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Capturi's Knowledge Universe
Recommended
How to gain more influence as a customer service director
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.
Knowledge sharing
Customer case: How Jysk Fynske Medier increased customer satisfaction by 62%
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 %.
Customer cases
How to create better dialogues and increase customer satisfaction by 20-40%
When you increase customer satisfaction in your department, you also increase the likelihood that your customers will 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’s reputation. So, when companies measure their customer satisfaction, they get an indication of what customers think about their services and products – and where there is room for improvement.
Customer satisfaction
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Automate workflows
Increased efficiency
Share valuable knowledge
Customer retention
Customer cases
Customer satisfaction
Whitepapers
Press
LinkedIn
Technology vs value: a practical guide to using AI in customer service
It is fair to say that Artificial intelligence (AI), and in particular generative AI, has taken the world by storm over the last 18 months, and one of the first organizational areas to benefit from implementing this new technology is likely to be customer service, as it offers clear customer, employee, and business benefits.
Automating workflows
How to create better dialogues and increase customer satisfaction by 20-40%
When you increase customer satisfaction in your department, you also increase the likelihood that your customers will 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’s reputation. So, when companies measure their customer satisfaction, they get an indication of what customers think about their services and products – and where there is room for improvement.
Customer satisfaction
Guide: The power of text analytics
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.
Streamlining processes
How to use customer conversations to predict churn
Improving customer journeys goes way beyond merely optimizing customer satisfaction, efficiency, and retention levels. It also includes the proactive identification of customers at risk of churning, which ultimately makes it easier for your agents to proactively address issues before they escalate.
Streamlining processes
Automation of call reasons saves Norlys €160,000 annually
Automating overviews over call reasons has saved the Danish energy company Norlys €160,000 annually. Read more about how automating workflows can help you get results.
Automating workflows
How dialogues help increase customer satisfaction
When you start your customer conversations by inviting a good dialog with your customers, you can increase customer satisfaction by up to 15%. Read more about how to start good conversations here.
Customer satisfaction
Save valuable conversation time by facilitating information search
Every time you have to search for information in your customer conversations, you increase the probability of getting a dissatisfied customer by about 23%. Get more insights here.
Streamlining processes
Resolve simple queries in under 3 minutes and increase customer satisfaction
It does matter whether you solve the customer's problem slowly or quickly. If your conversation is longer than 3 minutes, you increase the likelihood of a dissatisfied customer by 25%. Read more here.
Streamlining processes
Customer case: Apoex's journey from outsourcing to own customer center
Apoex decided at the beginning of 2023 to set up their own customer center and have used Capturi to continuously quality assure and facilitate the information search process for their employees. As a result of their work, in just one month they have halved the number of information searches in systems or with colleagues.
Customer cases
Customer case: How conversational AI enhances the understanding of Folkspel's customer journey
Folkspel has successfully gathered valuable insights from its sales and customer service departments. This approach provides an overview of the customer journey, starting from the initial interaction and extending throughout ongoing conversations.
Customer cases
Customer case: How Jysk Fynske Medier increased customer satisfaction by 62%
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 %.
Customer cases
How to optimize operations and achieve savings
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.
Streamlining processes
How to gain more influence as a customer service director
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.
Knowledge sharing
Customer case: How Jyllands-Posten facilitates behavioral changes
Behavioral change in customer centers is a tricky thing to implement. Therefore, it is important to give employees the right tools to improve and create good results. Jyllands-Posten's customer service has used Capturi's conversation analysis to facilitate behavioral changes and make it easier for both customers and employees to get good experiences.
Customer cases
How to get insights into your retention calls
When you inquire about why your customers are considering canceling their subscription, you gain access to valuable knowledge about your customers' considerations and increase the chances of retaining them. Learn more about how you can improve your retention conversations here.
Customer retention
How to avoid repeat calls in the customer center
When customers call your customer service more than twice, you're 54% more likely to have dissatisfied customers. Learn how to avoid them here.
Streamlining processes
Increase the likelihood of satisfied customers by using positive expressions
Did you know that you can get 15% more satisfied customers by replacing boring phrases with positive ones? Learn how here.
Customer satisfaction
How to increase customer satisfaction by 15% through empathy
Empathy is one of the most effective tools for increasing customer satisfaction. By using empathetic phrases in your customer conversations, you can increase customer satisfaction by approximately 15%. Learn more about the potential here.
Customer satisfaction
How to optimize your customer department using automated trends
Meeting customer needs and expectations while preventing unnecessary calls is an advantage. Find out how trends are helping businesses improve their service.
Automating workflows
How to minimize the number of delivery calls in customer service
Danish customers mention delivery problems or questions in around 11 million conversations annually. That is why it is important that your customer service department has the right skills to respond to customer queries. Read here how you can reduce delivery calls.
