As the second largest privately owned media company in Denmark, Jysk Fynske Medier answers and handles many different types of calls every day. Even though there are multiple different questions and answers during a workday, there is one thing that is consistent in the Jysk Fynske Medier’s customer center: empathetic and positive language towards the customers.
“It is important that we deliver good service in all calls – not just the ones where customers are dissatisfied or where the problems are particularly difficult to solve. Because to us, good service is way more than just solving problems quickly,” she says.
Jysk Fynske Medier has used Capturi’s conversation analysis technology to improve conversation quality, free up valuable time, and solve business-critical problems. Helle Olesen says: “We use Capturi to improve our conversations. And one thing we quickly found out was that empathy is super important when it comes to improving customer satisfaction”.
If companies do not have the ability to use assistive technologies to gain insights about their business, she has some advice: “Standardize conversations so that all customers experience the same high-level service. The best way to do this is to focus on your language use and service,” she says, concluding, “Our experience is that this type of standardization requires an active focus on changing employee habits, and it pays off, as employees quickly experience a difference in customer mood and cooperation when they express understanding towards them."