Last updated 29 May, 2022.
Martin Kõiva is the Co-Founder and CEO of Klaus, a customer service quality management platform used by the world’s top hypergrowth companies.
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What is it all about?
This episode is all about customer support, and Klaus CEO and Co-Founder Martin Kõiva's experience in learning how to deliver great customer experience at scale. 🤩
At his former position as Global Head of Customer Support at Pipedrive, Martin felt the struggles of growing a customer support function (think 7 to 70 support agents) while trying to keep up the quality of conversations.
And so the idea for Klaus was born: a tool that helps companies ensure the quality of their customer support conversations, no matter how fast they’re growing.
They also have the best cat-themed brand marketing, but that’s a whole other story. 🐱
As well as touching on how Martin’s team at Klaus approach customer support, you’ll hear about:
- The three elements you need for quality customer support
- What SaaS companies need to build and scale their support function
- What ‘optimizing customer support’ actually means
- How to make customer support a competitive differentiator
Enjoy the episode!
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Founder Brand: Turn Your Story Into Your Competitive Advantage by Dave Gerhardt >> https://www.goodreads.com/en/book/show/60227444-founder-brand
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