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  "sourcesContent": ["import{jsx as e,jsxs as t}from\"react/jsx-runtime\";import{Link as n}from\"framer\";import{motion as i}from\"framer-motion\";import*as a from\"react\";export const richText=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"With many calls yearly, it is important that Allente solve customer inquiries during the first call. This not only means that they should be able to access the right knowledge, but also to communicate it to customers the right way. By focusing on communication, Allente managed to increase customer satisfaction and decrease the number of repeat calls.\"})});export const richText1=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"About Allente\"}),/*#__PURE__*/e(\"p\",{children:\"Allente is a Nordic TV distributor that provides TV, internet, and streaming services to more than 1.2 million customers in Norway, Denmark, and Sweden.\"}),/*#__PURE__*/e(\"p\",{children:\"With a large customer center, it is crucial that they have the tools to provide clear and complete responses. In addition, it is essential that their customers receive the necessary assistance during the first call, as it minimizes the need to call customer service once again.\"})]});export const richText2=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"It is a general trend that customers are willing to check self-service or FAQ pages before reaching out to customer service. When you create such pages in an effective way, they can save customers valuable time and the hassle of having to call within specific opening hours. At the same time, it also reduces unnecessary calls to customer service.\"}),/*#__PURE__*/e(\"p\",{children:\"So, when customers do call a contact center, they expect their issue to be resolved quickly, without feeling that the agent is in a rush. This is particularly important, since studies show that it can have a negative effect if the agent is too busy to ensure that the customer's issue is resolved before ending the call.\"}),/*#__PURE__*/e(\"p\",{children:\"On average, Scandinavian contact centers could potentially increase customer satisfaction by about 10% by proactively confirming that the customer's issue has been resolved and asking if there are any other issues they can assist with.\"})]});export const richText3=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"Allente's approach to customer service\"}),/*#__PURE__*/e(\"p\",{children:\"It is crucial for Allente to deliver high-quality customer experiences, no matter which agent answers the phone.\"}),/*#__PURE__*/e(\"p\",{children:\"That is why it is important that all agents understand what works, especially since customer expectations for service continue to rise.\"}),/*#__PURE__*/e(\"p\",{children:\"To them, it is not enough to have a general sense of how a conversation went, why some employees achieve high customer satisfaction rates, or why some customers call multiple times about the same issue. \"}),/*#__PURE__*/e(\"p\",{children:\"They also want data that provides concrete answers.\"}),/*#__PURE__*/e(\"p\",{children:\"So, to ensure a data-driven overview, Allente has invested in Conversational AI, which provides them with a clear picture of what customers are calling about and insights into effective initiatives.\"}),/*#__PURE__*/e(\"p\",{children:\"In this customer case, we explore how the customer service team has used these insights to gain concrete knowledge about what works and applied this in their coaching.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"How Allente used AI to increase customer satisfaction and reduce repeat calls\"}),/*#__PURE__*/e(\"p\",{children:\"When Allente's customer service department invested in Capturi, they aimed to improve the customer journey and test various approaches. This way, the team can easily identify which methods work and adopt best practices.\"}),/*#__PURE__*/e(\"p\",{children:\"One of their tests focused on how asking customers if their issue was solved or if they had more questions affected customer satisfaction and repeat calls. \"}),/*#__PURE__*/t(\"p\",{children:[\"To measure the impact, Allente created a \",/*#__PURE__*/e(\"em\",{children:\"First Call Resolution \"}),\"tracker. This tracker monitored how often agents used the phrase \u201C\",/*#__PURE__*/e(\"em\",{children:\"Did we answer all your questions?\"}),\"\u201D, which is also included in the customer satisfaction survey that is sent to each customer after the call.\"]}),/*#__PURE__*/e(\"p\",{children:\"They measured the impact of these sentences by tracking customer satisfaction scores, repeat calls within seven days, and survey responses on whether issues were resolved.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"em\",{children:/*#__PURE__*/e(\"strong\",{children:\"In calls where agents ensured the issue was resolved, the customer center received 30% fewer repeat calls.\"})})}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"em\",{children:/*#__PURE__*/e(\"strong\",{children:\"In addition, they experienced a 59% increase in customers giving a satisfaction score of 4-5,  when the customer confirmed that their questions were answered.\"})})}),/*#__PURE__*/e(\"p\",{children:\"This approach can be used for other challenges, helping ensure a good customer experience in all conversations.\"})]});export const richText4=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"For the Swedish property rental company Victoriahem, customers are at the center of attention. So, to ensure all their tenant inquiries are handled with the same level of empathy, curiosity, and efficiency, they invested in Conversational AI, allowing them to delve into their successful conversations. By actively working on creating good dialogues through every element of the conversation, their team succeeded in increasing customer satisfaction by 20%.\"})});export const richText5=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"About Victoriahem\"}),/*#__PURE__*/t(\"p\",{children:[/*#__PURE__*/e(n,{href:\"https://www.victoriahem.se/\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!0,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"Victoriahem\"})}),\" is a property rental company that rents out apartments, parking spaces, storage rooms, and venues across 33 Swedish cities. To make sure tenants always have the help they need, they have created customer portals and support pages. Each of these pages helps tenants report service requests, find forms to fill out, terminate their lease, and get answers to frequently asked questions.\"]}),/*#__PURE__*/e(\"h2\",{children:\"Victoriahem\u2019s general approach to customer service\"}),/*#__PURE__*/e(\"p\",{children:\"With a wide variety of tenants spread across many locations, Victoriahem always strives to create a positive experience. Whether the tenant has questions about their apartment, storage unit, or the event space they wish to rent, Victoriahem ensures they provide clear and helpful answers.\"}),/*#__PURE__*/e(\"p\",{children:\"For many tenants, it is no longer enough to have their problems solved quickly and efficiently; they also prefer to be met by someone who understands their frustrations and shares their concerns. When they feel heard, it increases the likelihood that they will continue renting their apartment or storage unit or recommend Victoriahem to someone in their network.\"}),/*#__PURE__*/e(\"p\",{children:\"The property rental company is built on three pillars: customer focus, renovation, and social work. As part of their customer focus, they conduct an annual satisfaction survey, where they naturally hope to receive high ratings.\"}),/*#__PURE__*/e(\"p\",{children:\"To ensure they can assist their tenants as effectively as possible, it is crucial for Victoriahem to support tenants both quickly and efficiently, and for service agents to know how to handle conflicts and dissatisfied tenants. Additionally, they have a rental ombudsman whom tenants can contact if they have particularly difficult issues.\"})]});export const richText6=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Customer satisfaction is a critical factor in ensuring loyalty and a good reputation. High customer satisfaction can, in itself, lead to better Trustpilot scores, an increase in customers, and encourage more purchases.\"}),/*#__PURE__*/e(\"p\",{children:\"There are several ways to measure customer satisfaction. Some companies use NPS (Net Promoter Score) surveys, which are sent to customers after an interaction. In these, customers rate how likely they are to recommend a given company to friends and acquaintances on a scale from 1 to 10. Others base customer satisfaction measurements on customer retention rates or online reviews.\"}),/*#__PURE__*/e(\"p\",{children:\"You can also use software like Capturi to analyze sentiment scores. A sentiment score is based on the number of positive or negative words a customer or employee mentions during a conversation. Often, employee and customer sentiment are closely related and influence one another.\"}),/*#__PURE__*/e(\"p\",{children:\"This is why it is important for customer-focused companies to understand how to communicate in an effective way.\"}),/*#__PURE__*/e(\"p\",{children:\"In this case study, we delve specifically into wording and how that can effect customer satisfaction levels.\"})]});export const richText7=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"How Victoriahem uses conversational AI to enhance tenant experiences\"}),/*#__PURE__*/e(\"p\",{children:\"When Victoriahem invested in Capturi's conversational AI platform, the primary goal was to provide their customer service team with insights they can use to improve call quality and customer satisfaction on an ongoing basis.\"}),/*#__PURE__*/t(\"p\",{children:[\"From the very beginning, Victoriahem introduced their agents to \",/*#__PURE__*/e(n,{href:{pathVariables:{QyVPkb_ZG:\"create-better-dialogues-increase-customer-satisfaction-20-40-percent\"},unresolvedPathSlugs:{QyVPkb_ZG:{collectionId:\"bzq7A4XaF\",collectionItemId:\"W778t_XhY\"}},webPageId:\"g27_td7kZ\"},motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!0,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"best practices for efficient dialogues\"})}),\", which can be divided into 5 pillars:\"]}),/*#__PURE__*/t(\"ol\",{children:[/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"em\",{children:\"welcoming introductions\"})})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"em\",{children:\"initiating dialogues, \"})})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"em\",{children:\"showing empathy, \"})})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"em\",{children:\"using positive language, \"})})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"em\",{children:\"ending the conversation in a polite way\"})})})]}),/*#__PURE__*/e(\"p\",{children:\"Initially, the agents focused on initiating a dialogue and ending conversations in a polite way. Once these two elements became habits for the agents, they gradually started implementing additional elements into their conversations.\"}),/*#__PURE__*/e(\"p\",{children:\"When working strategically with AI, Victoriahem found that customer satisfaction is enhanced by more than 20% when 4\u20135 elements of the best practice dialogues are used. In addition, the focus on good communication also significantly improves agent sentiment scores, leaving them feeling better prepared to handle all types of calls calmly.