According to research, a 5% increase in retention increases profits by up to 50% and more.
Today evaluating quality management systems don't provide companies with a comprehensive and objective knowledge of the service quality, as they don't cover 100% employee-customer dialogues. Companies don't have an opportunity to monitor the level of customer service through regular evaluation.
Customers get tired of growing number of surveys and their loyalty is decreasing. Meanwhile, the average response to such surveys doesn't exceed 10-15%.
The future lies in measuring customer satisfaction in real time
Heedbook gives the answer to this question taking into account all employee-customer dialogues. Specially trained neural networks determine the level of customers satisfaction then an employee and an expert in the area of customer service verify the results which guarantees the maximum reliability.
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.
Managers always wonder how the frontline customer service employees works with the customers. However, presence of manager or somebody else bothers both the customer and the employee, distorts the service process. Heedbook gives you 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.
There is no single approach to communicating with people whether we speak about long conversations in banks or short greetings at reception desk. Having sale script and information about how customer attention and emotions change during the conversation with the employee you can analyze how the use of different key words and phrases affect the level of customer satisfaction.
At any moment you can watch video recordings of employee-customer dialogues and rectify errors with the employee to improve customer service. Installation of a second microphone allows to separate the customer and the employee speeches and carry out more detailed dialogue analysis.
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