Zendesk has aquired Klaus a QA tool with AI functionality. Klaus is now part of the "Zendesk family," but what exactly is Klaus? Here's an overview of Klaus and what the acquisition means for Zendesk.
What is Klaus?
Klaus is a Quality Assurance tool designed to give team leaders better insight into customer service inquiries. Klaus seamlessly integrates with several popular platforms like Talkdesk, Salesforce, Freshdesk, Intercom, and of course, Zendesk. Klaus will still be able to integrate with platforms other than Zendesk.
Features of Klaus
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AutoQA: For every ticket, there's an evaluation form available. You can manually assess how an employee has handled a ticket, but Klaus also offers AutoQA, which provides automatic evaluation of customer conversations, saving managers a lot of time.
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Review the Reviewer: This feature gives agents a space to log in and provide feedback on their reviews. They can indicate if they think the reviews are too strict or too lenient. Additionally, they can explain what happened in cases where they received a poor evaluation.
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Advanced Filtering: Klaus uses AI to filter out tickets that require special attention, but you can also customize views based on specific criteria. For example, after a product launch, you can create a view that only shows conversations about the new product.
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Assignment: Allows team leaders to create and prioritize tasks. You can create work lists based on defined filters of tickets to work through. These can be automated to be sent out at regular intervals to those who need to work through them. For example, conversations marked as "risk of churn" that team leaders need to address each month.
Quality Assurance Features in Klaus
Quality Assurance (QA) is the process of evaluating support team performance. Klaus offers the following features:
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Trend Analysis: Klaus uses AI to identify trends among customer inquiries, providing valuable insights into customer behaviour.
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Reducing Churn: By identifying problem areas and dissatisfied customers, Klaus generates a view of conversations that team leaders can work through to avoid churn and strengthen customer loyalty.
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Escalation and Follow-up: Klaus identifies which tickets should be escalated or followed up on.
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Agent Performance: Provides insights into which agents excel. Klaus is a tool to uplift all customer service representatives to perform well and acknowledge those who excel.
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Translation Functionality: Advanced translation enables efficient review of tickets across languages.
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Agent Access: Each agent has access to their overview and data, increasing engagement because they can track their performance, strive towards defined goals, and compete with themselves.
Klaus' Target Audience
Klaus is particularly well-suited for companies that:
- Operate in a B2C setting
- Have over 1,000 customers
- Have team leaders or middle managers who need oversight but not necessarily access to Zendesk
- Are in a growth phase
What Does This Mean for Zendesk?
Zendesk acquiring Klaus is a significant expansion of their customer service tools. In a rapidly changing customer service landscape, having good AI solutions is crucial. With Klaus on board, offering AI-driven QA functionality, Zendesk stays updated. This new tool helps not only AI agents but also human agents, ensuring streamlined work and maintaining consistent quality. Klaus' advanced features, like automatic evaluation of conversations from all channels and identification of tickets requiring special attention, enhance the efficiency and quality of customer interactions. With Klaus, Zendesk strengthens its position as one of the best customer service solutions in the market.