We’re excited to announce that Klaus’ growth is fuelled by a $5.4 million investment round (and we’re hiring!). Klaus joins the Global Founders Capital portfolio that includes industry leaders like Slack, Revolut, and Delivery Hero.
Klaus, the QA and conversation review tool for customer service teams, helps companies improve their support quality and deliver consistent customer experiences. Companies like Automattic, Epic Games, Soundcloud, and Wistia use Klaus to give regular feedback to their support agents.
Focus on human interactions and feedback
While chatbots and AI help customer service teams to reduce the workload on mundane tasks, agent feedback continues to rely on human interactions.
“There is a universe of relationship-driven conversations, which neither side wants automated and we are precisely focused on improving the quality of those,” say co-founders Kair Käsper and Martin Kõiva.
Feedback and coaching are the most effective ways to help customer service agents become better at what they do. If done regularly and across the entire customer service team, conversation reviews and feedback become a powerful means of improving businesses’ customer service quality and overall customer experiences.
“Feedback is easy if you have five people on the support team, but incredibly time-consuming and complicated if you need to give feedback to 1,500 agents on a weekly basis,” says Kõiva who experienced the problem firsthand, running a large support team at another SaaS company Pipedrive.
Klaus helps support teams handle agent feedback and brings efficiency to the process. Klaus connects to 17 modern help desk software solutions like Intercom, Zendesk, and Salesforce Service Cloud, and pulls conversations automatically in for internal quality reviews. Customizable scorecards, easy reporting, and automatic Slack notifications have reshaped agent feedback.
New solutions for enterprise customers
Klaus is already serving customers as large as 5,000+ seats. We are now looking towards new ways of enhancing our solutions for enterprise customers.
“According to our enterprise customers, Klaus makes it easy to spot trends in agent behavior and saves up to 90% of time over the manual review process,” says Kõiva.
Outstanding customer service quality gives companies a competitive advantage and can help them stand out from the rest of the players in the market. Customer-centricity, support quality, and consistency are the keywords successful companies cannot afford to ignore.
“Customer success and support is increasingly becoming a key differentiator in today’s market across many industries and company categories. The use of modern helpdesk tools is at the same time proliferating,” explains Global Founders Capital partner Philippe Klintefelt Collet.
The new financing round helps us pay extra attention to enterprise solutions and develop the product further to suit the needs of very large customer service teams.
“Klaus offers companies the opportunity to give their customers the best possible support interaction experience. With millions of unique feedback instances taking place on the Klaus platform the opportunity for data-driven developments is deep. We are elated to partner with the Klaus team on the road ahead to build a category-defining company,” says Collet.
It’s been a wild ride for Klaus since it was founded in 2018. We’re happy to have our customers Automattic, Wolt, Voi, Epic Games, Soundcloud, Doodle, Wistia, Euronics, and Trivago, and others by our side in this journey.
With support from Global Founders Capital – and our previous VC investors Creandum, Icebreaker, and angel investors who also participated in the latest round, – we’re confident to make a real impact on the customer service quality in companies of all sizes.
✨ Join us on this journey as a software engineer, content specialist, community manager, or product manager. See all available positions.
? Or read more about what we built in 2020.