Knowledge sharing
How to gain insights on your competitors
Your customers provide you with valuable information about your competitors in around 9% of all conversations. Find out how you can use this knowledge to get an edge over your competitors.
Knowledge sharing
How to avoid unnecessary payment inquiries
Your organization depends on customers paying their bills on time. Yet around 9% of all customers say they experience problems understanding or paying their bill. Read about what you can do to prevent these types of calls.
Knowledge sharing
4 winback strategies that actually work
Do you know which winback strategies work for your company? And more importantly, have you shared this information with your employees? Read about the 4 most important strategies here.
Customer retention
How to retain up to 30% more customers
New customers are expensive, so it pays to keep the ones you have. Get an overview of the techniques you can use to retain up to 30% more customers.
Customer retention
Do you know how successful your department is at retaining customers?
On average, employees try to retain customers in 44% of cancellation calls, while in the most successful departments, employees make retention attempts in as much as 70% of the calls. Read about how you can increase your customer retention here.
Customer retention
Lise Gøttsche's tips on the ideal retention dialogue
Customer service expert and thought leader Lise Gøttsche has been working on optimizing customer conversations for more than 15 years. As a consultant, she advises companies on how to turn their termination calls into retention dialogues. According to her, the success criterion is not necessarily to retain customers, but rather to start good dialogs and get valuable product feedback.
Customer retention
8 concrete tips on how to optimize your IT calls
IT conversations can be both complex and diverse. That is why it is important that IT staff are well equipped to solve specific problems quickly and efficiently while communicating with their customers in an appropriate way. We have put together 8 steps that will help you take your IT conversations to new heights.
Whitepapers
9 initiatives that will help you increase your success rate
It can be difficult to increase your success rate if you are not sure what works. That is why we have put together 9 initiatives to make your sales process easier. Among other things, you will learn when you should mention price, how to handle your customers' objections, and how to close your sales calls.
Whitepapers
8 initiatives that will leave your customers impressed
If you want to achieve high customer satisfaction, it takes more than just solving customer problems quickly. We have put together our top tips on how you can optimize your customer satisfaction by up to 15% through simple initiatives.
Whitepapers
This is the general level of customer satisfaction in Denmark
Do you know how high your customer satisfaction is compared to your competitors? Learn more about customer satisfaction in Danish customer centers in this article.
Customer satisfaction
Energy prices double the number of customer calls in the energy sector
Across Scandinavia, customer centers face an explosive increase in the number of customer queries related to billing and payment. This is mainly due to high energy prices and rising inflation, which have a major impact on both families and businesses. Capturi’s CRO, Jacob Emil Opstrup, dives into the typical customer service queries and shares his best advice for companies in the energy sector.
Streamlining processes
How to avoid misunderstandings in your customer conversations
A guide for those of you who want to optimize their communication – and why it is necessary to always keep quality improvement in mind.
Customer satisfaction
Customer case: How the Danish Veterinary and Food Administration use conversation analysis to optimize operation in their contact center
Every day, the Danish Veterinary and Food Administration's contact center in Glostrup receives many different types of inquiries about animals, food, ecology, and startups. Therefore, it is highly important that they know how to handle the calls and guide both private individuals and business owners in the best possible way.
Customer cases
Capturi's CEO's top 3 advice to improve call quality in 2023
High quality conversations are all about finding the right phrases and timing and knowing what works. Capturi’s CEO, Tue Martin Berg, will guide you through concrete and ready-to-use advice that will help you exceed your customers’ expectations.
Customer satisfaction
Capturi Daily vol. 1
Capturi Daily is Capturi's customer service newspaper, where we continuously deliver news and current insights that help you and your team to streamline your customer service level and create even better experiences for both customers and employees.
Whitepapers
Customer case: How Rejsekort's contact center uses technology to improve their external communication
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. They use conversation analysis to ensure their messages are always on point.
Customer cases
Guide: How to optimize complex conversations
The level of complexity of customer conversations is usually both industry and company specific. While most companies are concerned with solving customer problems quickly and efficiently, companies with many overlapping and complex questions are concerned with solving the problem during the first call. We will guide you through how to optimize complex conversations in your customer center.
Streamlining processes
Your guide to fewer conversations about MitID
Calls related to MitID account for 5-10% of all calls in Danish contact centers. In this article, we guide you through the different ways you can optimize your handling of these inquiries.
Streamlining processes
Aarhus-based AI company secures DKK 30 M investment from Danish private equity fund
Capturi has secured an investment of DKK30 M from the private equity fund VækstPartner Kapital. The money will be used to scale the business in the Nordic region and further develop the company's technology, which provides customers with valuable analyzes. The company's owners include Vækstfonden, key employees, and now also VækstPartner Kapital.
