Conversation Review Startup Klaus Receives Almost $2M in Seed Funding

dir="ltr">It’s virtually impossible to improve customer service without consistent feedback—that’s the philosophy that Kair Käsper and Martin Kõiva have brought to Klaus, an Estonian “conversation review” startup that has just disclosed $1.9 million in seed funding from Swedish VC firm Creandum. High school friends and fellow entrepreneurs, Käsper and Kõiva teamed up to create a software that would make it easier for customer service agents to receive feedback on the quality of conversations they have with customers in order to improve these interactions. 

“No bad conversations between companies and their customers is what we’re shooting for. The problem is that maintaining an even, high level of customer service quality is hard,” Käsper told Techcrunch. “It becomes even harder if you have over 20,000 monthly conversations with customers and your support team is 100 people in three offices.”

Making feedback scalable is tough, especially at big organizations, but Klaus’s user interface is built for it. 

The software has various features that allow your managers and employees to provide and evaluate actual feedback instead of managing a spreadsheet. Features include, for example, the ability to easily filter out conversations for review, rate them based on a customized score card, and notify agents of received feedback through email or Slack. The technology also integrates with modern SaaS help desk solutions, such as Zendesk and Intercom. 

Overall, it makes evaluating performance and delivering feedback easier for managers. “As the head of customer support, you want everyone on your team to provide answers that meet with internal standards, regardless of how long they’ve been with the company or how seriously they take their job. You get very anxious in this situation, because you have no idea about what’s going on in those thousands of conversations. For you, no visibility means no control,” Käsper explained. With Klaus, however, that problem will be a thing of the past, its founders insist.

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