Conversation review and QA platform for support teams
Klaus measurably improves customer service quality by making internal feedback easy and systematic.
You’re in a great bunch
Great UI, super easy to integrate, accessible price and my team loves the Chrome extension. Chris is also the best CS manager you can ask for, but I can vouch for the entire team. They really understand customer support and the needs of a team.
Simone SecciEvery client who contacts the support should get a perfect answer regardless of the agent. Klaus allows to keep up that good level of quality.
Katia BarsukWe’re now sharing more information internally and providing ten times as much proactive advice between support agents than we did before.
Luis HernandezThe target of conversation reviews was to improve CSAT and make sure that we are all aligned on what we say. There were no challenges, conversation reviews were quite easy to introduce and follow. Our CSAT has improved from 80% to 90%.
Jonathan BenghoziWhen we first started out, peer reviews were mostly positive, but according to the latest analysis, 57% of reviewed tickets fell under ‘Room for Improvement’. I see this as a good thing showing that the system is working and we are learning a lot from each other.
Grigorij Urasov
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Improved CSAT & efficiency metrics after the first month of usage.
Impactful coaching sessions and 1-1s based on performance metrics and conversation examples.
Actionable metrics to track quality and identify issues as they arise.
90% time saved compared to doing reviews manually using spreadsheets.
A 360° approach to customer service quality improvement
Quality assurance
Streamline the QA process
Easily evaluate and identify customer service problems in real-time. Build scorecards that reflect your business needs, filter out tickets you’d like to see, review the conversations, and start leaving valuable feedback that helps agents develop.
Onboarding
Get your customer support reps up to speed
View real-time KPIs by agent to ensure consistent performance amongst agents and identify top and low-performers. Deliver transparent and actionable feedback. With ongoing visibility into their performance, there are no surprises.
Coaching and 1-1s
Identify coaching opportunities
Encourage ownership through transparent feedback and support team development through sessions that address overall team performance. Use internal quality scores and performance results to identify knowledge gaps and improve agent performance.
Analytics & KPIs
Keep your finger on the pulse of agent and team performance
Understand the true relationship between CSAT, FCR, NPS – and quality. Get an instant overview of the big picture or drill into the details – up to you. Klaus' KPI dashboard helps you focus on the agents and processes that need your attention most.
Browser Extension
Make conversation reviews a constant habit
No longer are you confined by the virtual borders of your help desk tool. Klaus' browser extension allows you to grade conversations wherever they happen.We'll help you get going
Team onboarding
Adopting a new tool can be daunting, but our team makes it effortless. We pride ourselves in building the most intuitive QA platform on the market, and we've onboarded teams with thousands of users.
Account management
You'll have a single point of contact to ensure your team is getting the most out of Klaus. Our Success team offers an effective combination of customer service expertise and product knowledge.
Dedicated support
You'll get priority access to support for questions and guidance. We work around the clock, and our CSAT is 98%!
How Wistia Set Up Customer Service Peer Reviews on Klaus
The people behind Wistia believe in the powers of amazing customer service - and that’s what they aim to provide to their customers, too.
Read case studyGet the free Customer Service Quality Ebook
This ebook will cover how to improve your service quality and maintain it on a consistently high level across the team and channels.
Get started today
Schedule a demo to learn how to boost the quality of your customer service with conversation reviews.