Klaus is an easy to use conversation review tool that has caught on with our team quickly!
What do you like best?
The platform itself is straightforward to use, and the user interface is very quick to learn. We've found their support and customer success manager team to be very responsive when we have questions or issues, and also open to product feedback, which seems to actually make its way back to the product team.
We also love the lighthearted nature that Klaus has embraced for their marketing and in-app styling. Klaus the cat is such a great company mascot.
What do you dislike?
There are some limitations with analytics. We'd like to be able to more closely attribute quality scores given by Klaus to our main contact drivers. This would immensely help us with knowing where best to focus new training initiatives. In addition to this, a few more filtering options with the data being offered would be excellent, to have a more flexible look at how our coaches are doing.
Recommendations to others considering the product:
Klaus is a great tool to consider if you are looking to increase your support quality in any capacity. We've found multiple areas of opportunity with many of our sub-teams within Support, just by using the tool on a more regular basis. I can guarantee you'll be able to find value in the product offered by Klaus.
What problems are you solving with the product? What benefits have you realized?
We've noticed better monitoring of how closely our conversations with customers are aligning with our company initiatives, and this is huge. We've also seen a lot more engagement between team members and management, creating a more social remote work life. We've also noted how easy this tool is to connect managers with their team members more closely, and get them more involved with the work that is being done.
By using Klaus we have already enabled many coaching and training opportunities that we would have otherwise missed. We've been able to establish how Klaus can help us with offering better professional and self growth for our team members.
