Although it feels like January was just a couple of weeks ago, then we're getting closer to a new year. To recap a very interesting year in customer service, we are joining Intercom, Woodpecker and Support Driven for an end-of-the-year webinar. 

On November 30, our expurrts will be revisiting some of the biggest benchmarks in the industry and placing their bets for next year. How does the support and experience field change? Which new fads will be dominant in 2022? 

Or just stop by to say hi to: @Martin Kõiva (Klaus), Ruth O'Brien (Intercom), @Julia Kalysh (Woodpecker) and to Scott Tran (Support Driven).

Read more and register here

Want to be data-driven but not sure how? 
Want to review the conversations that matter? 

No need to kitten around anymore. Our data team has worked hard on the new Conversation Insights feature.

Cool, right? But what do they do? 
➡️  Filter your conversations to find the ones that matter in seconds
➡️  Compare agent performance with different metrics
➡️  Glimpse the ‘big picture’ and the minor details

Fun and functional, we can’t wait for you guys to give these a spin! You can read more about it here.

...CUSTOMER EXPURRRRIENCE.

Klaus is participating in Talkdesk's charitable competition for the most innovative #CX tool.

The online competition takes place on 18 November and I would 💜 to see you attending and voting for us (or support your favourite participating company). 

In the name of the winning team, Talkdesk will donate $10,000 to the selected charity. We’ve nominated União Zoofila, an animal shelter where one of our team members Chris adopted his dog Canito.

Here’s the registration link. See you!

Klaus has scouted three appealing job offers from the land of customer support and experience. Check 'em out: 

✨ Senior Central Quality Assurance Lead at Voi, in Stockholm, Sweden
Voi is currently looking to expand its User Support Operations team with a Senior Central Quality Assurance Lead that will ensure a high and consistent level of support quality. Own and lead the quality strategy plan and be the expert on support processes.

✨ Customer Support Specialist at HubSpot, remote, USA
As a Customer Support Specialist, you will provide a helping hand to customers who are growing their business with HubSpot. Their team delivers a human and consultative support experience through creative, technical problem-solving and a thorough knowledge of how the HubSpot software works.

✨ Head of Customer Experience at Hamlyn Williams, Berlin, Germany
Based in Berlin, this person will work with their team and will be responsible for all areas of consumer interaction – from dealing with customers on a one-to-one basis via leading Social Media platforms to extract data and conducting data analysis to amplify their Consumers’ Experience.

In the upcoming weeks, we have a number of events coming up. I'm really excited to share these, because many of them will be in-person events! And this means real high-5s, elbow bumps, and good old mingling and networking.

Here's the list with registration links. Happy purr-owsing 🐾

28.10 Klaus' Product Update, (16:00-16:45PM UTC, online)
In this product update webinar, @Chris Jewitt, @Valentina Thörner, and @Martin Kõiva will purrsent the latest features and developments on the Klaus app. Register here.

03.11 Cocktails and No Bad Conversations, (19:00-22:30, in-person event in Lisbon)
The unofficial side event of Web Summit 2021 is hosted by Klaus, Dixa, and weWow. We are inviting everyone who is either working in the customer support / experience field or interested in it. Lot's of quality conversations and cocktails included. Register here.

11.11 No Bad Conversations meetup #1, (09:30-11:45, in-person event in Amsterdam)
Together with Dixa, and weWow, Klaus is launching the No Bad Conversations meetups - a series of events for people working in the customer support and/or success field. Initiated by Klaus, these meetups offer education, entertainment, and a solid excuse to meet your online friends in real life. Register here.

Which one of these events do you plan to attend? 

Our very own community was nominated under the category 'Customer Success Community' together with 18 other candidates. 

Let's try to see if we can win it! 😻

👉 Vote for us here: https://cmxhub.com/awards/vote/#szoWOUIAHr 

Hiya! I'd like to invite all Klaus users to the Product Update Webinar which will take place on 28 October, 4 PM UTC. 

From Klaus' team, @Chris Jewitt, @Valentina Thörner, and @Martin Kõiva will purr-sent our new Professional plan features including:

• Review Assignments
• Conversation Insights View
• Sentiment Analysis
• Complexity Filter
• Root Causes
• Pins for Coaching
• Quizzes

They will also show you how you can take advantage of Klaus' free Professional plan trial until the end of the year.

Register here and see you!

The recently published guide offers loads of insights on how to get the most out of support tools and how to combine them for maximum effect. 

Or how @Chris Jewitt put it: 

"You should try to keep things as simple as possible and not have your #customersupport team logging into 15 different platforms every day and feeling #overwhelmed."

He and various other #custserv practitioners contributed to this guide, and it definitely carries some community voice. 

Here's the link to the guide: "The Ultimate Modern Support Tech Stack"

The customer data focused webinar will take place already this Thursday and I'll have a chance to moderate this and talk to Assembled's Head of Sales and Success Jen, Prodsight's CEO and Founder Tadas, and Klaus' Empress of Product Valentina.

If you were me, what would you ask from them? I'm taking both recommendations as well as inviting you to attend and share it with the panellists.

In any case, I'd like to see you all there (here's the registration link just in case).

See you! 

Klaus joins forces with Assembled and Prodsight on how to analyze customer data to purr-vide insights on root causes and future needs.

We will have three experts joining us to discuss this matter. On September 16, 10AM PDT / 7PM CEST we'll take a deep-dive to this topic together with:
✨ Jen Ong Vaughan, Head of Sales & Customer Success at Assembled,
✨ Valentina Thörner, Empress of Product at Klaus,
✨ Tadas Labudis, Founder and CEO of Prodsight.

There will be plenty of room for Q&A, so prepare your questions and see you! 🐾

Register here