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Quality Conversations with Klaus

It’s a customer service podcast featuring stories of companies and individuals that go the extra mile to create an exceptional customer experience.

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Quality Conversations with Klaus

Featuring

ZendeskPipedriveZapierGongEducation PerfectAutomatticWistia
Episode 9

The hyper-specialized future of customer success at Gong

Guest
Brandon Latteri, Customer Success Manager at Gong

Learn about the hyper-specialized future of customer success, how revenue intelligence can lead to better conversations, and a little about his superpowers.

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Episode 8

Zendesk shares how being seen as a partner by your customers can make a world of difference

Guest
Emilie Robert, Enterprise Customer Success Executive at Zendesk

Learn how Emilie managed to maintain warm relationships with her customers despite the pandemic, how being seen as a partner by your customers can make a world of difference, as well as the surprising parallels between film production and customer success.

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Episode 7

Scaling global high-performing support teams from the experience of Pipedrive

Guest
Mara Vicente, VP of Customer Service at Pipedrive

One of the latest European unicorns, Pipedrive, knows well that startups depend on good customer service more than any other business. That’s because their products are constantly in the state of development and scaling – so mistakes and bugs are inevitable. Great support, however, can undo the damage done to customer relations.

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Episode 6

A story of remote-first hiring, cross-departmental practice called catfooding, and a Georgian shashlik bar

Guest
Martin Kõiva, CEO and co-founder of Klaus

Klaus is a customer service quality management software that grew from Martin’s personal pain from building and leading a global customer support team at Pipedrive. “How do you make better conversations with customers, as opposed to how to give faster answers or how to get rid of conversations,” is what Martin and his growing team are working on at Klaus every day.

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Episode 5

Life in a contact center – how to keep quality in mind in a 330,000-person company

Guest
Ahmad Baydoun, Operations Manager

Ahmad started his journey in the company 11 years ago working as an agent. Today, Ahmad leads an account for 500+ employees in the 330,000 (!) person company.

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Episode 4

How one of the largest remote support teams can also be one of the best providers of support

Guest
Andrea Badgley, Happiness Engineer at Automattic

While being one of the biggest players in the tech industry, Automattic (the creators of WordPress.com, Tumblr, WooCommerce, and more!) is also known for delivering some of the most outstanding customer experiences.

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Episode 3

How Education Perfect maintained stellar support quality through explosive growth

Guest
Emma McAllister, Tobin Doidge, and Reanne de Ruiter, from Education Perfect

EP faced explosive growth in support volumes as a result of a worldwide switch to e-learning, while also making the switch to working remotely as a team. They shared their experiences of how to maintain stellar support quality and team cohesion.

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Episode 2

How Zapier’s support team is the true champion of asynchronous communication

Guest
Lauren Fearn, Senior Manager of Global Core Support at Zapier

As a remote company spread across various timezones, the folks at Zapier are true champions of asynchronous communication. Lauren provided us with jam-packed insights on how they make it all work, as well as how they stick to their motto of “keeping support weird”.

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Episode 1

How Wistia’s support team got an unexpected crash course in remote work

Guest
Guest: Stacy Justino, the Director of Customer Happiness at Wistia

Improving remote work experience was one of the goals they set for themselves at the beginning of 2020. Little did they know they’d get an intensive crash course just a few months into the year.

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