Customer Service Quality Assurance Software for Ambitious Support Teams
Use AI to pinpoint and fix gaps in your service. Automate QA and achieve 100% coverage across agents, teams, BPOs, and languages. Create lifelong customers along the way.
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One customer service quality assurance software for all support interactions
Automatically score and analyze 100% of your agents and conversations
- Plug & Play solution with no model training required
- Automatic review assignments & goal setting
- Root cause analysis
- Automatic conversation sampling and discovery
- On-demand conversation translation
- AI-powered smart filtering
- Positive and Negative Sentiment Analysis
Turn customer feedback into true insights
- Highly customizable feedback analytics, across languages & brands
- AI-generated conversation summaries & suggestive snippets to encourage giving feedback
- Automatic categorization to provide you with more insightful analysis
Immediately understand what leads to the best and worst customer outcomes
- Identify which agents are underperforming or which parts of the customer experience are failing
- Recognize a decreasing knowledge trend and find out whether it’s at an agent level or a wider issue
- Systematically improve resolution time, interactions per case, and customer satisfaction
- Build stronger relationships between teams and ensure consistency and uniformity
Improve agent performance with data-driven coaching
- Proactively analyze all agent interactions, not just a sample
- Target weaknesses relevant to your team and encourage active learning
- Visualize & understand the impact of your efforts with coaching sessions
Gain and retain revenue through exceptional customer service
- Reduce the cost per ticket
- Less escalations
- Onboard new support reps 2x faster
- Cut time spent on QA down by 70%
- Uncover support blind spots automatically
- Pinpoint problematic cases among millions of tickets
How Glovo uses Klaus to Maintain High Quality Support across BPOs and Borders
"Klaus adapts to your needs and will simply make your life easier. It's given us easy access to control the information we share with the BPOs and reduced our average time per audit from 10 to 2 minutes."
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