Klaus

Score8 out of 10

8 Reviews and Ratings

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What is Klaus?

High-growth companies can use Klaus to improve their customer support quality.

Improved CSAT & efficiency metrics after the first month of usage.
Impactful coaching sessions and 1-1s based on performance metrics and conversation examples.
Actionable metrics to track quality and identify issues as they arise.
90% time saved compared to doing reviews manually using spreadsheets.

Built by support folks for support folks, Klaus offers a 360° approach to customer service quality improvement:

Understand which conversations you should review with the help of AI.
Improve support conversations through systematic feedback.
Measure support efforts and capture trends.
Coach agents based on insights from conversation reviews

Categories & Use Cases

Call Center Workforce Optimization

Media

1 / 5

Screenshot of Dashboard

Verified User

Manager in Customer Service (11-50 employees employees)

Use Cases and Deployment Scope

I've been using Klaus with my team for a few years. It has allowed me to quickly give feedback to the team to ensure everyone is providing high quality responses to customers. We are able to review a high volume of conversations by sharing peer feedback each week. This also allows each agent to learn from each other.

Pros

Set review goals through assignments
Calculates the team's IQS
Help us identify areas for improvement

Cons

the UI can be difficult to use
too many changes to the UI

Return on Investment

We can say with confidence that we are delivering top notch service to our customers.

Usability

Other Software Used

Slack, Asana, Google Sheets, Intercom, Canny.io, Salesforce Lightning Platform

Playvox

Medallia Agent Connect