Klark's blog

Customer management is a strategic lever for building loyalty and developing your portfolio. Discover the pillars, tools, and best practices for optimizing it.

Discover escalation support: definition, types (functional, hierarchical, external), processes, and best practices for effectively transferring complex requests.

Discover the help desk: definition, essential features, differences from the service desk, and a guide to choosing the right solution for your needs.

Discover sentiment analysis: definition, methods (lexicon, ML, deep learning), applications for customer service, and best practices for implementation.

Discover FCR (First Contact Resolution): definition, calculation formula, benchmarks by channel, and practical tips to improve your first contact resolution rate.

Octopia shares its experience with Klark: AI integrated in 2 minutes, adopted within 24 hours, improving agent productivity and response quality, without complicating processes.