Zendesk QA Reviews & Product Details - Page 15

Its very easy and organized with many options and insights Review collected by and hosted on G2.com.

sometimes Klaus stops syncing with HelpScout and we need to restart the process. Review collected by and hosted on G2.com.

Klaus makes it very easy for us to do daily reviews of our team and ensure we are up to internal standards. It helps to reveal any gaps in knowledge and takes this out of the inboxes! Klaus is constantly updating, and their team is on top of things. I find it very easy to get help, and they are always open to feedback. Review collected by and hosted on G2.com.

Nothing, they are a great company and highly responsive when needs a rise. Review collected by and hosted on G2.com.

Ease of use, design is great, quick and easy to use dashboards. Review collected by and hosted on G2.com.

One of the things I can point out that could definitely improve is exporting. Review collected by and hosted on G2.com.

We love how intuitive Klaus is, especially for new reviewers - new teammates can easily hop in and review peers. We also feel it has good integration with Intercom. The Klaus team has also been very helpful and supportive. The cat puns never fail to bring a smile as well! Review collected by and hosted on G2.com.

We've found there are some minor limitations on filtering data and comments - for example, we would love to be able to view reviews with comments and no score more easily, and sort by score type more easily on the dashboard. These are truly minor, and we find Klaus to work well for us overall! Review collected by and hosted on G2.com.

The new Conversation Insights chart is a fantastic addition. It greatly helps identify which tickets to prioritize. This is my go-to method of choosing which tickets to QA. Review collected by and hosted on G2.com.

The Conversation Insights could be improved: you could add a filter for agent, and the AI used to determine sentiment and complexity is not trainable; so, you end up with some screwy results. Other than that, the Chrome extension has always been fussy and behaves badly in a variety of ways. I tried for months to use it for all my QA-ing of tickets, but it was not effective. Review collected by and hosted on G2.com.

I like the rating format with emojis that you can choose a variation, you know? It doesn't have to be just two options. The dashboard is amazing and shows me the period results in an extremely clear and intuitive way. Review collected by and hosted on G2.com.

I can't say there is anything I don't like, but something that bothers me a little would be cache-related. Sometimes it makes it impossible to write or mention someone in the comment because the page won't let me do it. And I can only get it after clearing the browser cache. Review collected by and hosted on G2.com.

Being able to select specific messages to eave feedback for Review collected by and hosted on G2.com.

Email notifications for the product. Sometimes find I get an email saying I've got feedback when I haven't received any at all Review collected by and hosted on G2.com.

you can filter chats by many metrics. you can change a scoring system whenever you want Review collected by and hosted on G2.com.

If a chat is hashtagged but not reviewed, it won't get into the statistics on a dashboard. thus you cannot see dynamics by a hashtag Review collected by and hosted on G2.com.

With Klaus, our customer support team is clear on what makes for a high quality customer interaction, and we can give and receive specific and actionable feedback so that we can improve. Review collected by and hosted on G2.com.

I have experienced quite a few bugs using Klaus. I don't think they have ever kept me from being able to use the tool to do what it is meant to do, but they are quite annoying. Review collected by and hosted on G2.com.

Klaus is super intuitive and the user interface is a godsend after dealing with many complicated solutions, I felt right at home using it for the first time. Quality control is a big part of our daily operations and I can't imagine using anything else for this task. The tool is also very flexible which is greatly appreciated, changing CRM's (or QC criteria) had little to no impact on my usage of Klaus. Review collected by and hosted on G2.com.

If I had to nitpick, when swapping between tickets from different CRMs, the page will sometimes "stick" to the ticket shown by default and will not show the newly selected ticket. A quick refresh usually solves the issue though. Review collected by and hosted on G2.com.