A new digital CX service is promising to alert employees and management of potential issues facing their customers as soon as they arise.
Finnish tech firm HappyOrNot is integrating ‘Real-time Collaboration’ into its product suite in order to deliver further service enhancements to its 4,000 clients, which include McDonald’s, Elkjop, Amazon, JACK & JONES, and London Heathrow Airport.
The new software allows for managers and employees in all sectors 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 organisations 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, said: “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.”