Creating a variety of actionable reports
Posted: Sun Feb 16, 2025 4:11 am
When they were in the process of searching for a new QA platform, Pipedrive was looking for a solution that gave them the ability to customize things based on their very specific needs.
This included being able to quickly change weights in their scorecards and creating custom reports for different stakeholders.
And with the flexible nature of Klaus’ robot cats, they’ve been able to do just that. Besides being able to quickly spot knowledge gaps, identify recurring issues, and uncover training needs, they’re able to create a variety of reports based on the specific purpose.
So irrespective of whether it’s to brazil phone number list present big picture overviews or a deep dive into details, Klaus’ KPI dashboard ensures it’s an effortless process. This includes creating weekly actionable reports for team managers and monthly for product, training, processes, etc.
Weekly reports are easier to build, we can manage different rubrics more easily. For example, Bad CSAT grading, Grade the Graders, Calibrations, even grading conversations for specific projects to measure the success.
The proof is in the numbers
When your key customer service metrics are all sitting at a commendable level, it may seem difficult to make massive improvements on support quality.
But Pipedrive’s numbers (an increase of 1% in CSAT and 5% in IQS, respectively) are testament that with a robust support QA program and the right software, there’s always potential to push the bar even higher. And deliver your customers even better experiences.
Klaus is a great tool to upscale your operations, especially if you are new to QA you’ll have a lot of great features and content to help you start. Also, it’s important to mention the awesome customer-facing team.
This included being able to quickly change weights in their scorecards and creating custom reports for different stakeholders.
And with the flexible nature of Klaus’ robot cats, they’ve been able to do just that. Besides being able to quickly spot knowledge gaps, identify recurring issues, and uncover training needs, they’re able to create a variety of reports based on the specific purpose.
So irrespective of whether it’s to brazil phone number list present big picture overviews or a deep dive into details, Klaus’ KPI dashboard ensures it’s an effortless process. This includes creating weekly actionable reports for team managers and monthly for product, training, processes, etc.
Weekly reports are easier to build, we can manage different rubrics more easily. For example, Bad CSAT grading, Grade the Graders, Calibrations, even grading conversations for specific projects to measure the success.
The proof is in the numbers
When your key customer service metrics are all sitting at a commendable level, it may seem difficult to make massive improvements on support quality.
But Pipedrive’s numbers (an increase of 1% in CSAT and 5% in IQS, respectively) are testament that with a robust support QA program and the right software, there’s always potential to push the bar even higher. And deliver your customers even better experiences.
Klaus is a great tool to upscale your operations, especially if you are new to QA you’ll have a lot of great features and content to help you start. Also, it’s important to mention the awesome customer-facing team.