\"}),/*#__PURE__*/e(\"p\",{children:\"Using conversational AI, their team gains insights that can be used during feedback sessions with agents. Each agent can also access the information themselves, making it easier for them to track their progress over time, observe impacts, and improve their skills.\"}),/*#__PURE__*/e(\"p\",{children:\"The benefit of this is that agents now have fewer negative experiences since they started using the right tools to address tenant concerns. If a tenant is frustrated at the beginning of a call, the agent can quickly initiate a dialogue and guide the tenant effectively. \"}),/*#__PURE__*/e(\"p\",{children:\"The focus on quality conversations does not end here, despite the impressive results achieved in a short period. Therefore, they continuously coach new hires on these ways of communicating. After this, agents can enhance their expertise in specific areas or receive tips on how to make conversations more efficient.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"Want to learn more about how to increase customer satisfaction?\"}),/*#__PURE__*/e(\"p\",{children:\"We have gathered concrete examples of how you can improve your customer conversations by changing your language. \"}),/*#__PURE__*/e(\"p\",{children:\"Not only have we provided concrete examples, but we also estimate how much of an effect it typically has on customer satisfaction.\"})]});export const richText8=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Lyreco is using AI to help its sales team tackle a wide range of customer needs. This allows them to pinpoint knowledge gaps and spot trending inquiries, which leads to more seamless knowledge sharing\"})});export const richText9=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Lyreco is an international supplier of office articles and coffee equipment for companies. With departments spread across 25 countries, Lyreco is determined to create great customer experiences across its international departments. As a part of this strategy, they have established customer service departments in each country, where they assist existing and potential customers in the local languages as well as internal inquiries from employees.\"}),/*#__PURE__*/e(\"p\",{children:\"To ensure that their customers' needs are met in the best possible way, Lyreco Denmark has a team of 34 traveling sales representatives. Their primary goal is to make sure that all customers have what they need and receive ongoing advice about new products, promotions, and delivery times.\"}),/*#__PURE__*/e(\"p\",{children:\"Since the sales representatives visit several customers daily, they do not always have access to computers with customer and knowledge databases. But as it is crucial to have knowledge available at all times, they can call an internal sales support line.\"}),/*#__PURE__*/e(\"p\",{children:\"The sales support line is managed by customer service managers who swiftly handle customer conversations and internal inquiries. When sales representatives call this number, they can get support, advice, and additional knowledge on concrete topics. For example, they can get information about order numbers, specific campaigns, products, and delivery times. The support can also help them sign up new customers.\"})]});export const richText10=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Knowledge sharing is an essential part of quality assurance and is crucial for creating better experiences for both customers and agents. It is particularly important, since every single call contains valuable knowledge about how customers perceive your product and services.\"}),/*#__PURE__*/e(\"p\",{children:\"In sales calls, this can help your team assess customer needs and offer the perfect solution. In customer conversations, such feedback facilitates quicker inquiry solutions and more pleasant conversations, and lower retention rates.\"}),/*#__PURE__*/e(\"p\",{children:\"Additionally, when you analyze and compare data from across your customer conversations, you can identify patterns that will help you learn which types of knowledge you should share and in which areas your team lacks knowledge.\"}),/*#__PURE__*/e(\"p\",{children:\"In other cases, it might be necessary to share knowledge with other departments to facilitate better services, improve the self-service pages, or improve products or procedures so they fit customer expectations.\"})]});export const richText11=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"How Lyreco uses AI to share valuable knowledge\"}),/*#__PURE__*/e(\"p\",{children:\"Every day, Lyreco\u2019s sales representatives visit businesses with very different needs.\"}),/*#__PURE__*/e(\"p\",{children:\"Therefore, it is important that they have a broad knowledge of many different areas to be able to provide correct answers at all times. They also need to be able to read each customer's needs and offer specific solutions for each customer.\"}),/*#__PURE__*/e(\"p\",{children:\"To ensure high-quality service, it is important for their sales team to learn from each other\u2019s interactions and techniques, so they can heighten the success rate and customer experience while minimizing the number of repeat calls.\"}),/*#__PURE__*/e(\"p\",{children:\"To facilitate this, they have invested in Capturi's conversational AI with the aim of identifying common topics and new trends. This reveals how often sales representatives call, what kind of information they typically need, and how many of these calls are repeat calls.\"}),/*#__PURE__*/e(\"p\",{children:\"For instance, they discovered that 24% of their sales representatives mentioned orders, 19% mentioned self-service, and 19% mentioned delivery.\"}),/*#__PURE__*/e(\"p\",{children:\"By identifying such calls reasons, they have been able to share knowledge and introduce new initiatives accordingly. These new initiatives have resulted in a 12% reduction in the number of calls and a 15% decrease in call duration.\"}),/*#__PURE__*/e(\"p\",{children:\"As Lyreco's team wants to continue to heighten the quality, they continue to work with insights to proactively improve their service and sales processes. This allows them to share valuable knowledge proactively and implement new initiatives, both of which make a noticeable difference for customers and employees.\"})]});export const richText12=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Group Online works every day to create even better experiences, and they have an ambition to break away from the idea that customer experiences should only be improved in the customer service department. To them, a good customer experience begins with the sales conversation and continues throughout every interaction. This focus has significantly increased their NPS and customer satisfaction scores across all departments.\"})});export const richText13=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Group Online is Denmark\u2019s largest online marketing and web agency, working with over 12,000 customers. High-quality service is not just a priority for them \u2013 it is an essential part of their success.\"}),/*#__PURE__*/e(\"p\",{children:\"In building websites and handling online marketing, they rely on data rather than gut feelings. Recognizing the power of data, they use it to improve both internal processes and customer interactions, applying the same data-driven approach they use to optimize client websites.\"}),/*#__PURE__*/e(\"p\",{children:\"This case explores how various departments at Group Online work together to enhance the overall customer experience while maintaining the same high standards, regardless of which department a customer contacts.\"})]});export const richText14=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Customer service is business-critical as it represents your company's public face and shapes how customers speak about your products or services. Yet, it is often overlooked because many companies narrows it down to one single department and miss the bigger picture.\"}),/*#__PURE__*/e(\"p\",{children:\"Limiting customer service to just one department overlooks the fact that creating a great customer experience is everyone\u2019s responsibility. And the key to improving customer satisfaction is adapting to each customer\u2019s mood and language to deliver the best possible experience across your organization.\"}),/*#__PURE__*/e(\"p\",{children:\"In fact, Capturi analyses of over 30 million customer conversations shows that empathy and positive language are key to boosting customer satisfaction, increasing it by +15%.\"}),/*#__PURE__*/e(\"p\",{children:'The most popular empathetic phrases are \"I understand\" and \"That makes sense.\" And while empathy acknowledges customer frustration, positive language, such as \"Great,\" \"That sounds fantastic,\" and \"No worries,\" helps to lift the mood and improve the experience.'})]});export const richText15=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Michael \\xd8hlenschl\\xe6ger, Automation Lead at Group Online, explains that it has previously been difficult for customer-facing employees to pinpoint what drove good or bad experiences. While they could measure task completion, it did not always reflect the quality of interactions.\"}),/*#__PURE__*/e(\"p\",{children:\"Capturi continuously provides the team with a structured way to assess conversations based on concrete data. This ability to measure quality has made a significant difference, improving both customer and employee experience.\"}),/*#__PURE__*/e(\"p\",{children:\"Michael \\xd8hlenschl\\xe6ger emphasizes that this tool should not only be used by an AI specialist. Rather, the platform should be integrated into each department's daily work and coaching processes. \"}),/*#__PURE__*/e(\"p\",{children:'\"It\u2019s important for managers and team leaders to actively use the tool and support employees in communicating in just the right way. They need to pay attention to what creates customer satisfaction and ensure that employees understand the importance of good communication,\" he says.'}),/*#__PURE__*/e(\"p\",{children:\"Below, we explore how each department actively works with Capturi in various ways to achieve their goals and ensure high quality:\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"How Group Online works with AI in their sales department\"}),/*#__PURE__*/e(\"p\",{children:\"In Group Online\u2019s sales department, the team focuses on cold calling potential customers who may need help optimizing their online presence \u2013 whether through websites or other digital channels.\"}),/*#__PURE__*/e(\"p\",{children:\"To handle such calls successfully, it is highly important to get to know each potential client and identify their needs in an effective way.\"}),/*#__PURE__*/e(\"p\",{children:\"Using AI analyses, the team realized that to better understand the potential clients, they needed to refine how they initiated their conversations. So, they reviewed their existing opening lines and found that phrases like \u201CAm I disturbing you?\u201D and \u201CDo you have a moment?\u201D were used in about 13% of all sales calls. However, these phrases led to a 20% lower likelihood of high customer satisfaction.\"}),/*#__PURE__*/e(\"p\",{children:\"Luckily, they could also use the AI tool to identify successful ways of handling calls. Using this data, they started building up their conversations by \u2026:\"}),/*#__PURE__*/e(\"p\",{children:\"1. starting the conversation by bringing up a clear reason for reaching out and justifying the call\"}),/*#__PURE__*/e(\"p\",{children:\"2. initiating a dialogue by getting to know the potential client, their business, and their current needs\"}),/*#__PURE__*/e(\"p\",{children:\"3. ending the conversation by summing up everything that they have agreed on\"}),/*#__PURE__*/e(\"p\",{children:\"The work with Capturi is an ongoing priority, and as Group Online continues to expand its use of AI, the sales team will uncover new insights that help them refine and enhance their customer interactions further.