Klark's blog

Caroline, Customer Service Manager at Octopia, explains how Klark has saved 1 minute per ticket and improved the quality of support across several international marketplaces.

Discover First Response Time: definition, calculation, benchmarks by channel, and tips for reducing this essential customer service KPI.

Discover chatbots: definition, types (rules, NLP, generative AI), use cases for customer service, KPIs to track, and best practices for success.

Discover the CES (Customer Effort Score): definition, calculation formula, interpretation, differences with CSAT and NPS. Complete guide to measuring and reducing customer effort.

Discover omnichannel: definition, difference from multichannel, advantages, and practical guide to offering a consistent customer experience across all channels.

Discover how to automate your customer support without losing service quality. This guide shows you what to automate and what to leave to the human touch, the key steps to success, and the pitfalls to avoid.