Klaus + Aircall: Streamlining Internal Review of Phone Calls

Revamping the customer support QA process

An international team powered by cat puns and a remote-friendly culture, Klaus is a favourite in the Estonian tech startup scene. Backed by Swedish VC Creandum (who also invest in Spotify, Klarna, Bolt, and Vivino), their $1.9 million seed round enabled Klaus to launch their customer service quality assurance and conversation review tool.

The tool has streamlined the traditional QA process for customer support conversations. Klaus has proven essential for companies aiming to improve customer service quality across agents and support channels, including Soundcloud, PandaDoc, Wistia, and more. Now, with their integration with Aircall, Klaus can help businesses assess the quality of their phone support.

Adding QA to Phone Calls Through Aircall

As an intuitive, cloud-based phone solution, Aircall is committed to providing seamless integrations with other essential business software. This results in a more satisfying customer experience.

"Aircall is one of the best solutions available for new-generation companies that want to provide phone support of the highest quality. We wanted Klaus to be easily accessible for these companies.” - Lílian Ertel, Head of Partnerships, Klaus

Klaus chose to partner with Aircall as the first Quality Assurance integration on Aircall’s marketplace. The Klaus integration enables Aircall users to effortlessly add QA to their call centre workflow.

Thanks to a shared customer-centric approach, the Klaus integration was a priority for both teams. In just one week, Klaus’ engineers – with guidance from Aircall’s App Ecosystem team – were able to launch the integration for Aircall customers.

How the Integration Works

Using the Aircall API, this integration automatically imports call recordings from Aircall, along with related data (agent, date, time, etc.), into the Klaus QA platform. Call recordings are centralised alongside tickets and other customer communications, where reviewers can assess them. Once reviews are complete, Klaus sends notifications to agents about new feedback and calculates Internal Quality Scores for conversations.

Reducing time spent on support QA while increasing customer satisfaction

With Klaus, teams cut the time usually spent on QA activities by 70%. Tasks like downloading and uploading call recordings to a spreadsheet, and copy-pasting feedback from a spreadsheet into individual emails are completely removed. Regular internal conversation reviews have been shown to improve customer satisfaction (CSAT) by 13%.

"The integration has been extremely easy to use. Being able to listen to the call in Klaus and also download the audio files is brilliant for training!" – Tom Frew, Director of Product, Echo

Delivering a positive customer experience has become one of the most important drivers of business growth. With the Aircall-Klaus integration, Aircall customers will be able to streamline the call QA process and ensure every representative receives the feedback they need to provide the best customer support possible.

Learn how to install and configure the Klaus integration in the Aircall dashboard.