Kair Käsper and Martin Kõiva are co-founders of the Klaus app - a conversation review and QA platform for support teams used by globally known names such as Wolt, SoundCloud, Epic Games. They have known each other for more than 20 years, have run several business ventures together as well as both have the ex-Pipedrive tag on their resumes.In our first-ever 2-on-2 episode we discuss the challenges startups face in customer service quality assurance, cover best/worst practices as well as talk about the overall value of investments into customer support. We also talk about creating a business from scratch, raising seed funding, and the “Pipedrive effect”The topics covered in this episode with Timestamps[02:00] - INTRO AND THE ORIGINS OF KLAUSDoing business together for 20 yearsThe idea of Klaus coming out from Pipedrive customer service experienceMain challenges if customer service that started the company[07:00] - ON CUSTOMER SERVICE BEST/WORST PRACTICES & MAIN CHALLENGESHow to measure the quality of customer support communicationWhat should companies pay attention to in CS QAThe benefits of doing CS QA at all“No bad conversations”Mistakes companies make in CSBest quality agents are counterintuitively also the fastestTypes of QA processes companies employPeer review as a common form of QA[17:40] - FIND OUT WHAT BOTH THE PORN INDUSTRY AND CHURCHES HAVE IN COMMONHint - they care about their customer experience[20:20] - 40% OF CONTACTS COME FROM TRIAL CUSTOMERSCS as part of sales to trial customersLooking at CS as a revenue vs. cost centerCustomers don’t care about your org chart, all interactions matter[25:30] - ON BUILDING A STARTUP & STILL WORKING IN PARALLELIs it possible to build a product/business on the side?Finding a balance for product readiness and live customersScrappy beginnings and getting first paying customerSwitching from side project to main business[29:35] - STORY ON ‘ACCIDENTALLY’ GIVING DISCOUNT TO THE FIRST CUSTOMER[31:15] - ON RAISING SEED INVESTMENT & GOOD / BAD THINGS ABOUT VCsRaising while not working full timeFinding a champion-investorBad encounters with top tier VCs[37:45] – ON THE PIPEDRIVE EFFECTEffect of Pipedrive experience on fundraisingSchool of company buildingPipedrive founder support for employee startupsConcrete lessons from the Pipedrive experienceGet good people on board even if not hiringHire slowly and test for values {43:05] - ON BEING A REMOTE-FIRST COMPANY ‘BEFORE IT WAS COOL’Main motivation to hire globallyTeam diversityTo reach out to Kair and Martin use:Linkedin Kair: https://www.linkedin.com/in/kair/ Linkedin Martin: https://www.linkedin.com/in/martinkoiva/ Website: https://www.klausapp.com/ Find out more on https://www.pursuitofscrappiness.co/ Support for this episode comes from Nexpay > https://paynexpay.com/===See the video content exclusively on Linkedin > https://www.linkedin.com/company/pursuit-of-scrappiness/ Questions/suggestions? Join our Telegram group > https://t.me/pursuitofscrappiness Support the show

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related