool and it hadn't gone well — agents felt like they were fighting the suggestions rather than using them. This time, having someone read our actual tickets first made a real difference. The tone felt closer to how our team writes. I'd say the first three weeks of the pilot still needed adjustment, but that's what the clinics are for.
March 2025 · Draft Assist Pilot
Siti Hajar Mohd
QA Lead · Telecommunications, Shah Alam
The monthly reflections are exactly the right format for our QA committee. We used to review AI metrics through a system dashboard that required interpreting a lot of numbers. Now we get a short document that explains what happened and why it matters. The quarterly sessions with our agents have also surfaced things we wouldn't have caught ourselves.
April 2025 · Quiet Quality Companion
Farizal Yusuf
Operations Director · Insurance, KL
I was sceptical about whether an audit at that price point would tell us anything we didn't already know. It did. The brief identified three clusters of recurring questions our agents were answering slightly differently each time — which we hadn't noticed because they were spread across different team members. That finding alone justified the cost.
February 2025 · Inbox Listening Audit
Liyana Wong
Support Team Lead · Logistics, Subang
The thing I appreciated was that the data agreement was detailed and explained in plain language — not just a standard template. My team had concerns about what happens to customer data during the audit. Once we saw the agreement and had a chance to ask questions, those concerns were addressed. The audit process itself was unobtrusive.
March 2025 · Inbox Listening Audit
Krishnan Ramu
CX Manager · Property Services, Damansara
We moved from the pilot to the retainer after the six-week period ended. The retainer made sense for us because we wanted ongoing oversight rather than a set-and-forget system. The yearly report for our director is something I've started building into our annual operational review. It's a useful document — not just a summary, but a proper analysis.
April 2025 · Quiet Quality Companion
Case Studies
How specific engagements unfolded
E-commerce company — 24-person support team
Inbox Audit → Draft Assist Pilot · Petaling Jaya
Challenge
The team was handling a high volume of order-status queries — accounting for roughly 40% of all tickets. Agents were writing essentially the same response each time but with enough variation to make the experience inconsistent. They had evaluated two AI tools but found neither felt right in tone.
What We Did
The audit identified four recurring query clusters and noted the phrases agents used most consistently. We used that as a calibration base for the pilot. Escalation rules excluded any message containing words associated with complaints or refund disputes. The pilot ran for six weeks on Freshdesk.
Outcome
By week four, agents reported using the AI draft as a starting point for about 60% of order-status queries. The team lead noted that replies felt more consistent and that the review step rarely resulted in significant changes to the draft. No complaints about AI tone were raised during the supervised period.
"The audit brief made the pilot proposal much easier to get approved internally."
Duration: 10 weeks total (2 audit + 8 pilot)
Fintech firm — QA oversight after internal AI deployment
Quiet Quality Companion Retainer · Kuala Lumpur
Challenge
The company had deployed an AI assist tool internally six months prior. The system was running, but the QA team had no structured way to assess whether the suggestions were improving or degrading over time. Management wanted a readable account of performance — not raw metrics from the vendor's dashboard.
What We Did
We started the Quiet Quality Companion retainer without an audit phase. Each week we sample a defined set of conversations, focusing on cases where the agent edited the draft substantially. Monthly reflections note patterns, including topic categories where the assist consistently misses tone and where it is genuinely useful.
Outcome
After three months, the QA committee used the reflections to request a reconfiguration of escalation rules from their vendor — specifically for customer messages involving account lock queries. The quarterly agent session surfaced that agents had developed an informal workaround for one topic area, which became a formal recommendation in the Q1 report.
"The monthly reports gave us something to act on that we wouldn't have found on our own."
Duration: Ongoing retainer, 5+ months
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