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.
- 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
Connects with tools you already use
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