Klaus Software

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Find out more:

PriceDemo

About Klaus

Klaus is a cloud-based solution, which assists customer support teams with conversation review and feedback collection. Key features include ticket management, filtered views, trend analysis, rating management, activity tracking, and reporting. The Klaus platform enables administrators to view tickets filtered by criteria, review agents’ conversations with customers, and provide feedback to agents. It comes with a centralized dashboard, which allows users to visualize performance metrics including ratings, team-wise review scores, and reviewer comments. Additionally, users can assign role-based permissions to team members for setups such as peer review, review by managers, and more. Klaus comes with an API, which facilitates integration with third-party systems such a...
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Review tickets

Klaus User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

5

Value for money

5

Customer support

5

Functionality

4.5

Showing 1 - 5 of 15 reviews

User Profile

Valentina

Verified reviewer

Company size: 501-1,000 employees

Industry: Information Technology and Services

Time used: Less than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

March 2019

Manager reviews, peer reviews, cross departamental reviews - all the reviews

Qualitista helps us to encourage peer reviews and cross-team learning for support agents. Constant peer reviews have increased trust and facilitated knowledge sharing. Onboarding time has been reduced as it allows new agents to review "successful" tickets (instead of only seeing open = unsolved cases in the queue). Codifying how we define quality has helped us to create training material and a joint vocabulary around how we solve customer queries.

Pros

* Ease of onboarding * Versatility of use (adaptable to different needs, even within the same account different teams can use it as they see fit * Customer service

Cons

* Documentation/Knowledge base is yet to be fully developed

Luna

Company size: 51-200 employees

Industry: Logistics and Supply Chain

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

March 2019

Time Saving and So Helpful

My experience with Qualitista has been absolutely stellar. I get a message when something in the app isn't working correctly. I'm able to request features directly to the folks who are building it. This is why I can't really say anything I don't like about it. Anyone who purports to understand anything about technology knows that it's constantly changing and getting better. We've been on the platform for almost two months and things are getting better with regularity. This a great product and I recommend it to anyone who really values their time.

Pros

Qualitista has been a life saver! I'm the Training and Quality Specialist for an app startup and this is a new position for the company. We still don't know some of things that I'm going to be responsible for, but I have so many ideas. The way I was doing ticket assessments before took SO much time that I couldn't work on anything else. I saw Qualitista and was instantly excited about the time I was going to save and the depth in which I'd be able to get with assessing our team members. The progress tracking, the feedback communication, all of it in one place? This program has helped me SO much!

Cons

I haven't found anything I don't like about it so far.

Sarah

Verified reviewer

Company size: 51-200 employees

Industry: Leisure, Travel & Tourism

Time used: Less than 6 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

May 2019

Qualitista wins!

Pros

We adopted Qualitista after shopping other CX QA programs for a few reasons. As a company that was finally outgrowing our home-grown QA solutions, we wanted to find an affordable system that included integrations with our CRM software (Kustomer), had a very responsive team to support & help us grow in our QA journey, and had an easy-to-use interface. We didn't need all of the bells & whistles that some of the pricier options included, but we did like the idea of being an early adopter with a newer startup that would prioritize our needs in building their roadmap. We've found exactly that - exceptional response to questions, quick fixes when something goes wrong, and a willingness to partner with us rather than "manage" our process.

Cons

Sometimes the speed to roll out new features overtakes our communication, but it's definitely gotten better :)

Reasons for choosing Klaus

Pricing, direct line to managers, and integration with our CRM.

Ervin

Company size: 11-50 employees

Industry: Information Technology and Services

Time used: Less than 12 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
3

Functionality

out of 5

February 2021

Bitsgap success story

Klauss has opened us a way to interact with our support team and create a development scorecard, performance review procedures, and follow the progress of our agents in the long and short term. This has already eliminated a whole lot of problems with underperformance and highlighted the success of top notch support agents. Thank you for that!

Pros

Features that our support channel service doesn't provide: random selection of tickets, advanced filters, conversation rating, conversation timeline, convenient tag usage

Cons

For someone who starts with a conversation QA it is hard to decide where to begin and how to set-up everything. I would say that in-platform tours would be a good feature to have. The other thing are ratings, while 3 point ratings don't reveal much of the information, the 5 point system is too much. The 4 point rating would be a good fit for our company so we can distinguish feedback in the following ratings: Bad, Ok, Good, Wow

Response from Klaus

Thank you, Ervin, for the review Klaus actually has a 4-point rating scale in the options as well. You can find it in the Rating scale setting. Let us know if you need any help setting that up.

Replied February 2021

Shontae

Company size: 201-500 employees

Industry: Consumer Services

Time used: Less than 12 months

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

November 2019

It's awesome!

We are quickly able to confirm who is excelling in certain areas versus who needs improvement. Getting notified via slack immediately when reps respond is really nice as well. It allows us to address concerns right away as they come in. We really get to see the big picture at a glance which helps the entire team grow.

Pros

The software is very user friendly. I can easily manage and view statistics for individuals.

Cons

So far, I really like the software. Occasionally we have outages however it's addressed right away when notified to your support team. The customer service all around is awesome.

Reasons for choosing Klaus

It's easy to use and has a more streamlined approach. We also love the cat mascot lol.