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.

Try it out

CSAT increased

13%

Return on investment

6 months

QA time decreased

50%

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 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%."

Read case study