Zendesk QA Pros and Cons

What I found most beneficial about Klaus is ease of getting it setup, connected to our ticketing system (Zendesk), and our users in the system. Our team also found it very easy to begin creating scorecards and starting ticket reviews. Once we were in and going (with minimal help needed from their team, although they were great when needed), I found it very easy to evaluate opportunities for team member coaching and reporting across teams and our entire Support organization.

If you toss in the AI auto-scoring and their regular usage of punny comments- it's an amazing all around solution for these reviews! Review collected by and hosted on G2.com.

I'm not sure I would readily identify something that I really dislike...I had a touch of trouble understanding the dashboard an grasping the logic of how it was built, but that was more of me simply learning the product versus something I don't like. Review collected by and hosted on G2.com.

Klaus has proven to be a game-changer in fostering a culture of accountability and self-improvement among our agents. The ability while using Klaus to provide constructive feedback in real-time has not only elevated individual performances but has also contributed to an overall positive shift in team dynamics. Review collected by and hosted on G2.com.

One notable drawback is the learning curve associated with the program. The initial onboarding process may be somewhat challenging for new users, and it takes time for teams to fully grasp the functionalities of Klaus. A more intuitive and user-friendly interface, especially for those less tech-savvy, could expedite the learning process and enhance overall user experience. Review collected by and hosted on G2.com.

Klaus is a very intuitive tool, both for the QA agent and for the agent responsible for customer service. I use the tool daily and its implementation was very smooth.

Providing Feedback becomes an easier mission with the options that the website offers, from service evaluation, to Coaching sessions, Assignments, filters and several other resources that help with the organization and quality of the service. Review collected by and hosted on G2.com.

I would like the site to have an option to access the conversations evaluated directly through the "Categories" option within the Dashboard. This would help to directly check a specific conversation where a certain root cause was used. However, when I have a question, I am very well attended to and their knowledge base is very complete. Review collected by and hosted on G2.com.

I've been using Klaus for 2 years and the journey has been absolutely amazing. I love how user friendly, fun and customisable it is, and most importantly the Klaus team always takes feedback on board and keeps improving the tool. It has initially increased our efficiency by almost 60% and continues to be a staple in quality reviews for our company. I especially love assignments and filters features as they allow us to do the most pinpointed reviews and make sure we hit our weekly and monthly evaluation goals. Review collected by and hosted on G2.com.

I honestly can't think of anything I dislike. Review collected by and hosted on G2.com.

The Intercom integration makes it super easy to view and target specific types of conversations and I love the variety of options when it comes to assignments and scorecards. Overall it's intuitive, easy to set up, easy to use, and really helps us gain insights on what we can do to improve our level of service and keep it consistent across the team. Klaus's customer service has always been great and it seems like the product team really listens to customer feedback - they're always introducing quality-of-life improvements that make our QA processes easier and—dare I say it—more fun? Review collected by and hosted on G2.com.

Honestly can't think of anything. Any feature I've felt was missing in the past has been introduced since, so as I mentioned before, it seems like their product team is very receptive to their customer's requests or needs. Review collected by and hosted on G2.com.

Klaus allows us to have a detailed information about the scores we acquire from the tasks that we have been assigned to. We also use the software for knowledge quizzes.

In addition, its minimalistic yet aesthetic features are eye-pleaser and can be deemed user-friendly. Review collected by and hosted on G2.com.

Klaus did have minimal bugs such as score reviews which does not reflect in the reviews section , but it has been corrected already and it is all good now. Review collected by and hosted on G2.com.

The scorecard system is easy to use, provides detailed customization to set standards & goals, and provides a virtual space for transparency & accountability across all our teams.

It's a great feedback tool, that gives me insight into each team member's individual performance and helps me to define specific steps for grwoth and improvement. Review collected by and hosted on G2.com.

So far, so good! I've only noticed a few minor work flow issues that sometimes drive me nuts haha e.g. I wish you could go back and retrieve a skipped conversation and the "submit review" button should be more prominet compared to the skip button. Review collected by and hosted on G2.com.

automatically spotlights churn risk, outliers, escalations, Review collected by and hosted on G2.com.

sometimes performance issues during peak usage Review collected by and hosted on G2.com.

Pretty intuitive interface, the email threads are shown in a way that makes them easy to read. The translation tool is super helpful too.

I also like the fact you get recurring tasks assigned to you and statistics on your team member's results. Review collected by and hosted on G2.com.

Identifying patterns over time in the feedback given is hard. You cannot use internal categories from Zendesk for ex. to segment the feedback given on a thread about a specific issue.

So you need to have an external tool / spreadsheet to track the patterns and address them.

The space where you can see all the reviews given to a specific person focuses mostly on the numbers and you need to hover over the grade to see the content, which is a bit weary. Need to go over them one by one instead of just seeing a preview of the feedback Review collected by and hosted on G2.com.

The auto QA! Love that it can help me find conversations that need my attention so I can be responsive to our members needs.

I find it a great resource as we look at ensuring the highest level of care from our success and support team. We're able to deliver feedback quickly to our team so they can adjust and respond fast, too. Review collected by and hosted on G2.com.

It took me a while to figure out the filtering. Once I did, it made sense :) Review collected by and hosted on G2.com.