Combine internal quality reviews (IQS) with customer feedback (CSAT) for a full picture.
IQS helps track internal quality on the company, team, and agent level.
Boost response rates with personalized CSAT surveys that speak to your customer.
Analyze feedback and explore what drives your CSAT with Klaus' AI-powered comment categorization.
AI-powered quality assurance
Achieve 100% coverage and pinpoint conversations worth reviewing
Filter out conversations with positive or negative sentiment.
Discover conversations that stand out for your team and are critical to review.
Set up automatic review assignments and gain full visibility into goal completions without spreadsheets or reminders.
Klaus fits your processes and needs, not the other way around
Build scorecards that reflect your business needs.
Eliminate inconsistencies and bias with calibration sessions. Easily compare opinions and ensure an organization-wide quality standard.
Review conversations wherever they are happening with Klaus's browser extension.
Coaching & learning
Get your customer support agents up to speed
Keep track of real-time KPIs to ensure consistent performance and identify top and low-performers.
Boost morale and ensure your team feels supported with a regular flow of transparent and actionable feedback.
Notify agents when their tickets get reviewed. See who has viewed feedback directly within Klaus.
Identify coaching opportunities
Spot knowledge gaps, identify recurring issues, and uncover training needs.
Improve agent’s performance and encourage accountability with data-driven coaching.
Visually track trends and the impact your coaching efforts have on your team’s progress.
Establish a collaborative, transparent, and engaged working community through peer-to-peer reviews and self-reviews.
Analytics & trends
Measure support quality and capture trends
Identify which agents are underperforming or which parts of the customer experience or back-office operation are failing.
Recognize a decreasing knowledge trend and figure out whether this is at an agent level, common in a team, or is a wider issue.
Build stronger relationships between teams and ensure consistency and uniformity.
Understand the true relationship between CSAT, FCR, NPS – and quality
Get an instant overview of the big picture or drill into the details – up to you. Klaus' KPI dashboard helps you focus on the agents and processes that need your attention most.
Systematically improve resolution time, interactions per case, and customer satisfaction.
You’re in a great bunch
Fastest ROI and implementation out of any quality management solution