\"}),/*#__PURE__*/e(\"p\",{children:\"After each successful sales call, the potential client is handed over to Group Online\u2019s project managers, who ensure their needs are met.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"How Group Online increased customer satisfaction in project management\"}),/*#__PURE__*/e(\"p\",{children:\"Group Online's project management team consists of Customer Success Managers who takes a client-focused approach to meeting expectations. This approach ensures high customer satisfaction and that tasks are completed correctly from the start.\"}),/*#__PURE__*/e(\"p\",{children:\"When the department implemented Capturi, their main goals were to identify strengths, find areas for improvement, and maintain high customer satisfaction levels. They used this information proactively to develop a series of guidelines that the team would follow to make sure they maintained the same high quality across the department and achieved even more positive results.\"}),/*#__PURE__*/e(\"p\",{children:\"The guidelines includes:\"}),/*#__PURE__*/t(\"ol\",{children:[/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Presentation of main points\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Follow-up\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Needs Assessment\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Results\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"Conclusion\"})})]}),/*#__PURE__*/e(\"p\",{children:\"By streamlining their communication methods, they achieved a 13.5% increase in promoters, a 13.2% decrease in passive reviewers, and a 34.9% decrease in detractors.\"}),/*#__PURE__*/e(\"p\",{children:\"Promoters, passives, and detractors are part of the Net Promoter Score (NPS), which measures customer satisfaction. NPS is based on how likely customers are to recommend a product or service, rated from 0 to 10. Scores of 9-10 are promoters, 7-8 are passives, and 0-6 are detractors.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"How Group Online boosted customer satisfaction by 13%\"}),/*#__PURE__*/e(\"p\",{children:\"Group Online\u2019s customer service is handling calls regarding invoice and questions regarding this, website issues, and general maintenance. In these conversations, it is not only important that calls are handled in a quick, effective, and professional way but also that each call is high-quality and contains positive language.\"}),/*#__PURE__*/e(\"p\",{children:\"Customer service calls differ from other types of calls because they are not as tied to specific conversation guide. These calls are often technical and require customer service agents to handle multiple tasks while meeting customers at their level. The main goal has been to improve customer satisfaction through empathy and positive language.\"}),/*#__PURE__*/e(\"p\",{children:\"By combining empathetic and positive phrasing with polite call endings, the customer service department has successfully increased its dialogue score by 13%. This score is based on the department\u2019s customer sentiment score.\"}),/*#__PURE__*/e(\"p\",{children:\"A customer sentiment score measures how often a customer uses positive words during a conversation. The more positive phrases a customer uses, the higher the score. This is similar to an NPS, but instead of relying on post-call surveys, it is based on the customer\u2019s actual word choices during the conversation.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"Want practical tips to elevate your customer service experience?\"}),/*#__PURE__*/e(\"p\",{children:\"Empathy and positive language are just some of the tools you can use to increase customer satisfaction. How you start the conversation, initiate dialogues, and successfully end the call without leaving loose ends also greatly impacts satisfaction.\"}),/*#__PURE__*/e(\"p\",{children:\"If your department, like Group Online\u2019s, wants to improve customer satisfaction based on proven methods, we have gathered some helpful tips in a knowledge article. The article is based on data from over 35 million customer calls, showing that following a few key techniques can improve performance by 20-40%.\"})]});export const richText16=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Telmore uses AI to improve customer service by automating routine tasks like call tagging. This helps their team improve the call quality and frees up time to focus on more valuable customer support.\"})});export const richText17=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Telmore is a Danish telecom company that offers mobile and internet subscriptions, accessories, mobile phones, and streaming services through Telmore Play. With 80 customer service agents handling a wide range of inquiries daily, it is essential for the team to keep track of what their customers are calling about.\"}),/*#__PURE__*/e(\"p\",{children:\"They achieve this overview by tagging their calls into specific topic groups, which helps them understand customer needs, share insights, spot trends, standardize responses, and improve knowledge in specific areas.\"}),/*#__PURE__*/e(\"p\",{children:\"Traditionally, the team tagged calls manually. However, with AI offering new ways to enhance customer experiences and streamline operations, Telmore seized the opportunity to handle calls more effectively.\"})]});export const richText18=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Call tagging should be an essential part of every contact center\u2019s workflow because it provides a clear indication of why customers are calling. In addition, if there is a spike of calls within a specific topic, the team can quickly take action.\"}),/*#__PURE__*/e(\"p\",{children:\"The term itself refers to the process where agents categorize customer inquiries. To ease the process, many companies create lists of frequently mentioned topics that agents can choose from.\"}),/*#__PURE__*/e(\"p\",{children:\"However, this list can be long, one inquiry sometimes contains overlapping issues, and it can be challenging to remember everything said during a conversation. This means that manual call tagging can prove to be an inefficient, time-consuming, and contain errors.\"}),/*#__PURE__*/e(\"p\",{children:\"Manual call tagging typically takes 15 to 45 seconds per call. In addition, our analysis shows that agents miscategorize about 30% of their calls, which results in inaccurate data sets.\"}),/*#__PURE__*/e(\"p\",{children:\"Therefore, automating call tagging can lead to time savings and at the same time reduce the likelihood of errors.\"})]});export const richText19=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"How Telmore freed up 400 hours per month by using conversational AI\"}),/*#__PURE__*/e(\"p\",{children:\"Telmore has always prioritized creating great customer experiences and maintaining high conversation quality \u2013 regardless of which agent handles the call.\"}),/*#__PURE__*/e(\"p\",{children:\"So, when the customer service department decided to invest in Conversational AI, it was crucial for them to use the platform to streamline workflows and free up time to focus on creating even better experiences.\"}),/*#__PURE__*/e(\"p\",{children:\"With 80 agents handling inquiries every day, the team spent around 400 hours per month tagging their calls into different categories. In addition, some calls may cover overlapping topics, making it difficult for employees to remember all relevant details, which may prolong the tagging process.\"}),/*#__PURE__*/e(\"p\",{children:\"By using Capturi's conversational AI platform, Telmore's team now automatically tags each call, which frees up valuable time and capacity at the contact center.\"}),/*#__PURE__*/e(\"p\",{children:\"This means that they can now spend time handling more customer calls and reduce pressure in busy call periods. Also, it allows the team to focus on improving call handling, minimizing knowledge gaps, and improving retention. As the company keeps growing and changing, it sets an example for others in the industry by showing how technology can greatly improve customer experience and service.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})}),/*#__PURE__*/e(\"h2\",{children:\"Want to ease your automation journey?\"}),/*#__PURE__*/e(\"p\",{children:\"Customer service is one of the first organizational areas to benefit from the recent AI developments. But it can be difficult to navigate the many opportunities that the rise of AI brings along.\"}),/*#__PURE__*/t(\"p\",{children:[\"In close collaboration with CX thought leader, speaker, and Forbes contributor, \",/*#__PURE__*/e(n,{href:\"https://www.adrianswinscoe.com/\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!0,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"Adrian Swinscoe\"})}),\", we walk you through how you should start your automation journey and why the right approach is crucial for your success.\"]})]});export const richText20=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Hifi-Klubben has used conversation analysis to gain insights into their customer conversations, which they have used to continuously coach their employees. This has led to a 60% increase in their customer satisfaction levels.\"})});export const richText21=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"When customer service managers want to develop their employees in a positive direction, it is important that they focus on a few specific areas at a time. This way, they ensure that their employees have a solid grasp on one core area before moving on to the next one.\"}),/*#__PURE__*/e(\"p\",{children:\"In this customer case, we zoom in on how the electronics company Hifi-Klubben has used conversation analysis to enhance their performance within specific focus areas.\"})]});export const richText22=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"How HiFi-Klubben has used insights to enhance their customer service level\"}),/*#__PURE__*/t(\"p\",{children:[\"When you want to improve your customer service level, it is important that you first and foremost get an overview of your customers' typical inquiries. According to HiFi-Klubben's Global Customer Service Manager, Phillip S\\xf8nderskov, this overview helps them creating better experiences: \\\"Capturi has given us a deep understanding of processes and \",/*#__PURE__*/e(\"em\",{children:\"blind spots\"}),\" that are often forgotten among the many inquiries we receive every day. Using dashboards and trackers, we have made these \",/*#__PURE__*/e(\"em\",{children:\"blind spots \"}),'visible, allowing us to proactively take action by optimizing our processes and raising our service levels.\"']}),/*#__PURE__*/e(\"p\",{children:\"For example, HiFi-Klubben has gained insight into which brands customers mention most frequently. Also, it turns out that conversations about one specific brand are both longer and a source of higher levels of frustration and negative customer feedback than other types of conversations. The department uses these insights to coach their employees to handle the most common queries in a faster and more efficient way.