Press releases
Customer case: How a Danish union increased their success rate by 71% using conversational AI
It can be hard to achieve high results if you are not sure what works. To learn more about the impact Capturi has on their sales performance, a Danish union decided to test how much the insights from conversation analysis helped increase their success rate.
Customer cases
Customer case: How HiFi-Klubben has enhanced the quality of their customer calls
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.
Customer cases
Technology vs value: a practical guide to using AI in customer service
It is fair to say that Artificial intelligence (AI), and in particular generative AI, has taken the world by storm over the last 18 months, and one of the first organizational areas to benefit from implementing this new technology is likely to be customer service, as it offers clear customer, employee, and business benefits.
Automating workflows
How to optimize your customer department using automated trends
Meeting customer needs and expectations while preventing unnecessary calls is an advantage. Find out how trends are helping businesses improve their service.
Automating workflows
Automation of call reasons saves Norlys €160,000 annually
Automating overviews over call reasons has saved the Danish energy company Norlys €160,000 annually. Read more about how automating workflows can help you get results.
Automating workflows
How to use customer conversations to predict churn
Improving customer journeys goes way beyond merely optimizing customer satisfaction, efficiency, and retention levels. It also includes the proactive identification of customers at risk of churning, which ultimately makes it easier for your agents to proactively address issues before they escalate.
Streamlining processes
Guide: The power of text analytics
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.
Streamlining processes
Your guide to fewer conversations about MitID
Calls related to MitID account for 5-10% of all calls in Danish contact centers. In this article, we guide you through the different ways you can optimize your handling of these inquiries.
Streamlining processes
Guide: How to optimize complex conversations
The level of complexity of customer conversations is usually both industry and company specific. While most companies are concerned with solving customer problems quickly and efficiently, companies with many overlapping and complex questions are concerned with solving the problem during the first call. We will guide you through how to optimize complex conversations in your customer center.
Streamlining processes
Energy prices double the number of customer calls in the energy sector
Across Scandinavia, customer centers face an explosive increase in the number of customer queries related to billing and payment. This is mainly due to high energy prices and rising inflation, which have a major impact on both families and businesses. Capturi’s CRO, Jacob Emil Opstrup, dives into the typical customer service queries and shares his best advice for companies in the energy sector.
Streamlining processes
Resolve simple queries in under 3 minutes and increase customer satisfaction
It does matter whether you solve the customer's problem slowly or quickly. If your conversation is longer than 3 minutes, you increase the likelihood of a dissatisfied customer by 25%. Read more here.
Streamlining processes
Save valuable conversation time by facilitating information search
Every time you have to search for information in your customer conversations, you increase the probability of getting a dissatisfied customer by about 23%. Get more insights here.
Streamlining processes
How to avoid repeat calls in the customer center
When customers call your customer service more than twice, you're 54% more likely to have dissatisfied customers. Learn how to avoid them here.
Streamlining processes
How to optimize operations and achieve savings
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.
Streamlining processes
How to avoid unnecessary payment inquiries
Your organization depends on customers paying their bills on time. Yet around 9% of all customers say they experience problems understanding or paying their bill. Read about what you can do to prevent these types of calls.
Knowledge sharing
How to gain insights on your competitors
Your customers provide you with valuable information about your competitors in around 9% of all conversations. Find out how you can use this knowledge to get an edge over your competitors.
Knowledge sharing
How to minimize the number of delivery calls in customer service
Danish customers mention delivery problems or questions in around 11 million conversations annually. That is why it is important that your customer service department has the right skills to respond to customer queries. Read here how you can reduce delivery calls.
Knowledge sharing
How to gain more influence as a customer service director
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.
Knowledge sharing
Lise Gøttsche's tips on the ideal retention dialogue
Customer service expert and thought leader Lise Gøttsche has been working on optimizing customer conversations for more than 15 years. As a consultant, she advises companies on how to turn their termination calls into retention dialogues. According to her, the success criterion is not necessarily to retain customers, but rather to start good dialogs and get valuable product feedback.
Customer retention
Do you know how successful your department is at retaining customers?
On average, employees try to retain customers in 44% of cancellation calls, while in the most successful departments, employees make retention attempts in as much as 70% of the calls. Read about how you can increase your customer retention here.
Customer retention
How to retain up to 30% more customers
New customers are expensive, so it pays to keep the ones you have. Get an overview of the techniques you can use to retain up to 30% more customers.
Customer retention
4 winback strategies that actually work
Do you know which winback strategies work for your company? And more importantly, have you shared this information with your employees? Read about the 4 most important strategies here.
Customer retention
How to get insights into your retention calls
When you inquire about why your customers are considering canceling their subscription, you gain access to valuable knowledge about your customers' considerations and increase the chances of retaining them. Learn more about how you can improve your retention conversations here.
