Customer Service receives award for top performance
JYSK’s customer service departments have been recognised as top-performing in the B2C (business-to-consumer) area by Capturi thanks to their great customer satisfaction scores.
This achievement is powered by the feedback received from JYSK customers, who frequently describe their experiences with words like "awesome," "perfect," and "I really appreciate that."️
Using Capturi’s AI-driven speech analytics tool, JYSK has gained valuable insights to improve customer interactions across these seven countries: Sweden, Denmark, Finland, Norway, Poland, the Netherlands, the United Kingdom, and Ireland.
Capturi is a conversational AI software, designed to automatically analyse a company's interactions with customers. This advanced AI solution gives unique insights that can be quickly translated into measurable value.
Driving efficiency and quality
Filip Stertman, Customer Service Manager at JYSK Sweden, who has been working with Capturi for two years, is very pleased with the system:
“The biggest advantage of Capturi is that it helps us to be more time-efficient and improves the quality of coaching and developing our team. This has led to better customer satisfaction and stronger results on all of our KPIs. Capturi has also played a large role in improving our processes at JYSK, helping us identify pain points in our customer journeys. By addressing these, we ensure the best possible experience for our customers,” says Filip.
The system has supported their daily work and contributed to the development of both the department and JYSK as a whole.
“Focus creates results, and it’s clear that the significant efforts in these countries to utilise AI-driven tools have paid off. It has positively impacted our customer satisfaction scores, enabling Customer Service Managers to quickly identify areas for improvement and deliver better experiences without relying on manual methods,” says Tanja Ammentorp, Customer Service Director at JYSK.
Looking ahead, JYSK plans to roll out Capturi in Spain to extend its impact on customer service operations. Additionally, the system will be tested on email and chat functions.