\"}),/*#__PURE__*/e(\"p\",{children:'In addition to these brand-specific insights, HiFi-Klubben has gained insights on how to improve their dialogues. From there, they have focused on improving their introductions, dialogues, empathy level, approachability, and outro, and their efforts have paid off. Since implementing Capturi, they have improved their customer satisfaction by more than 60%. In this case, their satisfaction level is measured by how often customers express themselves in a positive way by using words such as \"Great\" or \"Thank you\".'}),/*#__PURE__*/e(\"p\",{children:\"In close collaboration with Hifi-Klubben, we have found that using positive language and empathy alone can raise customer satisfaction by 20%.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"How HiFi-Klubben uses conversation analysis to coach employees\"}),/*#__PURE__*/e(\"p\",{children:\"To be able to achieve measurable results, it is crucial for employees to know what they can do differently. And to support this development in the best possible way, Hifi-Klubben has set up customized dashboards for each individual employee.\"}),/*#__PURE__*/e(\"p\",{children:\"The advantage of this type of dashboard is that it provides a simple overview of each employee's strengths and weaknesses. It also provides insights into which employees excel at creating positive conversations with customers and which ones typically resolve customer issues during the first call.\"}),/*#__PURE__*/e(\"p\",{children:\"This way, it becomes easier for each individual employee to highlight their strengths and stay motivated to work on improving their weaknesses.\"}),/*#__PURE__*/e(\"p\",{children:\"As a result of their efforts, Hifi-Klubben has reduced their average call time by 15% over the past year.\"})]});export const richText23=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Knowledge plays a crucial role in customer service, whether shared internally in the department or across the entire organization. This means that well-functioning knowledge databases can become invaluable assets \u2013 especially if they are updated with data from customer conversations. When used correctly, such databases can facilitate shorter calls, ease search processes, help automate call handling, and enable intelligent routing.\"})});export const richText24=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"Lack of quick and easy access to knowledge is a drag on customer satisfaction levels \"}),/*#__PURE__*/e(\"p\",{children:\"To successfully manage the job as a customer service agent, it requires an extensive amount of background knowledge, the ability to navigate multiple systems, and the capacity to understand customer behavior and needs.\"}),/*#__PURE__*/e(\"p\",{children:\"Research from Capturi shows that, on average, agents lack knowledge in about 12% of all customer conversations. However, in knowledge-intensive departments and situations, this number can rise as high as 35%.\"}),/*#__PURE__*/e(\"p\",{children:\"Lack of knowledge occurs in conversations where the agent is unable to immediately answer a customer\u2019s question. This may lead them to search for information in one of their systems or to ask a colleague for help. If you do not have an updated knowledge base or if the knowledge base is difficult to navigate, searching for information can be a time-consuming process.\"}),/*#__PURE__*/e(\"p\",{children:\"Knowledge gaps and ineffective knowledge searches can lead to longer calls, lower customer satisfaction levels, and, potentially, the loss of customers. To avoid this, efficiency and automation have become critical focus areas for customer service departments who want to stand out and excel in the field.\"}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h2\",{children:\"How knowledge is created and managed today\"}),/*#__PURE__*/e(\"p\",{children:\"The approach that customer service departments use to create, manage, and find knowledge articles varies from company to company and often depends on the size of the organization.\"}),/*#__PURE__*/e(\"p\",{children:\"While larger companies often have dedicated knowledge experts to update articles and create new content, smaller companies may not always have the resources to do so, and often end up asking colleagues for advice leaving customers waiting on the line.\"}),/*#__PURE__*/e(\"p\",{children:\"For companies that do have a dedicated knowledge expert, the process of creating and maintaining articles can be both long and complex. \"}),/*#__PURE__*/e(\"p\",{children:\"First, the experts will have to find relevant information. They will then have to ask experienced agents for input and advice to ensure that the information they provide is correct and suits the company\u2019s best practice techniques. Once they have ensured that each piece of content is of top quality, they are ready to publish the article.\"}),/*#__PURE__*/e(\"p\",{children:\"However, such manually updated knowledge databases are often costly to create and require continuous maintenance. In addition, the ongoing process of quality assurance often turns out to be time-consuming and complex.\"}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h2\",{children:\"How you should manage knowledge\"}),/*#__PURE__*/e(\"p\",{children:\"To avoid outdated material and facilitate easy access to relevant information, you can benefit from centering your knowledge database around customer conversation data. This way, you ensure that all information is updated based on your customer interactions and feedback while also minimizing the time wasted on collecting information manually.\"}),/*#__PURE__*/e(\"p\",{children:\"This data-centered approach makes it easier to establish a knowledge management process, particularly for companies that have not had the resources or budget to actively create or maintain a knowledge database before. \"}),/*#__PURE__*/e(\"p\",{children:\"At the same time, it will also simplify knowledge management for companies with a dedicated quality assurance team, as they can now maintain even more knowledge articles for the same amount of time and effort. In short, their role is transformed from that of an investigative journalist into more of an editor role, where ensuring quality and facilitating even better experiences become their main tasks.\\xa0\"}),/*#__PURE__*/e(\"p\",{children:\"Once you decide to utilize the data from your customer conversations, you can benefit from advancements in AI technology. By collecting and categorizing data from your customer conversations, this technology will automatically update existing knowledge articles and suggest topics for new ones based on spikes in conversation topics.\"}),/*#__PURE__*/e(\"p\",{children:\"These automatically created knowledge articles consist of a series of questions and answers related to specific topics, which makes it even easier for agents to provide answers that are both accurate and efficient.\"})]});export const richText25=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Effective and regularly updated knowledge databases are vital in customer service, since they enable shorter calls, simplified information management, automated call handling, and intelligent routing. When utilized correctly, AI-generated articles can be used to handle inquiries proactively.\"}),/*#__PURE__*/e(\"p\",{children:\"At Capturi, we have developed an AI Assistant whose main task is to assist agents in providing the best possible customer experience and ease the time they spend on unnecessary questions and knowledge search. When routing customers to a human agent, it summarizes the most important parts of the call and forwards this information to the agent taking over the call. In addition to adding its own recommendations, it will also give agents an overview of suggested next stepsand best practices that can be used to successfully handle the call in a quick and efficient way.\"}),/*#__PURE__*/e(\"p\",{children:\"Also, the AI Assistant is linked to customer facing Artificial Agents that can answer low-complex queries in an effective way and without compromising the high quality that customers expect.\"})]});export const richText26=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"How using data can take your efficiency to the next level\"}),/*#__PURE__*/e(\"p\",{children:\"Customer service is one of the fields with the greatest automation potential. To help you get a competitive advantage and keep pace with the technological developments without getting carried away by the hype, we have created a guideline that will help you get started with your automation journey and give you measurable results.\"})]});export const richText27=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"To improve and ensure high quality in their customer conversations, Bredband2 has implemented Conversational AI. As a result, they managed to cut their expenses by 15-20% and boost their customer satisfaction by 20% in just three months.\"})});export const richText28=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"There are many good reasons to focus on improving customer experiences. For a start, positive experiences can help ensure that customers purchase more often, remain loyal, and speak positively of a product or service to friends and family. Also, coaching and an active focus on improvement can contribute to increased call quality and make a noticeable difference for both customers and employees.\"})});export const richText29=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"In their efforts to enhance their overall performance, Bredband2 has continuously focused on improving in several key areas.\"}),/*#__PURE__*/e(\"p\",{children:\"This focus makes it easier to change habits and motivate employees, as they can monitor their positive development. Also, the team can easily draw inspiration from techniques they know are effective.\"}),/*#__PURE__*/e(\"p\",{children:\"Their focused efforts have resulted in:\"}),/*#__PURE__*/e(\"p\",{children:\"\u2013 20% increased customer satisfaction\"}),/*#__PURE__*/e(\"p\",{children:\"\u2013 44% more win-back attempts in retention conversations\"}),/*#__PURE__*/e(\"p\",{children:\"\u2013 11% reduction in call duration (in a test group of 10 employees)\"})]});export const richText30=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"Bredband2's approach to increasing customer satisfaction\"}),/*#__PURE__*/e(\"p\",{children:\"As Bredband2 aimed to boost their customer satisfaction levels, their focus was on refining every aspect of their conversations. To achieve this, they initially concentrated on improving their introductions. Once they mastered the introductions, they shifted their focus to other elements, such as empathetic wording, positivity, and polite outros.\"}),/*#__PURE__*/e(\"p\",{children:\"To ease the coaching process, employees continuously learn from their most successful peers and draw inspiration from specific cases. For example, they are constantly working on replacing neutral expressions with positive and empathetic words like \u201CI totally understand\u201D, \u201Cfantastic\u201D, or \u201Cexcellent\u201D.\"}),/*#__PURE__*/e(\"p\",{children:\"This proactive focus on improving dialogues resulted in a 20% increase in customer sentiment within just three months. The sentiment score is regularly measured by the frequency of positive words and expressions of gratitude used by customers during conversations.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"Bredband2's strategy for streamlining their customer center\"}),/*#__PURE__*/e(\"p\",{children:\"Right after Bredband2 implemented Capturi, they realized that conversations exceeding 15 minutes made up over 23% of their total call duration. This revealed a large opportunity to reduce their overall call duration.