Customer service is the face of your company. In Saudi Arabia and the Gulf customers reach you everywhere: they call, send a WhatsApp, write on Instagram and open a chat on your website, and they expect you to know them every time. The reality in many companies is scattered systems, customers repeating their story to each agent, missed calls never returned, complaints lost between departments, and supervisors who only learn what happened from monthly reports.
Klamna brings the call centre, messaging channels, CRM and quality management together in one system, in Arabic and English.
How Klamna runs your service centre
A complete cloud call centre
Numbers, IVR menus and working-hours rules, queues with different ring strategies, position announcements, overflow and callback. Agents answer from a desk phone, the browser, the mobile app or the desktop app, with call recording, hold, and blind or attended transfer.
One inbox for every channel
WhatsApp, Messenger, Instagram, Telegram and website chat in one shared inbox, with team assignment, labels, internal notes, canned replies, SLA timers and chatbot menus for first-line triage.
Tickets with SLA and escalation
Anything that needs follow-up becomes a ticket with response and resolution targets, business hours, SLA pause, escalation steps and notifications, so no complaint is forgotten.
One customer record
Every call, chat and ticket is linked to the customer automatically by phone number, so agents see the full history before they answer.
Supervision and quality
A live wallboard, listen, whisper and barge for supervisors, wrap-up codes, a satisfaction survey after calls and chats, and QA scorecards. With the AI add-on, calls are transcribed, summarised and analysed, and Quality AI fills scorecards with evidence quotes from the call.
An AI agent to take the load
An AI agent answers WhatsApp and calls only from your knowledge base, opens tickets, hands over to the right team, and politely declines off-topic questions.
What the customer service template sets up
Choose "Customer service centre" and within minutes Klamna creates:
- Three teams, Technical support, Billing and Sales, and a customer service queue.
- Labels: Urgent, Complaint, Follow-up, Escalated.
- Wrap-up codes: solved, transferred, needs follow-up, general enquiry.
- Canned replies for welcome, opening hours, ticket opened and thanks.
- A standard support SLA policy and a satisfaction survey.
- Starter knowledge-base articles and FAQs.
- An AI customer service agent called "Sara".
- A draft campaign to call back missed queue calls, plus WhatsApp templates for request received and request solved.
A typical day (illustrative)
As the shift starts, the callback campaign begins returning yesterday's missed calls. A customer calls about an invoice and the IVR sends him to Billing; another sends a WhatsApp, the AI agent answers and opens a ticket for Technical support. The supervisor sees waiting times rising on the wallboard, moves agents across, listens to a difficult call and whispers advice. By the end of the day ratings and quality reports are ready.
Build a connected customer experience from the first contact. Explore the call centre and the omnichannel inbox.