Implement new service standards in company

Manage service quality

Heedbook answers the question to what extent service quality meets customer's expectation. The customer satisfaction index is determined by neural networks specially trained in several thousand conversations, thus maximizing the reliability of the results.

Buy
Manage service quality

What does the system measure?

Client's behaviour


Facial emotion detection


Heedbook recognizes 8 different types of emotions and composes an emotional map of the dialogue.

Attention to dialogue


Analyzing eye-movement traces and head rotations the system determines how long the customer stays attentive to the conversation with the employee.

Deep linguistic analysis


Heedbook measures the average tone of voice and speech rate, analyzes the length of pauses and specifies the percentage of positive intonations of the customer.

Dialogue analysis


The system determines the emotional context of the conversation. Heedbook recognizes 23 languages: English, Chinese, Spanish and many others.

Socio - demographics


Heedbook analyzes customers by age and gender.

Others


The system takes into account the type of company and the country.

Employee's behaviuor


Script adherence


Heedbook carries out a linguistic analysis of the content of the dialogue and notes the use of key words by the employee during customer interactions.

Deep linguistic analysis


The service defines a tone of the employee's voice, the speech rate and the proportion of silence in the conversation with the customer.

Others


The system records duration of all dialogues and other parameters.

Record dialogues for mentoring

Record dialogues for mentoring

At any moment branch managers can watch video recordings of client interactions and rectify errors with the employee to improve customer service. The installation of a second microphone allows to separate the customer and the employee speeches and carry out more detailed dialogue analysis.

Measure employee performance

The system evaluates the employees according to various service quality indexes and compiles different rankings in real time. With Heedbook you can determines who is the best in making customers smile, who communicates more effectively with customers or who most often thanks customers for choosing your company.

Buy
Measure employee performance

Prevent conflicts with clients

Prevent conflicts with clients

Heedbook informs branch managers about all front-line events via PUSH notifications. The manager receives information about the start/end time of a working day and warnings about emergency situations in order to be able to resolve any potential conflict with a client on the spot and save the company reputation.

Supervise customer service in real time

Heedbook gives an opportunity to connect to any workplace and supervise customer service in real time without interfering with the conversation between the employee and the customer. Each dialogue is recorded, so managers can return to any dialogue and analyze with employees their mistakes to improve the quality of customer service.

Buy
Supervise customer service in real time
–°ookie warning
We are using cookies and similar technologies to ensure you get the best experience on our website. If you continue using our website after reading this message, it means that you accept our cookie policy. For more information, please see our Privacy policy.
I agree