JYSK, a leading international retailer, serves millions of customers across Europe with high-quality products and exceptional service. With a commitment to customer-centricity at the heart of their operations, JYSK has grown into 21 contact centres, handling over 3.5 million customer inquiries annually. To support this growth and streamline service operations, JYSK partnered with Puzzel, leveraging its cloud-based platform and AI-powered tools to deliver exceptional customer experiences at scale. 

A unified system for all markets

As JYSK’s digital sales and customer queries surged, the need for a more agile and scalable solution became critical. Puzzel provided the perfect fit, offering both flexibility through the cloud and reliable, local support. “We needed a flexible solution that could scale as we built our online presence and expanded customer service departments,” shared Tanja Ammentorp, Director of Customer Service at JYSK. 

By adopting Puzzel, JYSK has unified its customer service processes across all markets, ensuring every customer enjoys a consistent, high-quality experience. “We use the same systems and processes across all countries. Puzzel’s flexibility allows us to provide consistent service while respecting local nuances,” she added. 

Driving efficiently and personalisation using AI

To further optimise customer interactions and internal processes, JYSK implemented Speech Analytics from Capturi (now part of Puzzel). This AI-driven tool has become a cornerstone of their efforts to optimise processes and enhance customer satisfaction. JYSK uses Speech Analytics to address three key areas:

• Enhancing efficiency: Speech Analytics identifies inefficiencies, like long pauses in calls. “We found that pauses often occurred because agents were searching for information or consulting colleagues. Knowing this, we’ve improved processes to shorten conversations,” Tanja shared.
• Improving customer dialogues: “Now we can analyse calls from start to finish, assessing positive language and empathy. This makes it easier to train staff and deliver better customer experiences,” Tanja explained.
• Understanding customer pain points: By categorising and analysing customer requests JYSK has, for example, proactively improved product packaging, updated communication materials, and enhanced their website to address recurring issues. 

A customer-centric approach

With a team of more than 300 customer service agents, JYSK is committed to providing accessible, high-quality support. A key objective is to resolve queries on the first contact, a goal they consistently achieve through continuous training and empowering agents to handle issues efficiently. Understanding that many customers still prefer traditional contact methods, JYSK ensures that phone support remains easily available, accounting for 60% of their interactions. “I’m not interested in hiding our phone number or pushing customers into self-service if they prefer speaking with one of our agents,” Tanja explained, reflecting their commitment to meeting customers where they are most comfortable, ensuring every touchpoint delivers a personalised, seamless experience. 

This customer-first approach has paid off, with a CSAT score of 4.6 out of 5 for telephony support—a testament to the quality of service JYSK delivers. 

Looking ahead: Optimising processes and empowering agents

JYSK’s customer service team is focused on optimising internal processes to minimise smaller queries, allowing agents to dedicate more time to complex cases that add real value. “Our goal is to eliminate unnecessary queries so our agents can focus on the more complex issues that truly benefit customers,” Tanja stated. 

JYSK is also exploring tools like Agent Assist to support agents in real-time, helping them handle complex cases more efficiently and confidently. “We believe in letting AI handle what it does best and allowing human agents to focus on their strengths,” Tanja emphasised. “If customers want to interact with a human, it should always be easy to do so. The human touch remains essential. While we’re still in the early stages, we recognise this as a key area to explore further in the near future.” 

As JYSK continues to align with customer preferences, they’re positioning themselves for a balanced AI-driven approach. “When our customers are ready for more AI-driven solutions, we’ll evolve accordingly,” Tanja added. 

A future-ready partnership built on trust

Looking ahead, JYSK’s partnership with Puzzel remains instrumental in their mission to provide customer-centric service that stands out in a competitive market. “Our relationship with Puzzel has allowed us to continuously adapt and grow, ensuring we’re always one step ahead in delivering exceptional service,” said Tanja. “It’s an uncomplicated partnership, which is crucial as JYSK continues to grow.” 

By embracing innovation and staying true to their customer-first values, JYSK is well-equipped to continue delivering quality, convenience, and care to customers across Europe.