\"}),/*#__PURE__*/e(\"p\",{children:\"A key method to reduce call duration is making it simpler for employees to access necessary information. For Bredband2, this strategy is crucial as searches for information lead to 95% longer call duration and 86% increased customer frustration.\"}),/*#__PURE__*/e(\"p\",{children:\"To test the potential for streamlining their conversations and reducing call duration, Bredband2 decided to set up a test group. This group consisted of 10 employees who, with the help of Capturi AI, continuously received personalized advice for each employee based on their typical approaches. Through a focused effort on regularly updating their knowledge database and providing customized coaching based on the advice, the test group decreased their call duration by an impressive 11% within only three months.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"Bredband2\u2019s approach to implement win-back strategies\"}),/*#__PURE__*/e(\"p\",{children:\"When working on improving customer retention rates, it is crucial that employees are curious about why customers consider canceling their subscriptions. For instance, a customer might need a different type of subscription or may have had a bad experience with the product or service.\"}),/*#__PURE__*/e(\"p\",{children:\"The process of uncovering needs is essential not just for retaining customers but also for identifying future improvement initiatives. Once Bredband2\u2019s team gets an understanding of a customer's needs, employees can try to retain customers by providing offers like discounts, a technician visit, or a different type of subscription.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"Ongoing efforts in conversational AI\"}),/*#__PURE__*/e(\"p\",{children:\"Generally, better customer experiences are results of hard work. So, once the team at Bredband2 has successfully changed habits and routines within one area, they are ready to introduce new focus areas. For instance, the team has just set a goal to further increase their customer sentiment score by 20%, reduce the call duration, and minimize the number of repeat calls.\"}),/*#__PURE__*/e(\"p\",{children:\"They will achieve this by basing their onboarding and coaching processes entirely on positive examples. Also, they place greater emphasis on exploiting the information from customers to foster even better experiences across departments.\"})]});export const richText31=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"With many daily users, Rejsekort experiences many different types of inquiries. To reduce the number of unnecessary calls to the customer center, they occasionally send out notices to customers. 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In this particular case, we didn\u2019t require any specific action from the pensioners. Afterwards, we used to track how many customers referred to this specific letter over the next few weeks.\"'}),/*#__PURE__*/e(\"p\",{children:'According to Klarafine Lildholdt, the result was positive: \"We experienced as little as 0.6% calls related to this particular notice, which means that we were generally successful with our communication,\" she says, elaborating:'}),/*#__PURE__*/e(\"p\",{children:\"\\\"It's important to us that our customers get the help they need at all times. And at the end of the day, it's equally important that we learn from our successful communications as from our less successful ones. 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Among other things, the analysis shows that ...\"}),/*#__PURE__*/t(\"ul\",{children:[/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"a majority of all external communication requests concern communication by e-mail\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"in queries related to external communication, customers are about 50% more likely to express dissatisfaction\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"you can avoid an increase in these types of calls by sharing information from your calls with other departments. 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I n\\xe4ra samarbete med Adrian Swinscoe, framtidsfokuserad tankeledare inom kundservice och Forbes-skribent, s\\xe5 har vi tagit fram f\\xf6ljande artikel f\\xf6r att lyfta fram tre relevanta f\\xf6ruts\\xe4gelser och hj\\xe4lpa er att navigera fram\\xf6ver.\"})});export const richText35=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Som en av de mest framst\\xe5ende tankeledarnainom kundupplevelser, har Adrian Swinscoe en bred kunskap om aktuella och nyatrender inom kundservice. \"}),/*#__PURE__*/e(\"p\",{children:\"Genom hans arbete som Forbes-skribent, framtidsfokuserad tankeledare inom kundservice, och r\\xe5dgivare, s\\xe5 har han unders\\xf6kt och analyserat vilka typer av utmaningar och m\\xf6jligheter som kundtj\\xe4nstchefer m\\xf6ter i sitt dagliga arbete. \"}),/*#__PURE__*/t(\"p\",{children:[\"D\\xe4rf\\xf6r baseras de f\\xf6ljande f\\xf6ruts\\xe4gelserna inte bara p\\xe5 hans omfattande expertis, men de baseras \\xe4ven p\\xe5 bidrag fr\\xe5n mer \\xe4n 140 erfarna kundtj\\xe4nstledare och proffs. \",/*#__PURE__*/e(n,{href:\"https://www.forbes.com/sites/adrianswinscoe/2023/12/18/15-customer-experience-predictions-for-2024/\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!1,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"Du kan l\\xe4sa originalartikeln h\\xe4r.\"})})]})]});export const richText36=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"Hypen kring generativ AI kommer att forts\\xe4tta\"}),/*#__PURE__*/e(\"p\",{children:\"En av de viktigaste f\\xf6ruts\\xe4gelserna f\\xf6r 2024 g\\xe4ller utvecklingen inom generativ AI, som snabbt har \\xe4ndrats fr\\xe5n att vara ettverktyg som \\xe4r \u201Dnice to have\u201D till att vara en n\\xf6dv\\xe4ndighet f\\xf6r f\\xf6retag i alla storlekar. \"}),/*#__PURE__*/e(\"p\",{children:\"Om du vill vara framg\\xe5ngsrik i ditt arbete med generativ AI, s\\xe5 m\\xe5ste ni v\\xe4lja era partners och anv\\xe4ndningsomr\\xe5den noggrant och anamma de sp\\xe4nnande m\\xf6jligheterna utan att ryckas med av hypen. F\\xf6r medan AI har h\\xf6jt ribban f\\xf6r vad som \\xe4r m\\xf6jligt att framg\\xe5ngsrikt automatisera, s\\xe5 finns det fortfarande m\\xe5nga fallgropar \u2013 och det \\xe4r viktigt att ha i \\xe5tanke att glappet mellan bra och d\\xe5lig AI kommer att \\xf6ka. \"}),/*#__PURE__*/t(\"p\",{children:[\"En av de st\\xf6rsta utmaningarna att tackla med generativ AI inom kundservice \\xe4r till\\xe4mpningen av \",/*#__PURE__*/e(n,{href:\"https://www.capturi.ai/post/teknologi-vs-varde-en-praktisk-guide-till-anvandning-av-ai-i-kundservice\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!1,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"artificiella agenter\"})}),\" f\\xf6r b\\xe5de tal- och textkanaler. 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Trots detta s\\xe5 har endast 5% fortsatt arbetet med generativ AI efter tidiga pilotprojekt. \"]}),/*#__PURE__*/e(\"p\",{children:\"\\xc4ven om kundservice anses vara ett av de omr\\xe5den som med st\\xf6rsta sannolikhet kommer att dra nytta av denna nya teknik, s\\xe5 \\xe4r det fortfarande m\\xe5nga avdelningar som k\\xe4mpar med att navigera i m\\xf6jligheterna som generativ AI medf\\xf6r.\"}),/*#__PURE__*/e(\"p\",{children:\"De fr\\xe4msta anledningarna till detta inkluderar de h\\xf6ga kostnaderna relaterade till generativa AI-funktioner, utmaningen att best\\xe4mma vart man ska b\\xf6rja och slutligen att f\\xf6rst\\xe5 hur man ber\\xe4knar en korrekt avkastning p\\xe5 investeringen (ROI), vilket kan vara en sv\\xe5r och tidskr\\xe4vande uppgift.\"}),/*#__PURE__*/t(\"p\",{children:[\"F\\xf6r att s\\xe4kerst\\xe4lla m\\xe4tbara och snabba resultat, s\\xe5 borde ni fokusera p\\xe5 era initiala investeringar och l\\xe5gt h\\xe4ngande frukt, och ut\\xf6ka era investeringar allt eftersom tekniken mognar. P\\xe5 s\\xe5 s\\xe4tt h\\xe5ller ni kontinuerligt koll p\\xe5 kostnaderna och \\xf6kar era chanser att g\\xe5 bortom \",/*#__PURE__*/e(\"em\",{children:\"proof of concept\"}),\" (POC)-stadiet.\"]}),/*#__PURE__*/t(\"p\",{children:[\"P\\xe5 grund av den om\\xe5ttliga m\\xe4ngden pengar och tid som investeras i AI, s\\xe5 \\xe4r det naivt att anta att ni inte kommer att g\\xf6ra misstag eller att ni direkt kommer att f\\xe5 en positiv avkastning p\\xe5 er investering \u2013 eller till och med inom de f\\xf6rsta 6 m\\xe5naderna. 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Typically, 50-70% of all conversations would be grouped into this category.\"}),/*#__PURE__*/e(\"p\",{children:\"The remaining 3-5% fall into the medium-complexity category.\"}),/*#__PURE__*/e(\"p\",{children:\"After categorizing their conversations, the organizations can create a plan to determine which calls should be handled by Artificial Agents and which should be handled by human agents.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Getting started\"}),/*#__PURE__*/e(\"p\",{children:\"Always start with your low-complexity calls, as these are ideally handled by Artificial Agents, given that they do not require any system integrations and are generally easy to resolve. Concrete examples of conversations in this category include calls where customers have experienced log-in issues, have expressed billing concerns, or want to update key information.\"}),/*#__PURE__*/e(\"p\",{children:\"As you progress and are successful in using Artificial Agents to handle your low-complexity calls, you can integrate your Artificial Agents with more and more systems. Such integrations will enable them to also handle medium-complexity calls \u2013 and in some cases, even select high complexity calls.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"What to look out for\"}),/*#__PURE__*/e(\"p\",{children:\"It is important to remember that customer inquiries will evolve over time and that your Artificial Agents' approach should do the same.\"}),/*#__PURE__*/e(\"p\",{children:\"Therefore, you should ensure that your Artificial Agents learn from your human agents so they can adjust their approach and develop new skills accordingly. 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Ist\\xe4llet s\\xe5 kan de Artificiella Agenterna nu rutinm\\xe4ssigt filtrera och sammanfatta relevant information och leverera det p\\xe5 ett s\\xe4tt som \\xe4r enkelt f\\xf6r kunder att f\\xf6rst\\xe5.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"Att best\\xe4mma sig f\\xf6r r\\xe4tt tillv\\xe4gag\\xe5ngs\\xe4tt\"}),/*#__PURE__*/e(\"p\",{children:\"Trots de senaste tekniska framstegen, s\\xe5 \\xe4r det m\\xe5nga organisationer som fortfarande inte lyckas f\\xe5 saker r\\xe4tt, d\\xe5 de saknar en klar strategi f\\xf6r hur de vill anv\\xe4nda AI f\\xf6r att f\\xf6rb\\xe4ttra kundupplevelsen hos dem. \\xa0\"}),/*#__PURE__*/e(\"p\",{children:\"Den huvudsakliga orsaken till att detta h\\xe4nder, \\xe4r p\\xe5 grund av att de tenderar att ha en teknik-f\\xf6rst strategi d\\xe4r de rusar in, drivna av den tekniska hypen som uppst\\xe5tt, FOMO och en \\xf6nskan att inte f\\xf6rlora konkurrensf\\xf6rdelar. 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Detta tillv\\xe4gag\\xe5ngs\\xe4tt medf\\xf6r dock en betydande risk att frustrera kunder, genom att inte f\\xf6rse dem med vad de beh\\xf6ver, och ta i fr\\xe5n dem den m\\xe4nskliga interaktionen som \\xe4r avg\\xf6rande i vissa tj\\xe4nsteinteraktioner.