As Denmark’s second-largest privately owned media company, JFM handles a wide range of customer interactions every day. From subscription inquiries to editorial feedback, their contact centre is at the heart of customer engagement. Amidst these varying conversations, one thing remains consistent: JFM’s commitment to empathetic and positive communication. 

By using Puzzel’s Conversational Intelligence, JFM has taken a structured approach to improving call quality. Their focus on empathy and positive language has led to an impressive increase in customer satisfaction. 

Making empathy a standard in customer conversations

JFM uses Puzzel’s Conversational Intelligence to continuously improve conversation quality, optimise workflows, and address business-critical challenges. Former Customer Service Director explains: 

“We use Conversational Intelligence to improve our conversations. And one thing we quickly found out was that empathy is super important when it comes to improving customer satisfaction”. 

By analysing conversations, JFM identified that calls where agents actively expressed understanding, used positive language, and acknowledged customer concerns led to significantly better experiences. These insights allowed them to standardise best practices across all interactions, ensuring that every customer received the same high level of service. 

“It is important that we deliver good service in all calls, 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,” she says. 

Standardising conversations for consistent service

For businesses looking to improve customer service, Helle shares her key takeaway: 

“If companies don’t have the ability to use AI-powered insights, the next best step is to standardise conversations so that all customers experience the same high-level service. The best way to do this is to focus on language use and service approach.” 

She adds, “Our experience is that this type of standardisation requires an active focus on changing employee habits. But it pays off, as employees quickly notice a difference in customer mood and cooperation when they express understanding towards them.” 

AI-driven insights for long-term success

With Conversational Intelligence, JFM has created a structured, empathy-driven approach to customer service—resulting in stronger customer relationships and consistently better interactions. By combining AI-driven insights with a proactive focus on communication, they’ve successfully increased customer satisfaction by 62% and continue to set new standards for service excellence.