Whether you run an in-house customer service team or an outsourcing call center serving several clients, the challenge is the same: calls and messages from many channels, customers who want a fast answer, and managers who want to know what is really happening. A traditional phone system knows nothing about WhatsApp, the ticketing tool knows nothing about calls, and the supervisor jumps between screens.
Klamna brings calls, chats, tickets and quality into one system.
How Klamna serves a customer service center
A cloud call center
Numbers, IVR menus, working-hours rules and queues with different ring strategies, with position announcements, callback and overflow at busy times, the option to hide the caller's number from agents, and a WhatsApp message after a queue call. Agents answer from the browser, the mobile app or the Windows/Mac app. Connect your existing lines over a SIP trunk or ask our sales team about the numbers available. See the call center.
Every channel in one inbox
WhatsApp (official or by QR), Facebook Messenger, Instagram, Telegram, website chat and e-mail in one shared inbox, with assignment to teams, labels, canned replies, internal notes, SLA timers and chatbot menus.
Tickets and escalation
Complaints and requests become tickets in the CRM with response-time policies, business hours and escalation steps, each linked to the customer's record with all their calls and chats.
Monitoring and quality
A live wallboard, listen, whisper and barge, wrap-up codes, a satisfaction survey after calls and chats, quality scorecards with agent acknowledgement or dispute, and automatic AI scoring.
Team and attendance
Team chat for teams and announcements, shifts and breaks that pause queues automatically, and logins.
AI agent and assistance
With the AI add-on, an AI agent answers repeated questions only from the knowledge base and hands over to an agent when needed.
What the customer service template sets up
Technical support, billing and sales teams with a call queue, labels such as Urgent, Complaint and Escalated, wrap-up codes, canned replies, an SLA policy and a satisfaction survey, starter knowledge-base articles and FAQs, an AI agent, and a draft campaign to call back missed queue calls.
An illustrative day in the call center
At 9 am agents start their shift from the browser. At peak hour the queues fill and some callers choose a callback instead of waiting. WhatsApp and e-mail messages are spread across the teams, and the AI agent answers questions about opening hours. The supervisor sees on the wallboard that the billing queue is behind and moves agents to it. At the end of the day a dialer campaign calls back missed calls, and the manager reviews escalated tickets and satisfaction scores.
Faster, clearer customer service. Start with the free trial.