\"}),/*#__PURE__*/e(\"p\",{children:\"F\\xf6r att undvika detta scenario och s\\xe4kerst\\xe4lla att era konversationer alltid h\\xe5ller enh\\xf6g kvalitet, s\\xe5 rekommenderar vi att ni tar ett steg tillbaka och utvecklar enstrategi baserat p\\xe5 insikter fr\\xe5n data baserat p\\xe5 era kundinteraktioner.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"Att implementera en strategi som drivs av insikter fr\\xe5n er data\"}),/*#__PURE__*/e(\"p\",{children:\"Organisationer som v\\xe4ljer en strategi som \\xe4r baserad p\\xe5 deras egna data, b\\xf6rjar med att f\\xf6rst skapa en f\\xf6rst\\xe5else f\\xf6r anledningarna till att kunder h\\xf6r av sig och deras fr\\xe5gor. \"}),/*#__PURE__*/e(\"p\",{children:\"Detta g\\xf6r de genom att f\\xf6rst analysera alla samtal s\\xe5 att de kan grupperas i specifika kategorier och sedan best\\xe4mma vilka av dessa samtal som de skulle f\\xf6redra atten m\\xe4nsklig agent hanterar.\"}),/*#__PURE__*/t(\"p\",{children:[\"Nedan f\\xf6ljeren beskrivning av typiska samtal som kommer in till en organisation:\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"p\",{children:\"20-35% av alla samtal best\\xe5r av \\xe5terkommande samtal, upps\\xe4gningssamtal, s\\xe4ljsamtal och samtal d\\xe4r det finns mer f\\xf6rs\\xe4ljningsm\\xf6jligheter. 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Dessa samtal st\\xe5r vanligtvis f\\xf6r 5-10% av alla registreradesamtal. \"}),/*#__PURE__*/e(\"p\",{children:\"Capturi definierar dessutom ocks\\xe5 samtal med h\\xf6g komplexitet som konversationer som \\xe4r betydligt l\\xe4ngre \\xe4n de genomsnittliga samtalen, och d\\xe4r agenter beh\\xf6ver anv\\xe4nda flera olika system f\\xf6r att kunna ge ett korrekt svar. 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But it can be hard to keep pace with the many advancements \u2013 let alone predict future tendencies. In close collaboration with customer service thought leader, futurist, and Forbes contributor, Adrian Swinscoe, we have produced the following article to highlight three relevant predictions and help you navigate the challenges ahead.\"})});export const richText44=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"As one of the most prominent customer experience thought leaders, Adrian Swinscoe has a wide range of knowledge about current and new trends within the field of customer service.\\xa0\"}),/*#__PURE__*/e(\"p\",{children:\"Through his work as a Forbes contributor, thought leader, futurist, and advisor, he has researched and analyzed which kinds of challenges and opportunities customer service directors face in their daily work.\"}),/*#__PURE__*/t(\"p\",{children:[\"Therefore, the following predictions are based not only on his extensive expertise but also on contributions from more than 140 customer service and experience leaders and professionals. \",/*#__PURE__*/e(n,{href:\"https://www.forbes.com/sites/adrianswinscoe/2023/12/18/15-customer-experience-predictions-for-2024/\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!0,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"You can read the original article here.\"})})]})]});export const richText45=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"The hype around generative AI will continue\"}),/*#__PURE__*/t(\"p\",{children:[\"One of the most important predictions of 2024 concerns the developments within generative AI, which has rapidly transformed from being a mere \",/*#__PURE__*/e(\"em\",{children:\"nice-to-have\"}),\" technology to a necessity for companies of all sizes.\\xa0\"]}),/*#__PURE__*/e(\"p\",{children:\"If you want to be successful in your work with generative AI, you must choose your partners and use cases carefully and lean into the exciting possibilities without getting carried away by the hype. Because while AI has raised the bar for what is possible to successfully automate, there are still many pitfalls \u2013 and it is important to keep in mind that the gap between good and bad AI will widen. \"}),/*#__PURE__*/t(\"p\",{children:[\"One of the big mountains to climb with generative AI within customer service is the application of \",/*#__PURE__*/e(n,{href:\"https://www.capturi.com/post/technology-vs-value-a-practical-guide-to-using-ai-in-customer-service\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!0,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"Artificial Agents\"})}),\" for both voice and text channels. To avoid compromising conversation quality while still tapping into the many possibilities that generative AI offers, organizations should start by having artificial agents handle your low-complexity conversations. Then, you can gradually move on to automating more complex calls.\"]}),/*#__PURE__*/e(\"p\",{children:\"Based on data from 35 M customer conversations, Capturi\u2019s analysis shows that between 5-15% of all calls can typically be categorized in a low-complexity group. These types of conversations require no system integrations, are simple, and are often shorter than regular ones. Therefore, they are easy for artificial agents to handle and will offer measurable results right away.\"}),/*#__PURE__*/e(\"p\",{children:/*#__PURE__*/e(n,{href:\"https://www.capturi.com/post/technology-vs-value-a-practical-guide-to-using-ai-in-customer-service\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!0,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"If you want to know more about artificial agents, their possibilities and pitfalls, we have created a guideline for how to successfully implement them without compromising quality.\"})})}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"Organizations will experience difficulties with generative AI investment returns\"}),/*#__PURE__*/t(\"p\",{children:[/*#__PURE__*/e(n,{href:\"https://finans.dk/tech/ECE16938550/danske-virksomheder-tror-paa-revolution-med-den-nye-boelge-af-kunstig-intelligens-men-de-faerreste-er-i-gang-for-alvor/\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!0,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"Research from Boston Consulting Group\"})}),\" shows that a whopping 81% of Danish leaders are confident that generative AI will positively affect their businesses. However, a mere 5% have moved beyond early pilot projects.\"]}),/*#__PURE__*/e(\"p\",{children:\"Even though customer service is considered one of the areas that is most likely to benefit from this new technology, many departments are still struggling to navigate the opportunities.\"}),/*#__PURE__*/e(\"p\",{children:\"The main reasons for this include the high costs of generative AI features, the challenge of determining where to start, and, finally, figuring out how to calculate an accurate return on investment (ROI), which can be a difficult and time-consuming task. \"}),/*#__PURE__*/e(\"p\",{children:\"To ensure measurable and fast results, you should focus your initial investments on quick wins and low-hanging fruit and expand investments as the technology matures. This way, you continuously keep track of costs and increase your chances of going beyond the proof of concept (POC) stage.\\xa0\"}),/*#__PURE__*/t(\"p\",{children:[\"Due to the excessive amount of money and time invested in AI, it will be naive to assume that you will not make mistakes or that you will get a positive return on your investment right away \u2013\\xa0or even within the first 6 months. But keep in mind that it is okay to fail where it \",/*#__PURE__*/e(\"em\",{children:\"does not matter\"}),\", but critical to succeed where it matters the most for your business.\"]}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h2\",{children:\"Employee experience is becoming increasingly important\"}),/*#__PURE__*/e(\"p\",{children:\"We often discuss the significance of increasing customer satisfaction and creating better experiences. However, keeping employees motivated and satisfied is equally important.\"}),/*#__PURE__*/e(\"p\",{children:\"Employee experience is particularly important because customers' and employees' experiences are interconnected and influence each other. For instance, our research shows that when employees use positive words during a conversation, it leads to a 15% increased customer sentiment score.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h2\",{children:\"How to work with these predictions\"}),/*#__PURE__*/e(\"p\",{children:\"In general, our predictions for this year revolve around new technologies, increased efficiency, and employee experiences.\"}),/*#__PURE__*/t(\"p\",{children:[\"While a one-size-fits-all technological solution is yet to be developed to fully automate customer inquiries and free up time for your employees to improve, you can still benefit from AI. In close collaboration with \",/*#__PURE__*/e(n,{href:\"https://www.adrianswinscoe.com/\",motionChild:!0,nodeId:\"bzq7A4XaF\",openInNewTab:!1,scopeId:\"contentManagement\",smoothScroll:!1,children:/*#__PURE__*/e(i.a,{children:\"Adrian Swinscoe\"})}),\", we have created an article that guides you through the potential pitfalls of developing voice and chatbots.\"]})]});export const richText46=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Every day, customer service departments gain access to valuable knowledge about how customers experience your product or service. Yet customer service directors do not always have a seat at the table when important decisions are made. And that is a shame. Because every single customer conversation contains valuable insights that can be used to improve customer experience.\"})});export const richText47=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"Conversations containing product feedback\"}),/*#__PURE__*/e(\"p\",{children:\"When customers contact your customer center with comments about your product, it is important that your staff take it seriously and log the information on an ongoing basis so that your product department gets customer feedback right away.\"}),/*#__PURE__*/e(\"p\",{children:\"Not only does this make customers feel understood, but if many customers have issues with your product, it is also critical for your reputation. So make sure your product team knows where customers are actually experiencing problems so they can resolve them quickly.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Share knowledge about customers\u2019 payment problems\"}),/*#__PURE__*/e(\"p\",{children:\"Customers who mention payment issues during a customer conversation are 35% more likely to express dissatisfaction. And when you add to that the fact that 9% of all customers have problems understanding or paying their bill, it is time to pass this information on to other departments.\"}),/*#__PURE__*/e(\"p\",{children:\"Along with the rest of the management team, knowledge about payment will allow you to launch initiatives such as \u2026\"}),/*#__PURE__*/t(\"ul\",{children:[/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/e(\"p\",{children:\"regularly updated self-service pages\"})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/t(\"p\",{children:[\"timely payment reminders by email or text message with a detailed explanation of how to pay\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]})}),/*#__PURE__*/e(\"li\",{\"data-preset-tag\":\"p\",children:/*#__PURE__*/t(\"p\",{children:[\"updated payment systems that make it easier for the customer to pay invoices on time\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]})})]}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Share knowledge about self-service inquiries\"}),/*#__PURE__*/e(\"p\",{children:\"The self-service page is made for customers, so it makes sense to give them a decisive voice when updating the content.