Guide: How to use conversation analysis to improve customer satisfaction

When working in customer service, it can be difficult to get a full overview of what behaviors contribute to higher customer satisfaction. The conversation analysis software Capturi analyzes more than 15 million customer conversations yearly and turns them into actionable advice. Capturi’s conversation analysis expert, Jacob Opstrup, will walk you through how you can use data to get more value from your customer conversations.

Simple things make a big difference

According to Jacob Opstrup, it can be easy to improve customer experiences when you know what works. “If your department invests in the right tools, you will quickly be able to identify situations where agents can improve their communication with the customers. Both on an individual level and across the department”.

Data from Capturi show that there are several low-hanging fruits that can improve the way companies interact with their customers. For example, you can increase customer satisfaction by as much as 15% by using empathetic phrases. Examples include “I get that” and “I understand that”.

Behavioral changes are difficult

Once you know what to say in customer conversations, you can facilitate behavioral change across departments.

According to Jacob Opstrup, behavioral change is first and foremost about understanding “what good looks like” and getting everyone on the journey: “We experience that data and insights is the strongest lever to align the organization towards the same goals”. He points out that it is important that agents are given the right tools to change their behavior and that behavior change often becomes easier over time when agents see that their work is paying off.