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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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Dreem
CSAT increased
13%
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G2
Return on investment
6 months
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ep
QA time decreased
50%
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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.
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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.
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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.
Coaching insights

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
Dreem

How Dreem Set Up a Customer Care Strategy to Boost CSAT

"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%."

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Connects with tools you already use

IntercomZendeskAircallDixaGorgiasSalesforceHelpshiftKustomerHelp ScoutLiveAgentDriftLiveChatWix AnswersFreshdeskTalkdesk

We're taking security seriously

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We have a

SOC 2

Type 2 certification
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We are

GDPR

compliant
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More than

2M

reviews done on Klaus