Estonian SaaS startup Klaus raises $5.4 million to help increase the quality of customer support

Estonian-founded SaaS startup Klaus has secured $5.4 million in funding to boost the development of its platform, which helps large support teams improve conversations with customers by speeding up and simplifying the internal feedback process.

The financing round was led by Global Founders Capital. Klaus is also backed by Creandum, Icebreaker and the founders of Estonian CRM scale-up Pipedrive, among other entrepreneurs/angel investors.

Since its launch in 2019, the ‘remote-first’ company says it has signed up the likes of Automattic, Epic Games, Wolt, Voi and SoundCloud as customers.

Its raison d’être is its premise that AI and chatbots will eventually take over many of the mundane, transactional customer service interactions, but that human-to-human conversations will remain and even increase in importance.

“There is a universe of relationship-driven conversations, which neither side wants automated and we are precisely focused on improving the quality of those,” say co-founders Kair Käsper and Martin Kõiva.

“Feedback is easy if you have five people on the support team, but incredibly time-consuming and complicated if you need to give feedback to 1,500 agents on a weekly basis,” adds Kõiva, who experienced the problem first-hand running a large support team at Pipedrive.

Klaus connects via an API with 17 software suites such as Intercom, Zendesk, and Salesforce Service Cloud, providing dozens of specialised features for giving internal feedback at scale to hundreds or thousands of service agents.

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