Klark's blog

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

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

Learn about SLAs (Service Level Agreements): definition, common types of SLAs, how to define and measure them, and best practices for complying with them.

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