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We started using Klaus a last year, and it's making the life of us QA people so much easier, especially since we are using it to also assess our AI bot. Looking forward to more customizable reports. :)
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
