What is Heedbook?
Service receives and analyzes video and audio stream from a webcam on the employee's workplace and processes it by the systems of intelligent recognition of emotions, speech and other parameters. Information is provided in the context of customers, employees and offices of the company. Analyzing the customer's emotions, verbal expressions, the content of the conversation with the employee and other parameters, Heedbook offers a complete range of services to measure overall customer satisfaction with the quality of service. The system also allows to improve business processes and boost cross-selling.
KEY BENEFITS: A. Analysis of customer emotions: Heedbook distinguishes eight types of customer emotions. The system describes emotional state of customer with more than 85% certainty.
B. Real-time monitoring of service quality: Your computer will be connected to all workstations on the front lines and you will be able to monitor employee-customer interactions online or watch these dialogues at any time convenient.
C. Script adherence: Now it’s quite easy to accurately and quickly evaluate sales script adherence of your front line employees without having to listen to each dialogue. HeedBook turns recorded speech into written text, so you always can easily return and go through these dialogues’ content.
D. Evaluation of customer’s attention: Great customer service strategy should focuses not only on emotional awareness, but also on attracting customers’ attention. HeedBook allows you to determine the level of customer's attention to the dialogue with your front line employee.
E. Notifications of all incidents which happen on the front line: Learn about non-standard situations with customers such as excessive duration of normative dialogues, use of “forbidden words” or customer's aggression.