\"}),/*#__PURE__*/e(\"p\",{children:\"We estimate that around 2 million customers each year mention self-service when they call Danish customer service centers. This means that 2 million customer conversations could have been avoided if the self service solutions were fully updated.\"}),/*#__PURE__*/e(\"p\",{children:\"To avoid this type of call, it is important to have structured meetings with other department directors on a weekly basis. This way, you can ensure that all departments are up to date with the most important calls in the here and now.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Learn how to position yourself from your competitors\"}),/*#__PURE__*/e(\"p\",{children:\"On average, 9% of Scandinavian customers mention competitors when calling a customer service center. Often this is because the customer expresses that they are dissatisfied with a given service or product.\"}),/*#__PURE__*/e(\"p\",{children:\"Fortunately, you do not need to invest in expensive market reports to get an even better insight into your competitors' practices. Gathering all information directly from your customers gives you a reliable basis for comparison from the point of view of your target audience.\"}),/*#__PURE__*/e(\"p\",{children:\"Let us say you are a department manager in a company that sells groceries. Here, we have generally seen a tendency for customers to mention competitors in relation to quality or shelf life. In this situation, it would be important that you respond to these requests by positioning yourself on price and sustainability, or by expanding and replacing parts of your product range to match customer expectations.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Identify login problems\"}),/*#__PURE__*/e(\"p\",{children:\"Unfortunately, technical errors happen from time to time, and they can affect all kinds of organizations. So if your company has a login system, it's important that you have a plan for how to quickly relay information about login errors to the department responsible for developing and maintaining your website.\"}),/*#__PURE__*/e(\"p\",{children:\"In general, there is a big difference in how good departments are at passing on this type of information, but we see that it pays off. If you are among the best at catching and solving login problems quickly, login inquiries only take up 0.5% of all calls, but if you are among the slowest, this type of call can take up as much as 10%.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Find out how often customers experience delivery problems\"}),/*#__PURE__*/e(\"p\",{children:\"Every year, couriers deliver more than 150 million parcels to Danish households. With so many deliveries, it is hard to avoid the occasional error, but your department can try to keep the number of inquiries to a minimum.\"}),/*#__PURE__*/e(\"p\",{children:\"As with all other data in your customer center, it is important that you collect and categorize delivery insights in a systematic way, so you know which types of problems customers most often mention.\"}),/*#__PURE__*/e(\"p\",{children:\"For instance, if customers generally experience a lot of problems with changing delivery times, you should pass the information to your communications department or suppliers so that you can agree to set up an automated SMS or email flow to ensure that customers are updated before they reach out to you.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"})]});export const richText48=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Customer service director from Danish media company Jysk Fynske Medier, Helle Olesen, explains that they have used empathy and positive language use to increase customer satisfaction by as much as 62 %.\"})});export const richText49=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"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\u2019s customer center: empathetic and positive language towards the customers.\"}),/*#__PURE__*/e(\"p\",{children:\"\u201CIt is important that we deliver good service in all calls \u2013 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,\u201D she says.\"}),/*#__PURE__*/e(\"p\",{children:\"Jysk Fynske Medier has used Capturi\u2019s conversation analysis technology to improve conversation quality, free up valuable time, and solve business-critical problems. Helle Olesen says: \u201CWe 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\u201D.\"}),/*#__PURE__*/e(\"p\",{children:'If companies do not have the ability to use assistive technologies to gain insights about their business, she has some advice: \u201CStandardize 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,\u201D she says, concluding, \u201COur 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.\"'})]});export const richText50=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"One of the most effective ways to optimize operations is by making it easier for both team leaders and employees to find information. Because when employees are helping customers with their customer service issues, having relevant information at their fingertips is often critical.\"})});export const richText51=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"Reduce the number of repeat calls\"}),/*#__PURE__*/e(\"p\",{children:\"Repeat calls are the type of calls where customers mention that they have previously spoken to someone in the company about the same issue. On average, about 10% of all calls in Scandinavian customer centers are repeat calls.\"}),/*#__PURE__*/e(\"p\",{children:\"Although your employees should try to resolve customers' problems during the first call, the vast majority of customers are generally patient. Therefore, customer satisfaction levels often remain unchanged during the first call back.\"}),/*#__PURE__*/e(\"p\",{children:\"However, if the customer phones your contact center 3 times or more with the same problem, the likelihood of dissatisfaction doubles \u2013 regardless of whether the customer's problem is resolved both quickly and professionally during the last call.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Minimize the call length\"}),/*#__PURE__*/e(\"p\",{children:\"Call length is one of the parameters by which many customer service companies measure their own performance. And while a longer conversation is not necessarily a bad quality when dealing with complex queries, it can have a bad effect on customer satisfaction when dealing with simple requests.\"}),/*#__PURE__*/e(\"p\",{children:\"For simple inquiries, a good rule of thumb is that your employees should strive not to have long conversations. Customer satisfaction in simple conversations drops by as much as 35% when the conversation is longer than 3 minutes.\"}),/*#__PURE__*/e(\"p\",{children:\"To minimize the conversation time, your employees can therefore benefit from practicing how to handle the 10 most typical inquiries both quickly and efficiently.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Reduce your employees' knowledge gaps\"}),/*#__PURE__*/e(\"p\",{children:\"On average, employees lack knowledge in 12% of their conversations, and in knowledge-intensive industries it is as high as 35%.\"}),/*#__PURE__*/t(\"p\",{children:[\"Luckily, there are several ways to reduce your employees\u2019 knowledge gaps. A quick win is to coach new employees more efficiently, as they often have significant knowledge gaps during the first 3 months. In general, you should get an overview of what problems each employee is struggling to solve. Based on these overviews, you can help them by providing access to concrete examples of good and efficient solutions or by continuously improving the systems they use for information retrieval.\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"p\",{children:\"Such measures can reduce the total conversation time by 10% in most departments.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Optimize coaching and onboarding processes\"}),/*#__PURE__*/e(\"p\",{children:\"One of the recurring themes in our analysis and advice is that you should continuously coach your employees so that their service level matches customer expectations. Therefore, employee coaching is also one of the most important focus points you should have when optimizing your operations.\"}),/*#__PURE__*/e(\"p\",{children:\"The best results come when your employees learn from those with more experience \u2013 because as employees have different skill levels and areas of expertise, there is often a lot of knowledge to be gained. Capturi's research shows that employees who actively focus on copying the techniques of their peers can increase customer satisfaction by up to 50%.\"})]});export const richText52=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"When you heighten customer satisfaction in your department, you also increase the likelihood that your customers remain loyal to your company, buy more often, and recommend your product to their friends. That is why customer service plays a crucial role in building a company\u2019s reputation. When companies measure customer satisfaction, they gain insight into what customers think about their services and products \u2013 and can easily pinpoint areas that need improvement.\"})});export const richText53=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"In today\u2019s competitive market, companies must prioritize customer satisfaction to build loyalty and drive growth. Higher satisfaction levels lead to increased customer retention, more frequent purchases, and positive word-of-mouth referrals, all of which contribute to a company\u2019s success.\"})});export const richText54=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"p\",{children:\"Customer satisfaction is a key metric to determine if an inquiry has been successfully resolved. Even if an issue is solved on the first call, customers may remember employees may remember bad experiences.\"}),/*#__PURE__*/e(\"p\",{children:\"Given its importance, the responsibility for maintaining high customer satisfaction should extend beyond customer service departments. From sales to customer success and technical support, customer experience should be prioritized.\"}),/*#__PURE__*/e(\"p\",{children:\"The satisfaction can be measured in several ways.\"}),/*#__PURE__*/e(\"p\",{children:\"One method is the Net Promoter Score (NPS), which reflects how likely customers are to recommend your product or service on a scale from 1 to 10. This score is collected by sending forms to customers immediately after a call.\"}),/*#__PURE__*/e(\"p\",{children:\"Customer satisfaction can also be measured by the number of churn rates or online reviews.\"}),/*#__PURE__*/e(\"p\",{children:'Another way to evaluate satisfaction is through customer sentiment tracking. By using conversational AI software, you can automatically analyze how customers communicate and assign sentiment scores based on their language. For instance, phrases like \"Perfect,\" \"Fantastic,\" \"Thank you so much,\" or \"That was really helpful\" result in higher sentiment scores.'}),/*#__PURE__*/e(\"p\",{children:\"The insights in this article are based on sentiment scores from 35 million customer conversations across Scandinavian contact centers.\"})]});export const richText55=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h2\",{children:\"Make a good first impression\"}),/*#__PURE__*/e(\"p\",{children:\"The beginning of each conversation sets the tone for the rest of the conversation. When employees start the conversation in a polite way, they increase the likelihood of customers expressing high satisfaction by 5%.