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Zendesk QA
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Zendesk QA
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4.7 out of 5 stars
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Zendesk QA Reviews & Product Details - Page 21

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Zendesk QA Overview

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What is Zendesk QA?

Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships through excellent CX. With Zendesk QA, you can identify gaps in your customer experience before they become a problem. Use AI to pinpoint where agents are falling short, and resources are going to waste – then fix what isn’t working. Automate quality assurance across agents, teams, BPOs, and countries. Use Zendesk QA to: - Unlock value from every conversation with AI and AutoQA. You’ll spend less time hunting through a stack of tickets, and more time actually solving issues. - Gain full transparency into performance trends. Identify which agents are underperforming or which parts of the customer experience are failing. Evaluate exactly which factors lead to improved CX experience. - Jump straight into the fixing phase. Zendesk QA automatically spotlights churn risk, outliers, escalations and more, so you can easily pinpoint and solve gaps in your service. - Drastically reduce manual admin work and removing friction by automating your QA processes. - Thanks to systematic feedback, you’re equipped to give specific performance guidance to your team. Offer 1:1 coaching or schedule trainings to help struggling agents. Zendesk QA helps customer support organizations improve CX by automating QA operations to drive revenue, boost CSAT, reduce churn, and cut the cost of CX operations.

Zendesk QA Details
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Zendesk QA Community
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Product Description

Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships through excellent CX.

How do you position yourself against your competitors?

Klaus offers a 360° approach to customer service quality improvement:
- Understand which conversations you should review with the help of AI.
- Improve support conversations through systematic feedback.
- Measure your support efforts and capture trends.
- Coach your agents based on insights from conversation reviews.

Seller

Zendesk

Description

Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world.

Overview Provided by:
Kair Käsper

Zendesk QA Integrations

(2)
Integration information sourced from real user reviews.

Recent Zendesk QA Reviews

Huascar S.
HS
Huascar S.Enterprise (> 1000 emp.)
4.5 out of 5
"Great tool to evaluate and share insights"
It's easy to set up various assignments, calibrations, and scorecards. It's very reliable and provides visibility about individual and team scores....
Read more
Verified User
U
Verified UserMid-Market (51-1000 emp.)
2.5 out of 5
"Does the job but too limited"
Formally known as Klaus, this was a platform my client would use for the QA evaluations for the support team. However, we decided to leave this pl...
Read more
UMI MAMDUDAH T.
UT
UMI MAMDUDAH T.Mid-Market (51-1000 emp.)
5.0 out of 5
"Efficient Tool for Managing Customer Emails and Escalations"
I used Zendesk for more than 5 years as an email customer support agent at Lazada Indonesia. In my experience, Zendesk is very user-friendly and ef...
Read more

Pricing Insights

Averages based on real user reviews.

Time to Implement

1 month

Return on Investment

14 months

Average Discount

7%

Perceived Cost

$$$$$
View More Pricing Information

Zendesk QA Media

Zendesk QA Demo - QA Suite
Automate and standardize your quality assurance processes, so you can identify gaps in your customer experience before they become a problem.
Zendesk QA Demo - AI Suite
Achieve 100% coverage across agents, teams, BPOs, and languages with the help of AutoQAs. Get instant access to AI-powered conversation insights.
Zendesk QA Demo - Coaching Suite
Close the feedback loop with regular 1-1s and coaching sessions structured around performance metrics and action items.
Zendesk QA Demo - Analytics & reporting
Keep track of real-time KPIs and identify top and low-performers. Systematically improve resolution time, interactions per case, and customer satisfaction.
Zendesk QA Demo - Browser Extension
No longer are you confined by the virtual borders of your help desk tool. Zendesk QA's browser extension allows you to securely review conversations wherever they happen.
Answer a few questions to help the Zendesk QA community
Have you used Zendesk QA before?
Yes

204 Zendesk QA Reviews

4.7 out of 5
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204 Zendesk QA Reviews
4.7 out of 5
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Zendesk QA Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons
G2 reviews are authentic and verified.
Here's how.
Verified User in Information Technology and Services
CI
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Review source: Organic
What do you like best about Zendesk QA?

The value that you get for the price. I've used other applications like MaestroQA in the past (and implemented make-shift solutions using spreadsheets), but this has been the one that most people I've worked with like because of its ease of implementation and use. The metrics you can pull from Klaus are hands down my favorite feature—you can get a nice overview of how the team is doing and look at opportunities to improve.

I also love Klaus (the cat) as a cat lover, but that's is obviously not THE reason why I use Klaus, but I love the character they've created for the brand. :) Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

If you have a lot of data when you are coming in for the first time, the import can be a bit slow. But the team is usually very responsive when you reach out. Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

Sometimes selling QA to smaller teams can be difficult (at least in my experience) so typically they won't want to put the budget towards the software to facilitate that. The problem is that manual solutions like spreadsheets are unnecessarily tedious, so Klaus sort of meets the budget requirements while also doing a great job of fulfilling its job.

Being able to add objectivity to the peer review process is one of the main benefits that have come from using Kaus. Instead of just an arbitrary grading process (which is what I've had in the past), Klaus lets you break down the score by empathy, tone, etc. Review collected by and hosted on G2.com.

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Paolo G.
PG
Learning & Support Team Leader
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Zendesk QA?

I like how easy it is to implement and adopt. UI / UX is great! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I like everything in Klaus app, Klaus and the team has been great! Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

Klaus is helping us improving the quality of our responses and creating a unique mood of communicating with our customers as different agents can see, review and bring feedback to other agents Review collected by and hosted on G2.com.

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Valentina T.
VT
Head of Remote Operations
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Zendesk QA?

* Works for manager led reviews as well as peer reviews.

* Can be used for onboarding and on-going learning.

* Rating categories are adjustable and can be weighted.

* Possibility to have several teams under one account, each team with their own settings. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Knowledge base is just starting out (though articles are being added regularly and as needed). Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

Start with two or three quality ratings, experiment, and see what works. Make sure to train your team on how to use the categories. Invest some time for calibration exercises to make sure your team rates similarly. Don't be afraid to update/change/experiment with your rating categories. Use ratings and comments as conversation starters for 1:1s. Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

We use Qualitista predominantly for peer reviews to ensure every person gets a minimum amount of reviews every week without overburdening managers. We wanted to integrate Quality into our Happiness Engineers' mindset, and by making reviews a regular part of their work, and making it as easy as possible, Quality has become a top priority. What gets measured gets managed. Review collected by and hosted on G2.com.

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Verified User in Computer Software
AC
Small-Business(50 or fewer emp.)
More Options
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best about Zendesk QA?

Affordable, easy to set up, good support and onboarding Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I find the rating calculation a little bit difficult to understand at first. Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

It's an easy way to do QA for support tickets and chats. Goodbye, spreadsheets! Review collected by and hosted on G2.com.

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Pros and Cons Details
Zendesk QA