San Francisco, USA-based software-as-a-service products related to customer support, sales, and other customer communications provider, Zendesk completed the acquisition of Tallinn, Estonia-based provider of an AI-powered quality management platform, Klaus. The company announced the completion of the deal on February 12, 2024. However, it did not disclose the amount of the deal.

Purpose of the acquisition by Zendesk

 Klaus is the latest addition for Zendesk to the company’s existing WEM solutions. Its previous acquisition includes Tymeshift, a modern workforce management tool built exclusively for Zendesk.

What the company’s official has to add 

Adrian McDermott, chief technology officer, Zendesk, said, “Workforce engagement management is key to not only meeting, but exceeding customer expectations. A traditional satisfaction score won’t tell you everything you need to know. It won’t tell you where there are gaps in your service or where there are opportunities for coaching and additional training for your support teams. With Klaus, as part of our WEM portfolio, we have new features such as AI-powered AutoQA. We can give businesses everything they need to automatically and accurately assess the performance of their support teams to deliver consistent, high-quality service across every channel and through both human and digital agents.”

What the Klaus official has to comment

Kair Käsper, co-founder of Klaus, further added, “As AI drives up the speed and frequency of customer engagement, only AI-powered QA can help companies keep up with rising customer expectations. While most QA software can only score up to 5 per cent of CX interactions, Klaus automates QA across 100 per cent of customer support interactions. It uses AI to identify patterns, predict issues and suggest solutions, making it a vital tool that improves service quality, enriches the customer experience, and ultimately enhances the reputation and success of the organization.”

What do the other experts have to comment

Sophie Elgar, training and quality manager at Liberty London, further added, “We’ve been working with Zendesk for over eight years and Klaus for almost two years, so this acquisition is an exciting step towards creating an evermore streamlined process for our internal quality assessment. As a luxury brand, we aim to provide exceptional service, and our partnership with Zendesk helps us achieve that.”

Daniel Newman, CEO of The Futurum Group, said, “Zendesk with Klaus demonstrates a unique ability to automatically provide quality assurance at all times. Used this way, companies can identify not only the areas where CX teams should improve, but also areas where a business is lacking structured processes. This brings huge opportunities to customers of all sizes.”

About the company 

Alexander Aghassipour, Mikkel Asger Svane, & Morten Primdahl launched the company in 2007. Zendesk offers businesses a platform for customer experience software so they may develop deep, meaningful connections with their clients. The business was established in Copenhagen, Denmark, and it now has operations in over 20 nations.

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Jasleen Bhatia works as a content writer for VCBay News. She is pursuing her final semester in Bachelor of Business Administration from IIPS, DAVV. Driven by her keen interest in entrepreneurship and finance, she writes business-related articles.


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