Pipedrive is a SaaS unicorn – a deal-driven CRM solution that empowers marketing and sales teams. There are 900 employees globally, serving 100,000 businesses across 179 countries. Their support team is in high demand, using Intercom & Aircall to connect with customers.
Pipedrive’s support team comprises 90 agents, divided into two tiers with different specializations, providing support officially in five languages — English, Portuguese, French, Spanish, and German.
Pipedrive’s customer service mission is to deliver fast support with a human touch. Customers want convenience and personalization, these goals drive both values.
Before using Klaus:
- CSAT was 95% – above 2022’s benchmark of 89%.
- IQS measured 86% – slightly below 2022’s benchmark of 89%.
Overall, they managed to push both their IQS and CSAT into higher realms of excellence – their IQS now beating the benchmark.
We spoke to the pawsome crew at Pipedrive to get the inside scoop on how exactly they went about achieving this.
Adopting Klaus 🐈⬛
The transition to using Klaus was seamless for Pipedrive, since it is compatible with both Aircall and Intercom, the platforms they use to communicate with customers most. Conversations can be seamlessly pulled and reviewed from each.
The team also uses Zoom occasionally for calls, which they review through the Klaus browser extension – which enables seamless reviews outside a helpdesk.
At Pipedrive, they aim to grade at least 7% of all their interactions across channels – a much larger percentage than many companies who conduct QA. This is possible because they have both QA Specialists and managers conducting reviews.
- QA Specialist reviews provide more meaningful insights and higher analysis of trends and reporting.
- Manager reviews promote a regular feedback cycle across team members.
In combining these formats, Pipedrive is able to capitalize on their insights with better training.
They use a 2-point rating scale and make sure each agent receives at least four points of feedback every week.
Identifying and analyzing bad CSAT conversations is pivotal to their quality assurance – made possible through Klaus. They can also now narrow down on specific project-based scenarios they want to analyze in greater detail (like bad feedback for product or feedback loops).
A crucial element of any successful support QA program is ensuring that the feedback agents receive is fair, consistent, and unbiased, no matter who is doing the conversation reviews.
To ensure this, Pipedrive conducts regular calibration sessions to ensure all the graders are on the same page. They use Klaus to grade the graders, so to speak, using the same conversations, filters, and scorecard setup as their regular conversation reviews.
Additionally, identifying hard-to-score categories or misalignment between reviewers is easier than ever since all session outcomes can be reviewed on a dedicated calibration dashboard.
Managing agent appeals
One problem they encounter repeatedly is that of agents appealing a grade. This happens often for larger teams – for example when conversations include more than one agent. It’s important to have a process that addresses and validates a back-and-forth.
Before, they used the Pins for Coaching feature to flag each appeal and ensure that it was addressed.
Now, they are evolving the process and will adopt Klaus’ newer Disputes feature. Agents, through this, can succinctly dispute the score and request a change or additional feedback. This officiates the appeal and centralizes the discussion on the dashboard, where both reviewer and the reviewee can learn and align.
When they were in the process of searching for a new QA platform, Pipedrive was looking for a solution that gave them the ability to customize things based on their very specific needs.
This included being able to quickly change weights in their scorecards and creating custom reports for different stakeholders.
And with the flexible nature of Klaus’ robot cats, they’ve been able to do just that. Besides being able to quickly spot knowledge gaps, identify recurring issues, and uncover training needs, they’re able to create a variety of reports based on the specific purpose.
So irrespective of whether it’s to present big-picture overviews or a deep dive into details, Klaus’ KPI dashboard ensures it’s an effortless process. This includes creating weekly actionable reports for team managers and monthly for product, training, processes, etc.
The proof is in the numbers
When your key customer service metrics are all sitting at a commendable level, it may seem difficult to make massive improvements to support quality.
But Pipedrive’s numbers (an increase of 1% in CSAT and 5% in IQS, respectively) are a testament that with a robust support QA program and the right software, there’s always potential to push the bar even higher. And deliver your customers even better experiences.
i) the desire for a centralized review process;
ii) the need to precisely identify areas of improvement;
iii) diligent, customized reports.
Could your team benefit from this?