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.
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 🔥
@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.
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. :)
Klaus
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?
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Klaus
Klaus