Last modified on September 22, 2020 at 1:14 pm.
We already have a lot of articles about handling customer feedback and other topics relevant to the life of a customer support agent. In this article, we are going to talk about internal feedback and how it can improve your help desk. Specifically about one tool that can help you. It’s called Klaus.
Have you heard of Klaus? If not, you should get familiar because their app and mission are something to consider when you’re dealing with customers and taking care of your support team at the same time. We will talk some more about how valuable Klaus can be in a while. First, let’s have a short history lesson about the company.
Klaus is a success story of two friends Kair Käsper and Martin Kõiva from Estonia. They met in high school, lived together, worked together, and started a couple of projects during their time together. Klaus is simply their latest success that just keeps growing on popularity. It started just a few years back when they got the idea to improve customer service internally.
What Klaus does is quite simple and the main goal is to provide general improvement of customer service quality. It helps you do that via providing direct feedback to your customer service team. Let’s say one of your representatives successfully deals with an inquiry coming from a customer. Klaus gathers the data of this interaction and anyone can review it. After that, you can write comments, give feedback, applaud your colleagues or suggest better ways to solve particular problems.
This serves multiple purposes. First of all, regular feedback can immensely improve your customer support team’s capabilities in the long run. Regular and consistent feedback works like magic, as it shapes a support representative’s answers each and every time into something even more professional. Second of all, your representatives know that they should do their best each and every time to get the best possible results.
It’s simple to use Klaus. You can see all of the tickets of your agents after you open the app. After that, all you have to do is leave a feedback for your agents. You can get specific with Klaus and work on improving tone, empathy or grammar of your agents. Don’t forget to leave them a comment too.
Klaus integration works well with LiveAgent. After a simple activation of the integration, you can easily transfer your LiveAgent tickets into the Klaus app and start giving feedback to your LiveAgent tickets.
So, does Klaus sound like something for you and your team? In case you do, head over to the integration section of our website and connect your LiveAgent with Klaus today.
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