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Klaus — Conversation review tool for support teams
Klaus is a conversation review tool for support teams. Integrates with your help desk, good for improving quality of answers and on-boarding new agents
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Over time Klaus will give you insight into your team's or agents' performance. I think a magical piece of information you didn't have before which Klaus will help to uncover is how much people learn and get better. This is because the feedback give to agents is very specific and you can see if they keep making the same mistakes over and over again or not.
Thanks a lot for hunting us @razkarmi! We're here to put an end to bad customer service. Happy to answer any questions :)
How do you compare to the other QA products on the market? Basically, why you over Stella or MaestroQA?
@sarahleeyoga We make it as easy as possible to the end user. Our background is from Pipedrive where built the quality assurance process ourselves. Our experience is if it's simple, it gets done and people actually enjoy the process. So our focus has heavily been on good UX. It also reflects in the binary rating scale we use for example.
I love the quote we got from one of our customers, Valentina Thörner from Wordpress.com: "Klaus makes our review processes much more manageable, less time-consuming and as a result: much more likely to actually be done.”
Well done on the investment Klaus team! Whats the roadmap if anything for something like this?
@aaronoleary Right now we're working on features that would provide a little more flexibility to those who need it. Different rating scales would be an example of this. More generally we listen to our customers very closely and set much of the roadmap based on that feedback. I'd say roughly 30% of our feature set has been developed based on customer requests.
CSAT/NPS/CES can feel .. dumb and easily get poluted by issues outside of a support teams influence Klaus let's you set goals for how conversations are conducted and get the whole team involved scoring those goals. We found it improved CSAT as the whole team saw each other's strengths and weaknesses and how our company goals made for better interactions with customers
Pros:Companies are different and value different things Klaus gives you a chance to define and measure your own unique quality metric which is 🔥
Cons:Very kitty centric - what about a dog mode?
Good job by Kair and the team. Kair is an expierenced product developer who knows his craft. All the best guys!
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