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Capitalo Boosted Efficiency By 83.3% with AI Conversation Intelligence
Capitalo is a leader in financial education, specializing in providing innovative trading strategies and market analysis. The company chose CloudTalk’s AI calling software to help them improve their processes.
We spoke to Roman Lehky (Digital Marketing Specialist) and Sara Konickova (Sales Ops Manager) about our common journey together and here’s how the story goes:
What did Capitalo achieve with CloudTalk?
83.3
%
Reduction in call quality analysis time
24
%
Reduction of wrongly targeted leads
64
Agents added within 13 months
Challenge
Capitalo’s challenge was overcoming language barriers to better understand customer sentiment and improve rep performance, which they addressed by adopting CloudTalk’s AI conversation intelligence to transcribe and analyze interactions in German.
Solution
Capitalo partnered with CloudTalk, utilizing its AI conversation intelligence to transcribe, analyze, and gain insights from customer interactions in German, resulting in improved understanding of customer sentiment and team performance.
Results
With CloudTalk’s AI conversation intelligence, Capitalo improved efficiency by reducing call analysis time by 90%, cutting wrongly targeted leads by 24%, and maintaining brand consistency across markets, all while scaling operations into new regions.
Inconsistent Processes Harmed Capitalo’s CSAT
7 months ago, Capitalo set its sight on the German market. But they soon faced a challenge in their international expansion plans. They only had a small team of two sales reps in Germany, and no supervisor who spoke fluent German. This language barrier made it tough to manage performance effectively, leading to differences in rep performance and customer satisfaction scores.
Without a clear understanding of call content, Capitalo struggled to identify areas for improvement. They also couldn’t be sure that their brand message was getting across. It caused inconsistencies in sales performance and negatively impacted customer satisfaction scores.
CloudTalk’s AI Uncovered Crucial Business Insights
Recognizing that the traditional approach had its heavy limitations, Capitalo adopted a strategic solution: CloudTalk’s AI conversation intelligence. CloudTalk’s AI module removed language barriers by automatically transcribing and analyzing all customer interactions in German.
Regardless of language proficiency, Capitalo gained valuable insights through AI-powered sentiment analysis and speech recognition, leading to a deeper understanding of customer sentiment and reps’ performance.
Capitalo Now Saves 2+ Hours a Day on Call Quality Analysis
CloudTalk’s AI solution helped Capitalo to reveal a critical issue: one of the German representatives lacked fluency in the language, impacting communication with customers. Equipped with this newfound knowledge, Capitalo’s leadership team put together a plan that addressed the performance gap and improved overall effectiveness. But the benefits extended further.
CloudTalk’s AI conversation intelligence empowered Capitalo to keep their brand consistency. By identifying language inconsistencies and potential customer dissatisfaction, Capitalo could proactively address issues and maintain a positive brand reputation.
CloudTalk also helped Capitalo scale operations across regions. The language-agnostic nature of AI conversation intelligence enabled Capitalo to expand to Hungary with the same supervisor overseeing both regions. This success fueled their confidence for further expansion into Greece, demonstrating their ability to manage multilingual teams without needing a supervisor for each language.
Benefits for Small Businesses
CloudTalk’s AI conversation intelligence is a huge win for small businesses looking to grow internationally. It breaks down the language barriers, making it easy for companies to handle teams that are geographically dispersed.
By using AI-powered insights instead of needing supervisor language fluency, Capitalo cut down on hiring costs for multiple or multilingual supervisors. These savings could then be strategically reinvested directly into market expansion efforts.
Additionally, AI assisted Capitalo in identifying performance issues that impacted not only their reputation but also their bottom line. The data-driven approach provided clear evidence for their leadership team and allowed everyone (even those that did not speak German) to understand the situation and its impact.
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.