Name: Klaus - Customer Service Quality Assurance Software
Uploaded: 2020-10-12T11:14:18.000Z
Duration: 2 min 18 s
Description: Klaus - Conversations Review and Quality Assurance Tool for Customer Service Teams

Help Desk

Web and Video Conferencing

Customer Support

Java Technologies

Service Mesh

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Enhanced 911 (E911)

Interactive Voice Response (IVR)

Risk Management

VoIP

Enterprise

Accounting

Crypto Asset Management

Invoicing

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

HR Management

Leave Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Infrastructure

Cloud Storage

Data Masking

Email Verification

File Sync and Share

Fraud Detection

HTML Editors

IT Asset Management

Integration Platform as a Service (iPaaS)

License Management

Log Management

Machine Learning

Network Performance Monitoring

Network Troubleshooting

Operating Systems

Remote Support

Secret Managers

Software Distribution

Tape Storage

Threat Hunting

Threat Intelligence

Vector Databases

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Brand Intelligence

Content Management

Email Marketing

Graphics

IP Geolocation

Marketing Automation

Social Login

Social Media Management

Survey & Forms Building

Swag Management

URL Shorteners

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Video Surveillance

Security

Auto Repair

Building Information Modeling (BIM)

Emergency Notification

HIPAA Compliance

Laboratory Information Management

Legal Billing

Vertical-Specific

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### Quality Assurance
Users consistently praise Klaus's quality assurance capabilities. They appreciate the ease of use, the ability to provide feedback promptly, and the efficiency in delivering and receiving feedback. The platform's dashboard and scoring system are highlighted as valuable tools for monitoring and improving team performance. Users find Klaus to be a reliable and structured way to enhance individual and team quality, leading to improved customer satisfaction. The system's features, such as conversation insights and filtering, are commended for their contribution to streamlining quality assessment processes. Additionally, users recommend Klaus as an all-inclusive solution for managing team performance and meeting quality assurance requirements effectively.

### Quality Control Processes
Users generally praise Klaus for its quality control processes capabilities. Reviewers appreciate the platform's ability to streamline the review process, enhance communication between the QA team and agents, and provide detailed insights through custom scorecards. While some users find limitations in the complexity of grading rubrics and occasional UI/UX issues, Klaus continues to make improvements in this area. The consensus among users is that Klaus's quality control processes play a significant role in improving team performance and efficiency.

### Performance Monitoring
Reviewers consistently highlight Klaus's performance monitoring capabilities as a key strength, emphasizing its effectiveness in tracking team performance, analyzing metrics, and providing valuable insights for enhancing service quality. Users appreciate the intuitive dashboard, customizable evaluation parameters, and the ability to monitor individual and team performance trends over time. While some minor issues like limited customization options and occasional technical glitches are mentioned, overall, Klaus's performance monitoring functionality is well-regarded for its contribution to enhancing operational efficiency and driving continuous improvement efforts.

### Agent Training and Coaching
Users consistently praise Klaus's agent training and coaching features for their effectiveness in improving team performance and knowledge. They appreciate the platform's ease of use, customizable coaching tools, and the ability to provide targeted feedback to agents. The peer review functionality is particularly valued for offering diverse perspectives and enhancing the quality of support provided. Additionally, users find Klaus's team dynamics are positively impacted by the coaching sessions and feedback mechanisms in place. The platform's continuous updates and responsive support team further contribute to its reputation as a valuable tool for agent training and coaching.

### Team Collaboration
Users consistently highlight Klaus's positive impact on team collaboration within their support teams. They appreciate how Klaus facilitates communication and feedback loops among team members, enabling them to provide guidance, recognize strengths, and identify areas for improvement. The platform's user-friendly interface and features like team chats performance tracking and accountability mechanisms contribute to enhancing teamwork and fostering a culture of continuous learning and development.

### Feedback Management
Users generally find Klaus's feedback management capabilities highly valuable and efficient. They appreciate the ease of providing feedback, the structured system for reviews, and the ability to track progress and identify areas for improvement. The platform's user-friendly interface, customizable features, and integration with ticketing systems contribute to a positive experience in sharing feedback with team members. While some users mention minor improvements needed in filtering and data reporting, overall, Klaus's feedback management functionality is praised for its effectiveness in enhancing team communication, fostering growth, and maintaining quality standards.

### Customer Interactions
Users generally believe that Klaus's customer support capabilities are a key strength of the platform. Reviewers consistently praise Klaus for its ability to enhance customer interactions and provide valuable insights into team performance. The platform's features, such as the ability to track conversations, ensure quality consistency, and offer actionable feedback, are highly valued by users. While some users have noted minor issues with response times and reporting, overall, Klaus is seen as a valuable tool for improving customer interactions and support team performance.

### Communication Tools
Reviewers generally praise Klaus's communication tools capabilities. Users appreciate the efficiency in reviewing conversations and providing feedback to agents. Some users find the ability to filter chats by various metrics and change scoring systems beneficial for enhancing communication quality. However, there are occasional issues reported, such as missing pictures in chats and sporadic email notifications. Despite these minor drawbacks, Klaus's communication tools seem to be a valuable asset for improving team communication and customer interactions.

### User Experience
Users unanimously agree that Klaus excels in providing an intuitive and user-friendly experience. The platform's simple setup process and customizable features have garnered praise from reviewers, highlighting the ease of creating evaluation forms and scorecards. Additionally, the visually appealing dashboard and clear presentation of quality metrics have been commended for enhancing the overall user experience. Despite some minor issues with settings and filter creation, users find Klaus to be a valuable tool that effectively improves the quality of care team responses. The responsive customer support and lighthearted branding further contribute to a positive user experience.

