Klaus Customer Stories

How Customer Service teams boost support quality with conversation reviews.

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Since Education Perfect switched to Klaus, their support QA time was cut in half. No need to navigate between different tools and tabs, no more waiting for the gigantic spreadsheet to load, no manual copy-pasting ever again.
Merit Valdsalu
Merit is the content writer at Klaus - though most of her texts have probably been ghostwritten by her rescue cat Oskar.
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"We’re now sharing more information internally and providing ten times as much proactive advice between support agents than we did before."
Luis Hernandez
VP Customer Success at Geckoboard
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"The 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 Benghozi
Head of Customer Care at Dreem
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"We decided to do conversation reviews in the form of peer reviews. Each Champ reviews five tickets in Klaus, and then they meet to deliver the feedback in groups of three."
Stacy Justino
Director of Customer Happiness at Wistia
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"When 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
Happiness Engineer at Automattic
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"As a remote company, these quick check-ins are a great conversation starter to get to know people that are on different support teams, or in another time zone."
Valentina Thörner
Former Happiness Engineer at Automattic
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"Every 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 Barsuk
Head of Support at PandaDoc
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"If you involve everyone and encourage spending 15 minutes per week on it, you still get a surprising amount of feedback with a small time investment per person."
Valentina Thörner
Former Happiness Engineer at Automattic
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I love the system itself and the different ways that both I and my team members can interact with tickets and feedback. More than that, Klaus has really acted as our partner in this. Every step of the way they are happy to give advice, provide support, and take feedback. Klaus has really taken our Support team to the next level by creating a platform and process that everyone enjoys being a part of and contributing to.
Kathryn F
Mid-Market Customer Success ManagerEnterprise, 1001-5000 employees
Getting notified via Slack immediately when reps respond is really nice. It allows us to address concerns right away as they come in. We really get to see the big picture at a glance which helps the entire team grow.
Shontae W.
Quality Assurance SpecialistMid-Market, 201-500 employees
I have many favorites when it comes to Klaus but I'd like to highlight 2 things. The first is how easy it is to use Klaus. It's very user friendly and setting it up was intuitive and simple. When I had any questions about setup, this brings me to my second point, support from Klaus was always quick and efficient. Anytime I have to contact Klaus it's almost like asking a friend for help! 10 out of 10, would highly recommend to anyone.
Amanda B.
Customer Service ManagerMid-Market, 51-200 employees
One of kind product which just a pleasure to use. Definitely recommend for big customer support teams. It makes giving feedback to the customer support team so convenient that it's actually enjoyable. Amazing reports are just a cherry on the cake.
Johann K.
Customer Support SpecialistMid-Market, 51-200 employees
Klaus has helped us crack down issues with ticket tracking, ticket hygiene, and overall case quality amongst the team. With this, we were able to discuss in team meetings the benefits of scoring positive in these and why all of this is important.
Chunpreet B.
Technical Support Team LeadEnterprise, 1001-5000 employees

Recommended by

Since Education Perfect switched to Klaus, their support QA time was cut in half. No need to navigate between different tools and tabs, no more waiting for the gigantic spreadsheet to load, no manual copy-pasting ever again.

"We’re now sharing more information internally and providing ten times as much proactive advice between support agents than we did before."

"The 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%."

"We decided to do conversation reviews in the form of peer reviews. Each Champ reviews five tickets in Klaus, and then they meet to deliver the feedback in groups of three."

"When 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.”

"As a remote company, these quick check-ins are a great conversation starter to get to know people that are on different support teams, or in another time zone."

"Every client who contacts the support should get a perfect answer regardless of the agent. Klaus allows to keep up that good level of quality."

"If you involve everyone and encourage spending 15 minutes per week on it, you still get a surprising amount of feedback with a small time investment per person."

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