Klaus is a platform designed for improving the quality of customer support interactions from reviewing and scoring tickets to offering agent coaching and performance tracking.
But if you’re looking for a better solution to help you keep your agents engaged and provide advanced AI features for your QA ops, it’s time you consider a Klaus alternative.
Klaus alternatives comparison
Best Klaus alternatives for different team needs
1. Kaizo
Kaizo is an AI-driven customer support operations tool designed to make QA a breeze for large support teams. With Kaizo, you can quickly and easily rate each agent’s tickets, assign ratings to each agent, and track agent performance over time.
Kaizo’s automated QA process ensures that all tickets are rated fairly and accurately so that you always have enough time to review and rate each one.
Samurai, all things AI within the tool, gives you a perfect recap of all your tickets so you can analyze and score each of them in less than a minute.
Additionally, Kaizo’s QA reports help you identify trends in agent performance, allowing you to quickly pinpoint areas of improvement and offer effective coaching. Besides native performance coaching and automated QA, Kaizo’s workforce engagement tool relies on gamification to help you keep agent engagement and motivation at peak levels.
Kaizo’s Missions rely on a distinctive gamification approach that lets you guide your team, ensuring exceptional service during peak periods and efficient handling of backlogs. Within this system, every agent is represented by a ninja avatar, which reaches goals and receives rewards for their achievements related to speed, quality, and productivity.
Best for: Large teams that need to speed up QA and improve agent engagement and productivity using AI technology.
Kaizo pros:
- Easy to set up and use for the whole team
- Extensive AI-based features to help with QA, automated ticket analysis, and workforce engagement (Samurai)
- Advanced performance coaching and reporting capabilities (Samurai)
- Easily integrates with Zendesk and Salesforce
- Fun to use thanks to its game engine technology
- Real-time call transcription and AI conversation summaries (Samurai)
Kaizo cons:
- No mobile app available
- Exclusive for Zendesk and Salesforce users
Maximize your efforts and keep your workforce happy with a free Kaizo demo:
2. Playvox
Playvox is a customer support platform that provides a range of features such as call center analytics, customer satisfaction surveys, employee performance tracking, customer feedback management, and more.
Playvox helps customer support teams identify the root causes of customer issues and measure customer satisfaction. It also provides automated workflows and data-driven insights to help teams make better decisions.
Best for: Support teams that need strong capacity planning capabilities.
Playvox pros:
- Strong workforce management and coaching capabilities
- AI-based capacity planner
- Customizable API for using Playvox with diverse third-party tools
Playvox cons:
- All features are housed under separate modules so you have to pay separately for each of them
- Limited auto-scoring features that strictly focus on analyzing customer sentiment
3. MaestroQA
MaestroQA is a customer service platform that uses natural language processing and machine learning to detect customer intent and automatically generate answers to customer questions.
It also offers detailed analytics that provide insights that help customer support teams identify and address issues before they become bigger problems.
Best for: Support teams that need screen capturing and transcription capabilities.
MaestroQA pros:
- Screen capturing and transcription features
- Workflow calibration capability
- Diverse third-party integrations to choose from
MaestroQA cons:
- No mobile app available
- No AI-based auto-scoring
- No free trial to let you test the app beforehand
4. Balto
Balto is a Klaus alternative that helps customer support teams interact with their customers in a more efficient and personalized way. It automates customer service tasks such as answering common questions, providing solutions to customer inquiries, and routing complex inquiries to the right agents. It also provides customer service teams with insights into customer satisfaction and customer service performance.
Best for: Support teams looking to provide their agents with real-time guidance during calls.
Balto pros:
- Real-time agent coaching and deficit recognition
- Easy to use and set up
- Real-time notetaker and automated call summarization
Balto cons:
- No free trial
- Lacks dedicated workforce engagement capabilities
- Pricing isn’t publicly displayed
5. Tymeshift
Tymeshift (recently acquired by Zendesk) is a workforce management platform that provides customer support teams with the tools and insights they need to optimize their performance and maximize their team’s efficiency. This Klaus alternative allows teams to measure customer service performance, analyze customer feedback, and create schedules and forecasts that help ensure that customer service teams are operating at their highest level.
Best for: Support teams that need staffing forecasting and automatic scheduling.
Tymeshift pros:
- Free plan available
- Automatic scheduling capabilities with time-off management and shift trades
- Localization add-on
Tymeshift cons:
- No integrations or API availability (besides Zendesk and Google Calendar)
- Custom onboarding or dedicated customer success managers come at an extra cost
6. Scorebuddy
Scorebuddy is a Klaus software alternative that lets customer service teams track and measure customer service performance. It helps support teams identify areas of improvement, set individual or team goals, and track results over time.
It also provides comprehensive reporting capabilities as part of their Business Intelligence add-on for more comprehensive reports that can help teams make data-informed decisions.
Best for: Customer support teams that need Business Intelligence capabilities for decision making.
Scorebuddy pros:
- Diverse modules to choose from for coaching, calibration, and compliance
- Lots of third-party integrations to connect Scorebdduy with tools you’re already using
- Large survey (e.g. NPS, CSAT) availability
Scorebuddy cons:
- No gamification
- No workforce engagement
- Pricing only available upon request
So, which Klaus alternative is right for you?
Start by making a list of the key requirements you have from your next support QA tool. You’ll want the next tool you test to provide all of these so you won’t have to switch again in the future because you’re missing one core use case.
For instance, Kaizo helps you run complex AutoQA and performance coaching processes while also giving you access to features Klaus is missing like gamification or workforce engagement.
Curious to know even more about Kaizo and its latest Samurai AI extension? Try them for free or book a demo to see it in action on your own workflows.