### Reporting and Insights
Users consistently highlight Klaus's reporting and insights features as key strengths of the platform. They appreciate the ease of use, intuitive dashboard, and the ability to generate detailed statistics effortlessly. While some users mention minor limitations in filtering data and comments, overall, Klaus's reporting and insights functionality is well-received for providing valuable and actionable insights for monitoring team performance and enhancing service quality.

### Integration and Extensions
Users consistently praise Klaus for its strong integration with Intercom and efficient Chrome extension functionality. The ability to easily link conversations, filter data, and provide meaningful feedback to support agents is highly valued. Despite some minor issues with the Chrome extension, users appreciate the quick and helpful support provided by the Klaus team. The platform's user-friendly interface, coupled with its ability to integrate with popular tools like Intercom and FreshDesk, enhances the overall user experience. Additionally, the upcoming feature of Quizzes has generated excitement among users, showcasing Klaus's commitment to continuous improvement and innovation in its integration and extension capabilities.

Klaus, a quality management platform, has been widely appreciated by users for its ability to streamline QA processes and improve team performance. Users have found Klaus helpful in evaluating team members' work and discussing it later during meetings. The platform has also significantly reduced the processing time for examinations, enabling better communication with specialists and clearer objective setting. Additionally, the Pins & Coaching session tools have made training more efficient and targeted, resulting in faster improvement steps. Klaus has proved to be a valuable tool for controlling the quality of customer service, reducing violations, and increasing customer satisfaction. Users have also praised Klaus for its user-friendly interface and ease of rating agents, making the rating process more enjoyable and effective. With features like automatic notifications, feedback loops, and visibility into high and low-scoring reps, Klaus has helped users identify coaching needs, fine-tune work tactics, and improve overall quality management processes. Furthermore, the platform's simplicity and structured approach have saved users time and ensured hassle-free experiences. Klaus has become an indispensable tool for achieving KPI goals, meeting deadlines, improving customer experience, and providing continuous feedback and support to teams.

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Cons:
1. Lack of customer support: Some users have expressed frustration with the lack of adequate customer support. They have reported difficulties in reaching out for assistance and receiving timely responses to their queries or issues.
2. Limited customization options: Several reviewers have mentioned that the product offers limited customization options, which restricts their ability to tailor it to their specific needs. This has been a drawback for those seeking more flexibility and control over the features and functionalities.
3. Steep learning curve: A number of customers have found the product's learning curve to be quite steep. They felt that it took them a significant amount of time and effort to fully grasp and navigate all the functions and settings, leading to initial confusion and potential productivity setbacks.

Easy to implement and use: Users find Klaus easy to implement and use, making it a popular choice among those they have worked with. They appreciate the practicality and smoothness of the platform for managing exams.

Comprehensive metrics and insights: A standout feature for many users is the ability to extract metrics from Klaus, which provides them with a comprehensive overview of their team's performance and helps identify areas for improvement. The Conversation Insights feature in Klaus is highly regarded as it allows for convenient conversation filtering and offers a broader picture of the volume handled.

Affordable pricing, good support, and onboarding: Users value Klaus for its affordable pricing options, good support, and onboarding process. They appreciate the coaching and feedback capabilities offered by Klaus that enhance their overall experience.

Users highly recommend Klaus for various purposes, including using it for evaluation purposes. They find it to be an all-inclusive software that meets all QA requirements and makes the evaluation job easier.

Users also recommend Klaus for managing team performance. It is considered a beneficial tool for tracking and evaluating conversations, setting workload, and reporting bad CSAT. It helps streamline quality assurance processes and improves support quality.

Furthermore, users find Klaus to be an easy and convenient tool for onboarding. They highly recommend it for support teams scaling up and needing a user-friendly solution. Klaus is praised for its ease of implementation and administration in reviewing support tickets.

Overall, users appreciate the value Klaus provides in meeting KPIs, managing teams, and improving support quality. It offers an all-in-one solution for streamlining quality assurance and feedback processes.

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Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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CX Cloud Elevate

CX Cloud Elite

Klaus

Call Center Workforce Optimization

E-Learning

Likelihood to Recommend

Usability

High-growth companies use Klaus to improve their customer support quality. <ul><li>Improved CSAT &amp; efficiency metrics after the first month of usage.</li><li>Impactful coaching sessions and 1-1s based on performance metrics and conversation examples.</li><li>Actionable metrics to track quality and identify issues as they arise.</li><li>90% time saved compared to doing reviews manually using spreadsheets. </li></ul>

Customer Service Quality Handbook: Conversation Reviews

Brilliant, incredible, amazing – Klaus' All-New Conversation Insights 💬

Even though AI can’t do your job for you, it can make it a lot easier to figure out where to focus your QA efforts – which is exactly what Klaus' all-new Conversation Insights does.

With Conversation Insights, all of your conversation data becomes actionable within a few clicks and you can make sure that you’re always reviewing a meaningful sample of your conversations.

Introducing: the Complexity filter 🪄

The cat's out of the bag! Klaus' brand new Complexity filter lets you zoom in on the conversations that need more back and forth messaging to resolve than your average ticket—with a single click! ✨

Read more at https://www.klausapp.com/blog/announcing-the-complexity-filter

Klaus - Conversations Review and Quality Assurance Tool for Customer Service Teams

Klaus - Customer Service Quality Assurance Software

How many cats does it take to boost your customer service quality? Watch this video or go to https://www.klausapp.com to find out 💡

Asana

Salesforce Lightning Platform

Google Sheets

Canny.io

Klaus 2024-07-02 13:56:21

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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.

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

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

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

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

Klaus

Overview

What is Klaus?