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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 5

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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....
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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
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Here's how.
Verified User in Apparel & Fashion
UA
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: Seller invite
Incentivized Review
Rating Updated ()
What do you like best about Zendesk QA?

The notifications the advisors get and the dispute system. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Klaus not picking up certain tickets due to technical limitations. Review collected by and hosted on G2.com.

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

We had only been able to publish review scores once a week via Excel before, but now the advisors are immediately and automatically notified. This has helped us save a lot of time. Review collected by and hosted on G2.com.

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Response from Triin Ilves of Zendesk QA
Editedit

Purrific! Proper quote material here - thank you! 😻 PS: Since we do take a careful look on the suggestions, please bring up the issue with ticket pickup with your CSM.

But in some cases (Conversations Insights dashboard), our cat-bots automatically exclude some conversations that would be ineligible for review? For example, interactions in which the customer says nothing at all. Our text processing wonder-tools sweep away this segment, so the sunbursts only include interactions of substance.

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Verified User in Transportation/Trucking/Railroad
UT
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?

The most helpful feature of Klaus is the way it provides the percetage of my performance. It gives me an option to view the percentage of my performance by a certain period (the week, last week, this month, last month, last 30 days, custom period). Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

At the moment, there is nothing to dislike about Klaus. It is very user friendly and everything I need to know about my performance is already in the application. Review collected by and hosted on G2.com.

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

Klaus is helping the company to make it easier to know the percentage or standing of an agent based on performance. It makes us more productive knowing the real time surveys and ratings that we receive. Klaus also has a feature where our seniors can review our work and give a rating. It is easier for us to monitor our performance. Review collected by and hosted on G2.com.

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Sean B.
SB
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?

What is helpful about Klaus is that the scores are easy to understand. It's easy to send a comment and reply to others' comments as well. Team score is easy to understand. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Nothing so far. Using Klaus makes our tasks much easier because the stats are easy to understand. Posting of scores are real-time as well. Reall a great tool so far. Review collected by and hosted on G2.com.

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

It solved our worries about our stats and scores not being accurate. Our tool did not provide us with accuracy and efficiency like as Klaus did. We are happy to be using Klaus right now. Review collected by and hosted on G2.com.

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

It is easy to use and to keep track of review feedback, not only for the team doing QA but also for our Agents. The Dashboard is great and very useful to keep track of areas of improvement.

Klaus's support is awesome as well. Highly recommend! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

nothing I dislike. I would like if more of the cool updates and new features are added to the basic plan Review collected by and hosted on G2.com.

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

Klauss helps us review agents' tickets, keep track of feedback, and provides a complete dashboard with analytics tools. Review collected by and hosted on G2.com.

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Khyme T.
KT
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?

Klaus helps us determine what areas we need to improve and what areas we excel in. It organizes the reviews that our Quality Management provides. It is an excellent tool for consolidating all the best and worst interactions we had with our customers. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I like Klaus. I need to have time to explore some filters on this app. Review collected by and hosted on G2.com.

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

Klaus is really helpful in reviewing and scoring agent-customer interactions to company standards. It identifies specific areas that require improvement. It organizes agent onboarding and training in procedures and best practices. Review collected by and hosted on G2.com.

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Alex C.
AC
Senior Customer Support Specialist
Small-Business(50 or fewer emp.)
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Validated Reviewer
Verified Current User
Review source: Organic
Rating Updated ()
Zendesk QA
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Nowill S.
NS
Concierge
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?

Easy to use, and easy to submit disputes for my IQS as well. Very helpful in tracking my day to day basis performance. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Wordcloud sometimes cannot recognize other language. But this is a nice feature; it boosts my morale by checking those praises every now and then. Review collected by and hosted on G2.com.

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

Disputing my IQS. It's never been easy disputing IQS manually but with this tool, I can do it even without my Supervisor's help, just need to inform her though after I file a dispute :D Review collected by and hosted on G2.com.

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Carmela M.
CM
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?

What I love about Klaus is we can check our productivity real-time and we can also add comment whenever we have questions or concern to our productivity. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

None so far. We are really enjoying Klaus because it's user friendly and easy to access. Review collected by and hosted on G2.com.

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

Whenever we have a concern or questions with our productivity, we can always leave a comment and also we are able to check our CSAT real time. We will be able to see and check what are the areas of improvement either. Review collected by and hosted on G2.com.

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Geethma M.
GM
Customer Support Agent
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Organic
What do you like best about Zendesk QA?

The interface of the tool and how it re-direct with slack Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I have no dislikes. I like all the functions. Review collected by and hosted on G2.com.

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

It helps to develop my job based skills such as tone of voice, language, etc Review collected by and hosted on G2.com.

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Earven F.
EF
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?

Klaus helped us employees to receive reviews from our Seniors which is way easier and more compact compared to different applications. Klaus is way user-friendly. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I haven't found anything that I do not like about Klause. Since I used this, everything went well. Review collected by and hosted on G2.com.

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

Klaus provides a connection from our Seniors to us concierges. They can give feedback that helps us improve our work. It is way more easier as well to see on what areas do we need to focus and excel. Review collected by and hosted on G2.com.

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Pros and Cons Details
Zendesk QA