Zendesk QA Reviews & Product Details - Page 12

ability to integrate with Intercom, filters, easy to structure the feedback: has both scores and comments.

Comments part: I can attach screenshots and agents have a possibility to add comments.

If there were 2 agents in conversation, I can evaluate both Review collected by and hosted on G2.com.

Scoring. It's not so easy to adjust scores for receiving a good result. I would like to have more options, like from 1-5, instead of 1-3.

would be great to have a visual MoM progress for team and agent Review collected by and hosted on G2.com.

Customization, Klaus will have lots of advanced settings that can help us to understand what are the most common failures (feature 'root causes') and with that, we can focus on increasing quality! We also have the option to select the weight for each category, and assignments that can help you to make sure you are not going to miss any deadlines.

The pinned item section is helpful when you need to quickly highlight an issue, you can even share that pin with agents or supervisors so they can share their feedback and insight about the case. Review collected by and hosted on G2.com.

At first, the dashboard was a bit complicated for me, but after a couple of hours, I was able to understand and realized that it's easy to use. Perhaps Klaus could add a short guide/tutorial for the 1st joiners? I also had some help from Klaus, I'm always reaching their support (daily I guess..) to make questions and they were always very receptive and fast to help with my requests. Review collected by and hosted on G2.com.

Very customizable, simple to use, helpful Help Center articles, a plethora of features, support for multiple score cards, a clean user interface, the ability to give and receive feedback, dashboard highlights both highest and lowest scoring reps, and a wide variety of filters are all available (also customizable) :) Review collected by and hosted on G2.com.

I wish there was Dialpad integration, a way to have different scales for different scorecards (ex. binary scores for one, 3-point scale for another), other than that I've found everything I need using Klaus. Review collected by and hosted on G2.com.

Easy to use, create categories and scores! You can star or pin conversations you want to highlight, there is a reply option in the comments now, works well with Intercom, dashboard is better now (you can see the internal quality score per agent), cat theme is the best, works well! Review collected by and hosted on G2.com.

I dislike doing reviews so I really just do them and that's it! But it could be nice to be able to highlight parts of a message. Right now you can only review a specific message or the whole message. Picking up quotes to comment on could be nice. I haven't looked into all the features but it works well for reviewing conversations in any case! I have a hard time managing all the responses to each message so a better way to manage that when you do a lot of reviews could be nice too. Review collected by and hosted on G2.com.

The way to provide feedback thru Klaus, and the notification that shows when someone already viewed my review. Just the extension. I have not used any other software like this one. Review collected by and hosted on G2.com.

When the extension closes if I change a tab in my browser, and sometimes the app changes the reviewer, and I have to reselect the reviewer I want. As far as improvements, I got nothing to add. Review collected by and hosted on G2.com.

The most I like Klaus is that it seems young guy with a lot of opportunities; it's elementary to handle the workloads. You can set filters by KPI and set assignments automatically. Review collected by and hosted on G2.com.

Well, it's hard to say about the dark side of Klaus. I did not have any disabilities yet; maybe it's because of my plan csause I don't have many features to taste Review collected by and hosted on G2.com.

It's pretty easy and straightforward to use Review collected by and hosted on G2.com.

I've created custom hashtags, but there doesn't seem to be a way to export that data separately from the comments Review collected by and hosted on G2.com.

I like the simple interface and the option to track given and received reviews. Klaus is easy to work with and navigate through. Review collected by and hosted on G2.com.

I haven't noticed any downsides, but one of the things that can be improved is the statistics page. I think it's a bit difficult to navigate through. Review collected by and hosted on G2.com.

Easy to use. Intuitive. A simple dashboard that lets me easily analyze reports. Review collected by and hosted on G2.com.

The rating options seem a bit limited. The UI can sometimes feel a bit clunky when trying to navigate the ticket meta. Review collected by and hosted on G2.com.

very practical, more fluid for the management of exams, many shortcuts Review collected by and hosted on G2.com.

all the cases treated by the specialists do not appear Review collected by and hosted on G2.com.