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Scaling your support team's efforts can be effortless

Klaus helps to understand your customer service quality, improve support KPIs, and boost customer loyalty

360-degree feedback

Provide consistently better answers

  • 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.

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

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