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
Scaling your support team's efforts can be effortless
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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