\"}),/*#__PURE__*/e(\"p\",{children:'But how exactly do you make good first impression in customer conversations? As a general rule, it is important to make the customer feel welcome. For example, you should not start a conversation with a short, impersonal greeting like \"Capturi, this is Jacob\" or \"Capturi customer service, hello.\" Instead, you should use phrases such as: \"Welcome to Capturi, you are speaking with Jacob.\"'}),/*#__PURE__*/e(\"p\",{children:\"Starting the conversation with a warm welcome not only boosts customer satisfaction but also enhances the overall experience for your customers. In 2022, only 35% of employees welcomed customers. Therefore, there is a significant potential to differentiate your service from your competitors\u2019.\"}),/*#__PURE__*/e(\"h2\",{children:\"Initiate dialogues early in the conversation\"}),/*#__PURE__*/e(\"p\",{children:\"Just like good first impressions, early dialogues are crucial to the flow of the conversation. When employees initiate a dialogue early in the conversation, they not only put the customer's problem at the center of the conversation, but also reduce the call duration significantly.\"}),/*#__PURE__*/t(\"p\",{children:[\"The best way to start a dialogue is to ask, \u201CHow can I help you?\u201D or \u201CWhat can I do for you?\u201D which increases the likelihood of satisfied customers by an average of 25%.\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"h2\",{children:\"Show genuine empathy and compassion\"}),/*#__PURE__*/e(\"p\",{children:\"Empathic phrases are a common part of the most successful interactions. In fact, employees increase the likelihood of heightening customer satisfaction by more than 15% when they use empathic phrases.\"}),/*#__PURE__*/e(\"p\",{children:\"In addition, it is proven to be a particularly effective way to turn dissatisfied customers into brand ambassadors who are likely to recommend your product to friends, family, and acquaintances.\"}),/*#__PURE__*/e(\"p\",{children:'Generally, customers respond positively to these expressions because there is a clear difference between saying, \"Okay, let\\'s look at it,\" and using empathetic phrases like, \"I understand\" or \"I agree with you.\"'}),/*#__PURE__*/e(\"p\",{children:\"The improvement potential is huge, as empathic phrases are only mentioned in around 26% of all conversations.\"}),/*#__PURE__*/t(\"p\",{children:[\"If your team performs better than that, you are already significantly ahead of competitive brands.\",/*#__PURE__*/e(\"br\",{}),\"\u200D\"]}),/*#__PURE__*/e(\"h2\",{children:\"Be positive and optimistic\"}),/*#__PURE__*/e(\"p\",{children:\"Just as with empathic expressions, it is also important to plan how to include positive phrases in customer conversations. \"}),/*#__PURE__*/e(\"p\",{children:'You can increase customer satisfaction by as much as 15% by replacing phrases such as \u201CI understand that you think this is an illogical structure\u201D with positive phrases such as \u201CThank you for your feedback. We are continuously working to improve the website.\u200D\"'}),/*#__PURE__*/t(\"p\",{children:[\"Despite the huge potential of focusing on the positive angle, only about 33% of employees actively use positive phrases in customer conversations.\",/*#__PURE__*/e(\"br\",{}),/*#__PURE__*/e(\"br\",{className:\"trailing-break\"})]}),/*#__PURE__*/e(\"h2\",{children:\"Leave a positive last impression\"}),/*#__PURE__*/e(\"p\",{children:\"Ending conversations with phrases like \u201CBye!\u201D, \u201COkay, thanks for calling,\u201D, or \u201CSounds good, goodbye!\u201D might not leave your customers with the best impression.\"}),/*#__PURE__*/e(\"p\",{children:\"While polite endings alone might not boost customer satisfaction, combining them with empathy, good dialogue, and a polite introduction can lead to a high-quality interaction.\"}),/*#__PURE__*/e(\"p\",{children:\"Instead, employees should focus on following up on the good experience. This can be done with phrases such as \u201CHave a nice day!\u201D, \u201CI\u2019m glad I could help,\u201D or \u201CI\u2019ll get back to you when I know more. Have a great day!\u201D\"})]});export const richText56=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"It has become increasingly popular to handle customer inquiries through chat, email, or online banking systems. It is not only a useful method to learn more about your customer inquiries, but also serves as a shortcut for automating responses, prioritizing inquiries, and understanding the relationship between text and phone interactions better.\"})});export const richText57=/*#__PURE__*/t(a.Fragment,{children:[/*#__PURE__*/e(\"h3\",{children:\"Identify and prioritize which inquiries require your immediate attention\"}),/*#__PURE__*/e(\"p\",{children:\"Many customer service departments face challenges in keeping pace with the many email and chat inquiries they receive on a daily basis.\"}),/*#__PURE__*/e(\"p\",{children:\"Currently, customer service departments handle inquiries in the order they are received. This means that some customers end up waiting days or weeks to get a reply to a question that may not be relevant anymore.\"}),/*#__PURE__*/e(\"p\",{children:\"But when you group inquiries based on urgency, you can prioritize inquiries from frustrated customers or those who need quick responses.\"}),/*#__PURE__*/e(\"p\",{children:\"This prioritization reduces waiting time, lowers the risk of worsening critical issues, and makes it easier to turn bad experiences into good ones.\\xa0\"}),/*#__PURE__*/e(\"h3\",{children:/*#__PURE__*/e(\"em\",{children:\"An illustrative example:\"})}),/*#__PURE__*/e(\"p\",{children:\"While some generic questions can wait, requests from customers who need to cancel or reschedule their appointments are often urgent. If no one from your department respond to such a conversation before the date of the appointment, you risk losing money and wasting valuable resources.\"}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h3\",{children:\"Improve your use of email templates\"}),/*#__PURE__*/e(\"p\",{children:\"Generally, templates work well for responding to simple customer inquiries in a quick and efficient way. But building and maintaining them can be both costly and time-consuming.\"}),/*#__PURE__*/e(\"p\",{children:\"Once your department has decided to develop a set of templates, it is a good idea to periodically review when and how often these templates are used, and how effective they are at resolving the customer's issue.\"}),/*#__PURE__*/e(\"p\",{children:\"This approach makes it easier for you to create even more efficient templates and discard those that are rarely used or prove to be inadequate.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"What causes long conversations?\"}),/*#__PURE__*/e(\"p\",{children:\"While templates serve as a first line of response to customer inquiries, there are instances where they fall short, and the intervention of human agents is necessary for a more nuanced resolution.\"}),/*#__PURE__*/e(\"p\",{children:\"But even though this may heighten the inquiry handling time, text analytics can help provide an overview of why some conversations are longer than others. For instance, there is a significant difference between long conversations due to complex queries, lack of employee knowledge, customer frustration, or something entirely different.\"}),/*#__PURE__*/e(\"p\",{children:\"Once you have identified the root causes to longer conversations, you can proactively coach your employees or refine your approach to handling them in the right way. \"}),/*#__PURE__*/e(\"p\",{children:\"Ultimately, this approach will enhance both customer and employee experiences.\"}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h3\",{children:\"Unlock customer insights across your company\"}),/*#__PURE__*/e(\"p\",{children:\"There are times where customer service departments receive the same questions from customers. 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This is because it can collect, quantify, and analyze large amounts of data, and it can enlighten you on where to invest your time, money, and resources to get the best output.\"}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h3\",{children:\"Worth knowing about text analytics\"}),/*#__PURE__*/e(\"p\",{children:\"There are several considerations worth taking into account before you start working with text analytics. \"}),/*#__PURE__*/e(\"p\",{children:\"Generally, when implementing behavioral changes, it is important to focus your efforts on individual use cases one at a time. This approach helps you gradually build habits and behaviors, which lays the foundation for creating even better experiences.\"}),/*#__PURE__*/e(\"p\",{children:\"\\xa0\"}),/*#__PURE__*/e(\"h3\",{children:\"Interested in learning more about conversational AI?\"}),/*#__PURE__*/e(\"p\",{children:\"Are you curious about how you can gain even more value from your customer conversations via phone or email?\"}),/*#__PURE__*/e(\"p\",{children:\"We are always ready to initiate more valuable discussions that can assist you in achieving your dreams and ambitions.\"})]});export const richText58=/*#__PURE__*/e(a.Fragment,{children:/*#__PURE__*/e(\"p\",{children:\"Improving customer journeys goes way beyond merely optimizing customer satisfaction, efficiency, and retention levels. 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You can not only use this knowledge to base new initiatives on customer feedback, but you can also use it to proactively prevent churn, as there are often clear indicators among customers deciding to cancel subscriptions or services.\"}),/*#__PURE__*/e(\"p\",{children:\"In close collaboration with several customer service departments, we have identified early signs of churn. 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Also, showing empathy can raise customer satisfaction levels by as much as 15%.\"}),/*#__PURE__*/e(\"p\",{children:\"Even though a high sentiment score in itself cannot prevent churn, it can contribute to strengthen customer experiences and relationships. Also, a friendly approach can help ensure that customers speak positively about your product or service levels to their friends, family, and acquaintances.\"}),/*#__PURE__*/e(\"p\",{children:\"\u200D\"}),/*#__PURE__*/e(\"h3\",{children:\"Use the knowledge gained from customer conversations\"}),/*#__PURE__*/e(\"p\",{children:\"Proactively preventing churn is not only about helping customers via phone, chat, or email \u2013 it also regards preventing customers from contacting your customer center in the first place.\\xa0\"}),/*#__PURE__*/e(\"p\",{children:\"Because in every conversation, you get valuable insights into your customers' needs, wishes, and attitudes. 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But at the beginning of 2023, they decided to establish their own in-house customer center.\"}),/*#__PURE__*/e(\"p\",{children:\"So in February 2023, they onboarded a new team of agents who were immediately given access to Capturi's conversational AI\\xa0platform. This allowed all newly hired customer service agents to listen to good examples of successful conversations early in their employment and learn from them.\"}),/*#__PURE__*/e(\"p\",{children:\"At the same time, the management created a dashboard designed to offer a continuous overview of which agents most often seek information from colleagues or through systems. 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