Heedbook (https://heedbook.com) analyze the results of facial emotion recognition, 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.
How Heedbook works?
1. Receive a live video and audio stream
An employee logs into the system via Internet browser on desktop or via mobile app on smartphone and starts recording video.
2. Analyze information with neural networks
Information is processed by the systems of intelligent recognition of emotions, speech (for 23 languages) and other parameters.
3.Measure Customer Satisfaction
A supervisor receives detailed information about the quality of customer service, analysis of business processes and recommendations for increasing cross-selling.
2. HAPPY CUSTOMERS = HIGH PROFIT
86%
customers are ready to pay more
for the best service
50%
of product investment projects in
2017 are in customer experience
innovations
80%
current quality assessment systems
don’t meet companies needs
3. CURRENT QUALITY ASSESSMENT SYSTEMS
1.Do not provide 100% coverage of
interactions with customers
2.Do not inform about reasons of
satisfaction level
3.Are annoying for customers
Telephone
survey
Mystery
shopping
Loyalty
button
SMS
EMAIL
Accuracy of
results
Coverage
Obtaining results at
time of service
Cost of one
evaluation,EUR
2,5 0,1 20 0,1
5. КАК ЭТО РАБОТАЕТ?
1.Receive a live video and audio
stream employee's workplace in the
background
2.Analyze information with neural
networks
3.Real-time results:
I.Service quality
evaluation
II.Business-processes
analysis
III.Cross-selling
control
Employee
PC
Employee
smartfone/
tablet
Heedbook webcam
Any webcam
Heedbook
mediascreen
Heedbook mobile
app cam
6. Face –mimic emotions,attention to dialogue
Speech – speed,tone,silence share
Content of dialogue – sentiment analysis,use of
key words
Socio-demographic parameters (age,gender)
Speech – speed,tone,silence share
Content of dialogue – sentiment analysis,use of
key words
Type of company,country
I.SERVICE QUALITY MANAGEMENT
Integral index of
customer
satisfaction
Client’s
behavior
Employee’s
behavior
based on built-in algorithms and
objective assessment by:
1. Trained neural networks
2. Expert
3. Employee
4. Client
7. I.SERVICE QUALITY MANAGEMENT
Options
▪ Ranking employees according to
service quality
▪ Supervising customer service in
real time
▪ Analysis of words and phrases
that evoke positive or negative
customer reactions
▪ Recording dialogues for
mentoring
Analytics up to level:
Client,Employee,Product,Branch,Company
8. II.BUSINESS PROCESSES IMPROVEMENT
Options
▪ Exact number of dialogues and their
duration
▪ Ranking employees according to
work load
▪ Workload assessment
▪ Script adherence
▪ Push-notification about frontline
events
9. III. INCREASE OF CROSS-SALES
Options
▪ Identification of customer profile (by gender and age)
▪ Analysis of customer reactions to special offers and
discounts
▪ Tracking frequency of the use of keywords
▪ Ranking employees according to cross-sales script
adherence (including x-sell & up-sell)
10. TARGETED ADVERTISING
Heedbook Mediascreen
▪ Targeted advertising (being integrated
with the company CRM)
▪ Promotion according to socio-
demographic parameters
▪ Tracking customer reactions to media
content
Hight quality audio and video
Simple integration with the employee's computer
Extra USB connection for a second microphone
11. MOBILE APP
Heedbook for smartphones and tablets
• Keeps the benefits of desktop service
• Works in the background
• Minimum Internet speed required (from 1 BM/s)
• For Android >v.4.0
• Compatible with a large number of external cameras
We recommend to use Heedbook mobile app camera
(720p HD video,170 ultra-wide-angle lens)
12. CUSTOMER LOYALTY MANAGEMENT CYCLE
Customer service and
business processes analysis
Personal advices to the company's
employees in order to increase their
efficiency
Individual set of practical measures
for sale scripts optimization,
standards of service implementation,
personnel motivation system building
Equalization of quality of
service
Application of the
recommendations, real-time
monitoring
Consulting* (training
sessions on customer
loyalty for the employees ) *an additional service
Increase of cross-sales
Launching
Heedbook
Result
13. BUSINESS CASE
Effectiveness
Distribution of
staff
Sales
units
Low 15% 12
Medium 70% 68
High 15% 20
Total: 100% 100 units
AS IS
Distribution of
staff
Growth of sales
with Heedbook
Sales
units
15% +33% 16
70% +21% 82
15% +5% 21
Total: 100% 119 units
TO BE
One front-line workstation
per month
(on the example of Russian bank):
Expenses
$3287
Net profit
$3916
ROI
19%
Expenses
+1.5%
Net profit
+19%
ROI
39%
14. HEEDBOOK BENEFITS
Doesn’t distract employee while
working
Provides information in real
time
Data anonymization and
encryption
ERP and CRM integration Doesn't require additional
equipment or software
Automating data analysis
15. WHERE HEEDBOOK CAN BE USED
BANKS RETAIL CAR DEALERS MOBILE ANDTELECOM
OPERATORS
desktop • operators and specialists
• help desk consultants
• cashiers
• service desk staff
• receptionists • cashiers at sales offices
mobile • DSA
• payments and terminal
consultants
• shop floor consultants
• deliverymen
• shop floor consultants • DSA
• shop floor consultants
RESTAURANTS TRANSPORTCOMPANIES GOVERNMENTSERVICES CLINICS,HOTELS,FITNESS
CENTERS,BEAUTY SALOONS
desktop • baristas • ticket clerks
• help desk consultants
• staff at landing zone
• operators and specialists
• help desk consultants
• receptionists
mobile • waiters,managers
• deliverymen
• ticket inspectors
• stewards
• terminal consultants • administrators
DELIVERY SERVICES,INTERNET
SHOPS
SERVICE CENTERS (TECHNICS,AUTO,
CLOTHING)
INSURANCE COMPANIES, TOURIST
ANDADVERTISINGAGENCIES
CINEMAS,MUSEUMS,THEATERS,
EXHIBITION CENTERS
desktop • staff at issues points
• service desk staff
• receptionists • managers • ticket clerks
• help desk consultants
mobile • agents • specialists at the center
• visiting specialists
• DSA • ticket inspectors
16. HEEDBOOK ANALYTICS (ON THE EXAMPLE OF ONE BRANCH)
368
405
496
350
221
Number of dialogues
60%
66%
54%
51%
34%
Number of clients
9.00-12.00
12.00-15.00
15.00-18.00
18.00-21.00
21.00-24.00
Integrated Index*
Employee 1 Employee 2 Employee 3 Employee 4 Employee 5
74%54% 87% 80% 45%
Total duration of dialogues: 33 120 minutes
Average duration of one dialogue: 18 minutes
1840 dialogues
in 23 days
Average integrated index: 68%
Average for essential words: 45%
Average for forbidden words : 20%
Average “thank you”per day: 123
*Accuracy of determination of emotions: 93%
49%
18%
56%
10%
40%
14%
49%
21%
37%
1 2 3 4 5
Script adherence
-forbidden words
-essential words
peak loading share – 14%
low loading share –14%
dialogue share –30 %
