Zendesk Acquires Tallinn-based Klaus. With Klaus’ tech serving as QA, the move further solidifies Zendesk’s commitment to offering a workforce engagement management (WEM) solution powered by AI.
Zendesk CTO Adrian McDermott said, “As AI drives up the speed and frequency of customer engagement, only AI-powered quality assurance (QA) can keep up as companies work to identify and fix gaps in their customer service operations, The combination of Zendesk AI and Klaus’ capabilities will help businesses navigate greater complexity and volume and ensure both digital and human agents deliver highly personal and empathetic service.”
Klaus is an AI-powered review automation tool that was founded in 2018 that gives organisations the ability to assess the coverage and quality of customer interactions.
A strong proposition, to be sure, six years ago, but as more and more customer service queries are handled by chatbots instead of humans, the necessity for quality control benchmarks like Klaus becomes more and more evident.
Klaus claims that the company’s AI offering ranks every customer support conversation, whereas its competitors can only score one to two percent of exchanges and are trend blind.
Klaus may push escalations and/or follow-ups from both digital agents and human agents, including those of outsourced teams, and can focus on interactions with either positive or negative tones, identify outliers, and indicate churn risk.
Klaus CEO and founder Martin Kõiva said, “Zendesk and Klaus share a vision of AI-led, personalized CX with businesses fully anticipating and acting on their customers’ needs, QA software plays a critical role in this, ensuring consistency, assessing both human and digital agent performance, and providing actionable insights for strategic planning. As part of Zendesk, we will continue to build and deliver these crucial capabilities, but now at an even greater scale.”
With just under $20 million raised since the middle of 2018, the purchase of Klaus represents a profitable exit for investors Creandum, Acton Capital, Icebreaker.vc, and Global Founders Capital.
Increase sales by providing outstanding customer service. To find and close customer service gaps, use AI. QA should be automated across teams, agents, BPOs, and nations. Along the process, cultivate lifelong clients.
In 2007, Zendesk ignited a revolution in customer experience by facilitating online customer care for businesses globally. These days, Zendesk supports billions of conversations and stands for excellent customer service everywhere. It does this by facilitating communication between over 100,000 brands and hundreds of millions of customers via phone, chat, email, messaging, social media, communities, review sites, and help centres.