Drive revenue through exceptional customer service. Use AI to pinpoint and fix gaps in your customer service. Automate QA across agents, teams, BPOs, and countries. Create lifelong customers along the way.

Icebreaker.vc

Andrus Purde

Creandum

Global Founders Capital

Acton Capital

Kristjan Vilosius

Klaus

Even the best bots have blindspots.
 
While we can celebrate chatbots’ progress in delivering more sophisticated and satisfying conversations, it is also crucial to recognize their fallibility. 

🌊 QA plays a pivotal role in the chatbot flow. Reviews help you stress-test the flow from every angle to uncover pitfalls, and adjust accordingly 🌊


"With any large language model, if you use it generatively, there’s always a chance for a hallucination. You can lessen the chance, but you can’t get rid of it. Essentially, such a model is a massive matrix that computes the probability of each word, then the next word, and the next. The matrix has no cognitive powers, it is simply expert at chit chat."

Mervi Sepp Rei, PhD
Head of ML & Data, Klaus


Read more about chatbot QA: https://lnkd.in/eUDFicfG

#chatbot #bots #customerservice #supportQA

The most recent customer service stats and facts for 2024...

💫 Did you know that Ultimate calculated that the average company who invests in AI sees a 250% return on investment?

💫 And that Zendesk research found 74% of consumers in agreement that companies need to improve the transition from chatbot to human agent?

💫 Maybe you saw that Intercom detected 75% of customer service teams will be altering their metrics in accordance with recent AI & tech advancements.


There's a lot of new research that is vital for teams who have (or want) their finger on the pulse. But shifting through it all can be a struggle, and often articles still offer outdated statistics pulled from older reports. 

So we compiled over 100 important nuggets of knowledge from over 10 different sources, ALL published within the last 2 years from reputable companies like Deloitte, Salesforce, Gartner, and the ones listed above.


👉 100+ 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐒𝐭𝐚𝐭𝐢𝐬𝐭𝐢𝐜𝐬 𝐭𝐨 𝐌𝐞𝐦𝐨𝐫𝐢𝐳𝐞 𝐢𝐧 2024 👉https://lnkd.in/ef5VU5R3


#customerservice #statistics #research #reports #trends2024

Support Driven voted Klaus' blog the ✨ Best Customer Service Blog 2023 ✨ 

If excellent support quality is on your agenda this year (and if you're working in support, of course it is), then feast your eyes on the most popular articles of last year: 

1️⃣ Customer Service Quality Assurance (QA): The Complete Guide
https://lnkd.in/deSnPdGf

2️⃣ ChatGPT for Customer Service: Prompts, Use Cases & More
https://lnkd.in/edFFB3xg

3️⃣ How to Build a Customer Service QA Scorecard [+ Template]
https://lnkd.in/dx_Ky6tX

4️⃣ Top Customer Service Quality Assurance Interview Questions
https://lnkd.in/eNybGyFX

5️⃣ Customer Service Quality Assurance Job Description [Template]
https://lnkd.in/eJPist_H


Thanks to all our readers!

#customerservice #customersupport #content #blog #SupportDriven ❤️

Mervi Sepp Rei, PhD, is not just our Head of ML and Data - she a regular podcat.

𝐓𝐮𝐧𝐞 𝐢𝐧𝐭𝐨 𝐋𝐢𝐧𝐠𝐩𝐚𝐝'𝐬 𝐥𝐚𝐭𝐞𝐬𝐭 𝐩𝐨𝐝𝐜𝐚𝐬𝐭 𝐞𝐩𝐢𝐬𝐨𝐝𝐞, where Amit Shivani and Mervi discuss whether AI and human collaboration can redefine customer communication.

Full ep here 👉 https://lnkd.in/e3QSJzW7

💬 Understand the challenges faced in ensuring AI precision.
💬 Listen to how AI is affecting human communication, and some valid hesitations surrounding that. 
💬 Discover how Klaus seamlessly integrates machine learning into its operations to change how we perceive and approach quality management.



Lingpad | AI-powered Customer Support Localization Tool #customerservice #customersupport #podcast #data #ML #ai

Time’s are a'changing, and Klaus is very happy with how far it’s come!

G2 granted us a new slew of badges for customer service quality assurance. These show the prominence of our tool for global teams who want to prioritize quality and make improvements easier:

💫 Leader for Winter 2024
💫 Best Results for Mid-Market Teams
💫 Best Usability for Mid-Market Teams
💫 Fastest Implementation for Mid-Market Teams
💫 Easiest to Use for Mid-Market Teams
and a whole lot more!


Check out more badges and customer reviews here: https://lnkd.in/e28bBHxt


#customerservice #supportQA #reviews #CX #community

Paws for a moment, because we’ve got some exciting news to share…
Klaus has entered into an agreement to join the Zendesk family, and we couldn't be more thrilled! 🐾

Picture this: Klaus’ AI-powered QA meets Zendesk's top-notch omnichannel experiences. This acquisition is not just a milestone; it's a giant leap toward revolutionizing how we handle customer interactions. Zendesk has always been at the forefront of innovation, and with us on board, get ready for an even more stellar customer experience.

Zendesk’s acquisition of Klaus is anticipated to close in the first quarter of 2024 upon receipt of required regulatory approvals and other customary closing conditions.

Want to set up the purrfect support QA program for your team? 

Take our FREE course with Riley Young, Klaus' educational expert, to discover how, step-by-step over 12 videos.

You'll learn: 
💫 Which categories to use
💫 Which rating scale
💫 How to conduct calibration sessions
💫 How to communicate the program to the team

➡ Check out the course here: https://lnkd.in/e2FscsDd


#klauscourses #education #supportQA #CX #customerservice

Are you making the meow-st out of your Help Scout license? 

If you’re not taking advantage of any Help Scout integrations, chances are you’re missing out on some extra value your help desk can deliver. 

You don’t want that. And we don’t want that for you... 

That's why we’ve found the ones that are the real cat’s pajamas: 

🛠️ Klaus 
🛠️ Zapier 
🛠️ Shopify 
🛠️ Slack 
🛠️ Birdie 
🛠️ SupportAgent 

Make sure to check them out!


#customerservice #techstack #CX #integrations

If you're looking to take your support quality up a notch this year, take a leaf from Deliverect's book.

📈 They protect their quality and consistency as they scale by incorporating their quality scores through monthly and quarterly business reviews.


Christian Osmundsen talked to us about how Klaus helps make quality a collaborative, successful team effort.

For more about Deliverect's support strategy & success: https://lnkd.in/eJarWs2S


#customerexperience #customersuccess #CX #customerservice

Playvox specializes in workforce engagement management in the customer service sector. It offers cloud-native, digital-first solutions for contact centers, including quality management, workforce management, and other tools designed to improve efficiency and agent productivity.

Playvox

Klaus is a conversation review tool that improves customer service quality by making internal feedback easy and systematic. It integrates with help desks, improves the quality of answers, and streamlines the review process. The platform focuses on managing an efficient quality assurance process, coaching agents, and increasing customer retention.

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