Customer Service Quality Management for Software Companies

In a hyper-growth business, retaining your customers is just as important as gaining new ones. Klaus helps you run an effective QA process, coach agents, and boost customer retention.

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You’re in a great bunch

CSAT increased

13%

Return on investment

6 months

QA time decreased

50%

Understand the true relationship between CSAT, FCR, NPS – and quality

Combine internal quality reviews (IQS) with customer feedback (CSAT) for a full picture
Systematically improve resolution time, interactions per case, and customer satisfaction

Provide consistently better answers

View real-time KPIs to ensure consistent performance amongst agents and identify top and low-performers
Constant flow of feedback boosts morale and ensures agents feel supported and appreciated

Measure support quality and capture trends

Identify which agents are underperforming or which parts of the customer experience or back-office operation are failing
Build stronger relationships between teams and ensure consistency and uniformity

Make every conversation better

Understand why support quality goes up or down
Save 70% of the time spent on customer service QA
Boost customer loyalty and referral
Decrease churn

How Buffer’s QA went from Manual to Masterful with Klaus

“I no longer dread ticket reviews with the admin component out of the equation! I get to enjoy all of the great parts of them - celebrating awesome interactions, learning new things, observing trends.”

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