Customer Service Quality Management for eCommerce
As customer expectations increase, customer support has become an invaluable business opportunity to retain customers. Klaus helps you run an effective QA process, create top-notch customer experiences, and boost customer loyalty.
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Scaling your support team's efforts can be effortless
Understand the true relationship between CSAT, FCR, AHT – and quality
- Systematically improve resolution time, interactions per case, and customer satisfaction.
- Combine internal quality reviews (IQS) with customer feedback (CSAT) for a full picture.
Measure support quality and capture trends
- Keep track of real-time KPIs to ensure consistent performance and identify top and low-performers.
- Achieve 100% coverage by zooming in on tickets that take more effort to solve.
Turn negative experiences around with a team of champions
- Support your team with a regular flow of transparent and actionable feedback.
- Uncover training needs and improve performance with data-driven coaching.
Provide consistently better customer experiences
- Understand why support quality goes up or down
- Boost customer loyalty and referral
- Save 70% of the time spent on customer service QA
- Identify the right coaching opportunities
- Improve employee retention
How Helloprint Delivers Exceptional Ecommerce Experiences with Klaus
“The amount of feedback is going up. It was too much of a hassle to sit down and look for conversations without a filter. Using Klaus, we are saving about 20 to 30 minutes per piece of feedback given.”
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