Zendesk QA Reviews & Product Details - Page 7

I like the assignments option in Klaus with various criteria that you can set to include/ exclude conversation. I also like the calibration engine, which encourages me and my team to calibrate regularly without any mega effort. We could build our own score card on which we evaluate and the integration was super simple too. The support is absolutely superb as well!

I'm also a cat fan, so all the references to Klaus the cat are making this a whole lot more fun! Review collected by and hosted on G2.com.

I'd love if Klaus were to introduce an AI QA, using Language Processing to suggest a QA score or even score all conversations automatically. Reviewing every single conversation is a great way to maintain and improve quality but it's also a very time consuming task which ideally I'd like to have automated and then just review to ensure the automation is calibrated. With a small team, we have very limited resources, so QA'ing unfortunately often gets deprioritised while it shouldn't. Review collected by and hosted on G2.com.

Klaus is very user-friendly, easy to navigate and also fun!

It's good for basic QA and provides sufficient high-level insights on team performance, as well as individual breakdown. Definitely a great starter substitution for spreadsheets, that many CS teams use at the beginning.

It's convenient to provide a review and discuss it with the agent - all in the same space. I also like the feature that shows, if the review has already been checked by the agent. Very useful for agent management:) Review collected by and hosted on G2.com.

Working more with the analytical part of the tool, I'm facing sometimes the lack data granularity and deeper integration with Intercom. That would be - trying to see trends not just linked to agents, but issues reported or time taken to resolve the case. This can be resolved via API integration into internal reporting tools (if those are available in the company and have resources for integration).

Additional issue that was spotted with inconsistency with retrospective data. While it was reported to Klaus team, we couldn't find the root cause. And since this issue was deprioritised for us, we dismissed it, but it's definitely smth that needs to be looked into in the future. Review collected by and hosted on G2.com.

I like Klaus because it's a great way to centralize reporting and track Customer Support quality across the organization. It's an easy way to write and receive reviews for Support conversations and customizable so you can track specific metrics that matter to your team. Review collected by and hosted on G2.com.

I have not encountered anything negative about Klaus so far. Naturally, there may be a bug here and there, but the developers seem to do a great job maintaining and improving the system. Review collected by and hosted on G2.com.

Klaus is straightforward, user-friendly and easy to use.

Support from Customer Support or the dedicated AM is consistently fast and on point.

Finally, it allows you to modify things in the way you want to help you make the most out of it: individual assignments, specific assignments, specific rating criteria etc. Review collected by and hosted on G2.com.

I don't think that there is anything I dislike about Klaus. Review collected by and hosted on G2.com.

Klaus allows reviewing our support team's conversations quickly. I use both the app and Chrome extension, which helps to review the chats straight from the Intercom, saving you time. The platform itself is very intuitive, with no need to go through the complex onboarding or spend hours reading the help center. You can personalize the experience by deciding on the scorecard for your team, so you can review the categories that matter. The pricing is Review collected by and hosted on G2.com.

There is not much that I dislike about Klaus. The one thing I noticed is that sometimes I miss the notifications on the new comments from my team when they reply to the feedback left - it seems like I don't receive all of them. Review collected by and hosted on G2.com.

Klaus does the basics of Q&A really well, with a simple UI and easy navigation and rating for the agents and reviewers, while also adding various additional features to simplify many other processes. This could be their quiz feature or their agent coaching feature. Review collected by and hosted on G2.com.

Not much. Everything works well and when it doesn't they're quick enough to fix it. As long as they keep adding new features as they've been doing so far we'll be happy! Review collected by and hosted on G2.com.

The array of features packed in such a simple and effective tool. Loved working with the tool and their team is super helpful. Review collected by and hosted on G2.com.

Implementation may take time depending on needs and goals, but that's to be expected with anything, really. After initial setup, it's all uphill! Review collected by and hosted on G2.com.

Initial set up of Klaus might take some time, but once you're up and running, it's fairly intuitive and simple to use.

The dashboard is very useful and readily shows all the important information, including the filters/sort, the graph and the colour-coded scores. Review collected by and hosted on G2.com.

It would be useful if the rating system could include a sliding scale so that they could be more granular instead of the smallest value being set to 25% - maybe a 1 - 10 scale?

Sometimes the conversations from intercom don't load very well; also copying the conversation URL from intercom and Review collected by and hosted on G2.com.

Before moving to Klaus, we really struggled to keep a good routine around QA. It was very cumbersome to get randomized tickets without a lot of manual work in a spreadsheet or even using other tools that had a very steep learning curve.

Setting up filters in Klaus takes minutes, and uses the same logic as most helpdesk systems, making it very easy to teach internally. Also, the options for your rubric can get quite intricate, but Klaus sets you up to do the simplest, most effective version of that.

I have to cap this off by mentioning the Klaus team. The customer-facing team is quick, kind and has always been able to offer up a solution for any thing I've thrown their way. They are also quite generous with their time - if you need a demo or quick training, they are always willing to set you up - and I've also found myself working with some of their designers to test new features that were about to be launched. Klaus strongly believes in their mission, and it shows. Review collected by and hosted on G2.com.

I honestly have very few things that I dislike. If I had to say something, I wish there was more investment in the Training Wheels tool, but I understand it's not their main focus. Training Wheels has really helped us during our onboarding process, so I hope to see that particular business case catered to a bit more in the future.

Oh, I also wouldn't recommend Klaus if you are scared of cats. Review collected by and hosted on G2.com.

Klaus organizes all the data you need and filters out the stuff you don't. With it's easy to use interface, pulling reports have never been easier. Review collected by and hosted on G2.com.

There are some features that I hope to see in the future, such as highlighting text within a message to comment on specifically or assigning self-review tickets. However, the team is constantly rolling out new features, so this is less of a dislike and more excitement for what Klaus rolls out next. Review collected by and hosted on G2.com.