The conversation review tool designed to help modern support teams measure and maintain the quality and consistency of their customer conversations is called Klaus. Chris Jewitt, a Customer Success Manager at Klaus, notes that the key to building a strong support experience that can scale is to consistently measure the quality of customer conversations in order to know what’s working – and where there’s room to adapt and improve. This approach reframes customer support as an ongoing conversation between customers and support teams, moving through a funnel of proactive support, self-service support, and human support. To set customers up for success, proactive support can serve as a first line of defense by offering support before it’s needed or answering frequently asked questions. The team at Klaus uses Intercom to power their customer support, enabling them to send targeted messages to customers when they’re experiencing temporary issues, and fostering a culture of being quick to respond to their customers – even if they can’t provide a solution right away. This emphasis on being quick to respond is crucial in Klaus’ set of values for customer support, which focus on the customer above all else. The company recognizes that there is no one-size-fits-all approach to customer support and instead emphasizes the importance of keeping a pulse on customer needs, pain points, and desired outcomes, with members from different teams jumping into conversations in the Intercom Inbox to speak with customers. Customer-driven support is also championed by Klaus, with relevant articles served up to customers through Custom Bots, directing them to the knowledge base where they can find answers. Ultimately, Klaus aims to strike a balance between technology and a personal touch, using a combination of tools to keep things as simple as possible for their support team while still providing a robust solution for customer support.