Customer retention
Customer case: How HiFi-Klubben has enhanced the quality of their customer calls
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.
Customer cases
Customer case: How conversational AI enhances the understanding of Folkspel's customer journey
Folkspel has successfully gathered valuable insights from its sales and customer service departments. This approach provides an overview of the customer journey, starting from the initial interaction and extending throughout ongoing conversations.
Customer cases
Customer case: How a Danish union increased their success rate by 71% using conversational AI
It can be hard to achieve high results if you are not sure what works. To learn more about the impact Capturi has on their sales performance, a Danish union decided to test how much the insights from conversation analysis helped increase their success rate.
Customer cases
Customer case: Apoex's journey from outsourcing to own customer center
Apoex decided at the beginning of 2023 to set up their own customer center and have used Capturi to continuously quality assure and facilitate the information search process for their employees. As a result of their work, in just one month they have halved the number of information searches in systems or with colleagues.
Customer cases
Customer case: How Rejsekort's contact center uses technology to improve their external communication
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. They use conversation analysis to ensure their messages are always on point.
Customer cases
Customer case: How the Danish Veterinary and Food Administration use conversation analysis to optimize operation in their contact center
Every day, the Danish Veterinary and Food Administration's contact center in Glostrup receives many different types of inquiries about animals, food, ecology, and startups. Therefore, it is highly important that they know how to handle the calls and guide both private individuals and business owners in the best possible way.
Customer cases
Customer case: How Jyllands-Posten facilitates behavioral changes
Behavioral change in customer centers is a tricky thing to implement. Therefore, it is important to give employees the right tools to improve and create good results. Jyllands-Posten's customer service has used Capturi's conversation analysis to facilitate behavioral changes and make it easier for both customers and employees to get good experiences.
Customer cases
Customer case: How Jysk Fynske Medier increased customer satisfaction by 62%
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 %.
Customer cases
Capturi's CEO's top 3 advice to improve call quality in 2023
High quality conversations are all about finding the right phrases and timing and knowing what works. Capturi’s CEO, Tue Martin Berg, will guide you through concrete and ready-to-use advice that will help you exceed your customers’ expectations.
Customer satisfaction
How to avoid misunderstandings in your customer conversations
A guide for those of you who want to optimize their communication – and why it is necessary to always keep quality improvement in mind.
Customer satisfaction
This is the general level of customer satisfaction in Denmark
Do you know how high your customer satisfaction is compared to your competitors? Learn more about customer satisfaction in Danish customer centers in this article.
Customer satisfaction
How dialogues help increase customer satisfaction
When you start your customer conversations by inviting a good dialog with your customers, you can increase customer satisfaction by up to 15%. Read more about how to start good conversations here.
Customer satisfaction
How to increase customer satisfaction by 15% through empathy
Empathy is one of the most effective tools for increasing customer satisfaction. By using empathetic phrases in your customer conversations, you can increase customer satisfaction by approximately 15%. Learn more about the potential here.
Customer satisfaction
Increase the likelihood of satisfied customers by using positive expressions
Did you know that you can get 15% more satisfied customers by replacing boring phrases with positive ones? Learn how here.
Customer satisfaction
How to create better dialogues and increase customer satisfaction by 20-40%
When you increase customer satisfaction in your department, you also increase the likelihood that your customers will 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’s reputation. So, when companies measure their customer satisfaction, they get an indication of what customers think about their services and products – and where there is room for improvement.
Customer satisfaction
Capturi Daily vol. 1
Capturi Daily is Capturi's customer service newspaper, where we continuously deliver news and current insights that help you and your team to streamline your customer service level and create even better experiences for both customers and employees.
Whitepapers
8 initiatives that will leave your customers impressed
If you want to achieve high customer satisfaction, it takes more than just solving customer problems quickly. We have put together our top tips on how you can optimize your customer satisfaction by up to 15% through simple initiatives.
Whitepapers
9 initiatives that will help you increase your success rate
It can be difficult to increase your success rate if you are not sure what works. That is why we have put together 9 initiatives to make your sales process easier. Among other things, you will learn when you should mention price, how to handle your customers' objections, and how to close your sales calls.
Whitepapers
8 concrete tips on how to optimize your IT calls
IT conversations can be both complex and diverse. That is why it is important that IT staff are well equipped to solve specific problems quickly and efficiently while communicating with their customers in an appropriate way. We have put together 8 steps that will help you take your IT conversations to new heights.
Whitepapers
Aarhus-based AI company secures DKK 30 M investment from Danish private equity fund
Capturi has secured an investment of DKK30 M from the private equity fund VækstPartner Kapital. The money will be used to scale the business in the Nordic region and further develop the company's technology, which provides customers with valuable analyzes. The company's owners include Vækstfonden, key employees, and now also VækstPartner Kapital.
Press releases
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