Capturi for customer service reps
Gain insights on how to achieve higher customer satisfaction, reduce the number of customer calls, and save valuable time on documentation and quality assurance.
Based on your own data, you can gain unique insights into the most common customer questions and your team’s best techniques, while providing ongoing, direct coaching to individual customer service reps.
Learn more about how we can help you streamline your customer service team here.
Capturi for sales reps
Increase your close rate with qualitative insights into your sales calls while ensuring compliance and saving valuable time.
Gain insight on the techniques of your best sales reps, make sure the sales team is following their scripts, and provide quick and effective feedback directly to the individual sales rep.
Learn more about how we can help you streamline your sales department here.
Capturi’s four use cases
Capturi is an intuitive plug-and-play platform that can be integrated directly to your dialer solution. Using speech analytics, statistical analysis, machine learning, and speech recognition, your customer conversations are analysed and processed while being recorded.
This allows you to quickly and effectively respond to customer enquiries, and coach based on insights and trends.
Capturi operates within 4 use cases:
Voice of the Customer
Gain valuable insight into the most important subjects and issues your customers are calling in about and what matters most to the in this very moment.
This gives you a unique possibility to address these subjects by continuously implementing specific guidelines and tangible suggested solutions. Also, it gives you the opportunity to collect your customers’ most frequent questions in a FAQ or support site, so customers can easily find the answers themselves.
This results in a better and more efficient customer experience, fewer customer calls, and improved NPS.
Voice of the Agent
Find out what creates good customer conversation and get the opportunity to dynamically and constantly develop best practices based on the techniques of your most successful reps.
Capturi brings you closer to your customers. Provide quick and concrete feedback to each rep so they know what is working particularly well and what they need to improve.
This will ensure the quality of your team’s customer meetings and the development of your employees.
Coaching og onboarding
Save valuable time and resources, and copy the techniques of your best employees across your team.
With Capturi, you can streamline and concretize your feedback for each team member and ensure new reps only have access to hear – and learn from – your successful conversations.
This way, you will create higher employee satisfaction, ensure faster onboarding, and achieve a higher win rate.
All your customer converations are documented. This makes it easy to ensure that your reps know what to say in certain situations, and that they are following your agreements or playbook.
This makes it easy to document your compliance and ensure a focus on quality – especially when working remotely.
Customer insights and onboarding using Capturi
- Data-driven insight into customer inquiries
- Reduction in the number of inquiries as a result of improvement initiatives
- +60% improvement in the number of security questions asked
- +15% improvement in responsiveness to customers
View the entire case here
Lunar is experiencing tremendous growth in customers after receiving their banking license and launching their business product. This growth has led to a large increase in customer phone inquiries, as well as the need to recruit and onboard many new employees for a complex industry.
How Capturi supports:
Lunar uses Capturi for multiple different use cases. Primarily, Capturi is used to identify the most important issues that customers are calling about. Once Lunar identifies these issues, call reduction initiatives are launched to ensure an efficient customer center and great customer experiences.
In addition to customer insights, Lunar also uses Capturi to onboard new employees. This is mainly done by using the library feature to create examples of best practices in different areas. This has made the onboarding process both more streamlined and more efficient.
Effective onboarding and knowledge sharing using Capturi
- 40% less time spent on onboarding
- 20% better performance
- 15% less turnover
These are some of the results Peak Marketing has achieved among their new reps after having implemented Capturi
View the entire case here
Peak Marketing’s employees are geographically dispersed throughout the world. As a result, it can be difficult to be close to each rep and provide ongoing feedback. Also, it is challenging to onboard new employees when they are not physically present. Especially in a call center, where onboarding and training new employees has traditionally been done through methods such as listening to more experienced reps.
How Capturi helps:
Peak Marketing uses Capturi’s intuitive library feature to create examples of ‘best practice’ in different areas. This has streamlined and simplified both their onboarding process and ongoing training and knowledge sharing within the organization. Specifically, Peak Markting used Capturi’s AI-powered platform to create a catalog of examples from specific conversations in areas that are important to the company. Areas such as:
- Product descriptions
- Objection handling
- How to talk about pricing
- Good ways to start or end a conversation
- How to answer the most common questions
Both new and more experienced employees always have the library at hand when inspiration is needed, or knowledge needs to be shared in a distributed workplace.
Industries that use Capturi:
From call recordings to valuable insights
Capturi is a dynamic software that is continuously improved and changed in line with customer needs. Join us behind the scenes of Capturi and learn how conversations are transformed into valuable and business-specific insights
A selection of our integrations
HOW CAN WE HELP YOU?
Are you responsible for the sales, customer service or service desk department in your organisation?
And are you curious about how to best optimize your customer conversations using data-driven insights?