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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

Dreem
CSAT increased
13%
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G2
Return on investment
6 months
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ep
QA time decreased
50%
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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
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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
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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
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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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