Based on data obtained from client interactions, Heedbook provides companies with objective evaluation of customer satisfaction and monitors customer service performance.
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.
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.
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.
The system takes into account the type of company and the country.
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.
The system records duration of all dialogues and other parameters.
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.
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.