Triin Ilves

16,165

community and events at klaus

Hi Rushana, have you checked out this course34? It's a great way to get started in quality.

Calibration sessions with your team. This ensures you and the team that the evaluation is based on same/similar baselines.

Here's a guide in Klaus' blog 312+ pinging @Valentina Thörner45 here, she has loads of experience on hosting and participating in... (More)

Gotta go with Slack. Sounds like a cliché but before joining Klaus, I didn't realise how powerful this tool could be if used properly (it does require some customisation, but still). For remote-first teams, it's both a communication tool, history... (More)

Tagging some of our all-star community members here to pitch in: @Lilith Antunovic75 @Becky O73 @Corinne Flanagan89 @Luna Searles69 how quick is the process in your companies?

Hey, Luna! We recently changed our internal scorecard that we use in Klaus, too. Perhaps @Valentina Thörner62 can help you have a look at yours. Or perhaps @Sarah Ellenberg60, as she runs the global customer team at Partnerhero �... (More)

Our content team inspected some ecommerce companies known for great customer service but I'm keen to know your stories and examples 🧐

👉 For inspiration, read the article: How Customer Service Can Take Your E-commerce Business to The Next Level121

I know that Echo, Mixtiles, and Typeform are using Pins as a feature.

@Becky O97, @Ola Weintraub93, @Matthew McGregor-Morales92 perhaps you can help out. With or without using the feature, how do you utilise put Klaus into use... (More)

Hi @Kateryna Babe80 - this infographic299 includes some metrics that you can look into, i.e. first contact resolution rate vs escalation rate, etc.

Also, perhaps @Corinne Flanagan102, @Kristin Reynolds77 or any of our senior CS people have good examples... (More)

Hi Ebunoluwa!
In many of Klaus' articles (for what we also ask input from our clients and partners), two things are mentioned most often:
1. Review all conversations for new agents (i.e. PandaDoc does this62)
2. Let new agents... (More)