CSAT surveys are considered the North Star for tapping into what customers think.

Yet, the average CSAT response rate is…
19% for chat,
5% for email,
5% for phone.

And only 19% of all CSAT ratings include a comment in addition to the score 🙀

If your survey responses are similarly as quiet as a mouse, we’ve got some great news to share. Our latest addition to Klaus’ CSAT powerhouse is there to get your customers meow-ing with feedback.

Disclaimer: it can’t help you see what your customers are thinking, but it can heavily nudge them to share what they think.

Powered, hosted, and trained by Klaus, KlausGPT makes it easy for your customers to lend their thoughts and provide more insightful feedback.

👉 Read more and discover yourself here

In April, various Klausians are travelling the world to meet our new and old community members in person. Oh, and we've got some webinars planned for April, too. 

Check out the events and join us for a purrific time:

👉 3 April - Klaus Lunch Club in Tel Aviv
Let us know in the comments if you'd like to join!

👉 3-4 April - Support Driven Leadership Summit in Philadelphia
Read more here and meet @Chris Jewitt and our Co-founder Martin

👉 5 April - CX Supper Club with Assembled and Klaus
Let me know in the comments if you'd like to join or can recommend a CS leader who's based in NYC and should join.

👉 12 April - Customer Service Quality Benchmark Report Webinar
A must attend for everyone who care about customer service quality. Register here.

👉 13 April - Klaus Supper Club in Barcelona
Let me know in the comments if you'd like to join or can recommend a CS leader who's based in BCN and should join.

👉 19 April - Breakfast of Support Champions with Ultimate and Klaus
Register here and join us for lively talks and tassssty breakfast!

👉 25 April - Zendesk Presents: Das CX Update aus München
Our pop up booth with socks and CS quality opens at 13:30 CET. Register here and join us!

👋 Hallo and kiitos!

Several Klausians will be travelling this week. If you are based in Berlin or Helsinki, come and say hi at:

📍Berlin: CCW EU, free to attend 

Our booth is located at the Future Camp area. Next to that, we'll be introducing Klaus on the 2nd of March at 12.00 – 12.50pm in the Trade Show Hall 2. Willkommen!

📍Helsinki: Support from Hel meetup, free to attend

Come join us to talk about Quality Assurance in Customer Support! Warning: there will be some cat stickers, beer, and possibly even lonkero.

So, who's coming?! 🐾

You've probably noticed that a lot of irrelevant content has been shared recently. Seems that a couple of people are systematically targeting QualityTribe, by signing up and posting relentlessly. 

Since the Tribe platform does not have good ways of blocking these people off completely, we have turned off the sign up function for the upcoming weeks. If you have colleagues or peers who'd like to join Quality Tribe, just let us know in the comments below or contact us directly.

Thanks 💪

Are you ready to take your Klaus mastery to the next level?

On February 15, tuna in with our team of experts to learn first about Klaus’ freshest product releases and more advanced practices.

Make the most of what Klaus has to offer and get cat-tific advice on how to use revamped Assignments.

Learn how to use Klaus’ Smart filters to find the most meaningful conversations to review, and master other superuser tricks.

✨ Register here: https://app.livestorm.co/klausapp/whats-new-february-2023

Nouran Smogluk, Komoot’s Director of Customer Support wrote a guest post to Klaus' blog, explaining some tactics and how-tos on creating a top-class training programme for customer service teams.

Read more here ✨

• How do you keep track and classify negative feedback?
• How do you use the gathered data? (Coaching, product feedback, etc)

December will be busy for many Klausians, take a look at what we’re doing / where we’re going:
 

6 DEC 16pm CET - webinar “How to Leverage AI in Customer Service QA with Klaus?” with Mervi Sepp Rei, PhD (Data Science Lead at Klaus) and Chris Jewitt (Customer Success Manager at Klaus).

8 DEC 19pm CET - Klaus Supper Club in Berlin (1st one!). Invite only - let us know in the comments if you'd like to join.

15 DEC 18pm CET - Cocktails with Klaus in Amsterdam with Sales team. Let us know in the comments if you'd like to join.

Our Review Assignments feature now offers greater flexibility to automate and accommodate your QA needs. Provide your team with a consistent flow of insightful conversations to review.

In addition to a brushed-up look and feel (hello, dedicated setup page!), we’ve sharpened & enhanced the entire assignment setup flow, which now features:

• custom start time;
• selecting participants in a click;
• setting review goals by agents;
• more assignment conditions;
• enhanced overview panel;
• unified assignments view;
• reviewing one conversation at a time;
• new next and skip buttons.

Read more in the article HERE

Have you tried it out already? What do you think?

You've probably seen it on social media, but we're gathering answers for the upcoming 3rd edition of Customer Service Quality Benchmark Report.

This time, Aircall, Intercom, Support Driven and we are digging deeper than ever to give you a detailed report on CS benchmarks, insights, and trends.

Help us and fill out the survey here: https://www.klausapp.com/benchmark-survey-22/

Thank meow! 🐾