New app feature helps frontline staff solve problems with speed to keep customers happy.
HappyOrNot (www.happy-or-not.com), the world’s leading customer experience management solution, is today announcing its Real-time Collaboration solution designed to help managers and frontline teams use data to detect issues as soon as they arise, communicate responses internally, and then act to rectify them.
Having collected over 1.3 billion ‘Smiley’ impressions in 135 countries to date, the market-leading Finnish technology company is integrating Real-time Collaboration into its product suite in order to deliver further service enhancements to its 4,000 customers around the world (which include McDonald’s, Elkjop, Amazon, JACK & JONES, and London Heathrow Airport).
Real-time Collaboration – How it works
The first solution of its kind ever created, Real-time Collaboration allows for managers and employees in sectors ranging from retail to hospitality, facilities to stadia, to be alerted as soon as a potential issue arises (based on spikes in ‘Smiley’ data), such as long waiting times at airport security or unstocked shelves in a retailer.
When the number of negative or positive responses from designated Smiley Terminal and Smiley Touch products exceeds a preset value, staff are sent automated push notifications through the HappyOrNot mobile reporting app. Once these alerts are sent, managers and frontline staff are able to acknowledge the alert and comment on the situation as it unfolds.
All within the app, they are able to communicate and issue direct instructions and on how to handle the situation. For example, if ‘wait time’ is a commonly-cited problem on a Smiley Touch, receiving frequent dark red negative feedbacks, retail employees will be alerted to this and can open a new checkout in response, while also telling their colleagues the issue should be solved.
Managers and team members are also able to review alerts and log processes retrospectively, meaning organizations can learn from previous problems to prevent them from happening again in the future. Alongside this, managers can celebrate staff who respond quickly and effectively to any issues, as demonstrated through the app.
Heikki Väänänen, CEO and Founder of HappyOrNot, comments:
“We’ve all been there. You’re waiting, impatiently, in line at a store, confused as to why more checkouts aren’t open. If a staff member were to arrive and start serving customers, wait times would be halved and we’d all go home happy. Despite this frustration, it’s not fair to expect staff to have a psychic awareness of these problems. Through our data, however, teams are notified of situations like these, and can in real-time collaborate to fix issues. All this means that customers are happier and able to get on with their day, staff are less stressed and feel empowered by their ability to resolve issues more quickly, and businesses can flourish as a result.”
Moon Javaid, Vice President, Strategy & Analytics, for NFL team the San Francisco 49ers, comments:
“Our operational protocol is to respond to real-time alerts within five minutes. Our scores have increased over time. Fans are happier and understand we’re listening to them. Our overall experience satisfaction biometrics have improved by double digits.”
Juan Sebeto, Center Manager of Abasto Shopping, comments:
“HappyOrNot’s Real-time Collaboration is helping us to identify problems and act faster to resolve them in our shopping centers. Supervisors can now take immediate action and dispatch tasks to the right people, and we write comments on every alert. We use this, combined with the other insights from HappyOrNot, in our daily work to continuously improve the visitor experiences.
“For us, the main benefits relate both to the immediateness of action and the corroboration of satisfaction levels compared with the established standard. Above all, HappyOrNot provides critical insights that helps us to adopt a culture where actions are based on the opinion of our clients, and not our own.”
HappyOrNot helps businesses improve their customer experience and employee engagement through the globally recognised Smiley feedback management system. The company, founded in 2009, has 4,000 clients in 135 countries and has collected over 1.3 billion impressions to date.
Clients include McDonald’s, Elkjop, Amazon, JACK & JONES, London Heathrow Airport, as well as many Fortune 500 businesses in the transportation, retail, healthcare, entertainment/venue, and service industries.
Headquartered in Finland, HappyOrNot has offices in the U.S., U.K., Germany, France, Netherlands, and around the globe, employing over 150 people. Its reseller network comprises over 110 organizations.