This process exists in most large support teams and outsourcing providers. So it’s a bit like measuring customer satisfaction, but it’s your team that gives the feedback to agents. It connects to your helpdesk software (like Zendesk, Intercom, Freshdesk, or any of the 14 other integrations) and enables you to start giving systematic internal feedback to your service agents. Kair Käsper and Martin Kõiva: Klaus is a SaaS platform for large customer support teams that want to improve the quality of conversations systematically. What is your current main product, and can you share any previous product pivot story to the current product? That problem was managing customer service quality if you are growing fast and using a modern SaaS help desk software. In this case, we worked at Pipedrive where Martin came across a particular problem that Klaus now solves. Kair Käsper and Martin Kõiva: Since high school, we have both wanted to start businesses and have done so – from selling beer and t-shirts to building our previous SaaS as a side project (applicant tracking system Jobkitten, which is still live). Please tell me about your personal background and What motivated you to get started with your company? Read on to know more about Kair Käsper and Martin Kõiva and his journey. Being serious 100% of the time a bit boring, and being boring doesn’t benefit you or anybody else.Keep in mind that there will always be more things that you do not know than what you do know.If you create value for others, happiness will follow but not the other way around, and only focusing on happiness may not even yield that Delivering value to others is a better goal than trying to be happy.Whatever your starting point, the situation around a new startup will change many times over, and if you do not possess that domain/industry expertise, your journey is not likely to last very long. That would also be the advice – become an expert in something before venturing out on your own because having that deep expertise will help you get through uncertain times. Our formula has been to gain deep insight into an area and then apply ourselves as entrepreneurs in that area. In an exclusive interview with AsiaTechDaily, Kair and Martin says: Used by companies like Pandadoc, Changebee, Soundcloud, WordPress, Doodle and Wistia. Klaus measurably improves customer service quality by making internal feedback easy and systematic. Klaus is a conversation review (QA) tool for customer support teams that makes giving internal feedback systematic. His role prior to co-founding Klaus was scaling their customer service function at Pipedrive as Global Head of Customer Support. Martin Kõiva has had a mixed background in PR, marketing, general management, and customer service. Prior to that, he co-founded and sold a leading digital agency in Estonia. Kair Käsper has spent his career in marketing, most recently building and running Product Marketing at the SaaS company Pipedrive.
0 Comments
Leave a Reply. |