Perch Insights

Monica could see the customer satisfaction scores—but only after the fact. Perch Insights gave her the big picture: call volumes, average handle times, sentiment summaries. But when her team needed to act fast—reroute staffing, address a spike in complaints, spot what was driving churn—the tools lagged behind.

There was a dashboard. But getting from trend to action still meant exporting, meeting, guessing.

CSAT drop flagged—three days later. Root cause still unclear.

HeronAI changes how those moments unfold. It connects directly to your support platforms—Zendesk, Intercom, Salesforce, phone logs—and pulls all your interaction data into one, real-time dashboard. No refresh delay. No toggling across tools. Just a live, evolving picture of what your customers are experiencing now.

Live trends: top support issues, NPS by segment, agent performance—all in one view.

Heron doesn’t just report on the problem. It suggests where to look, what’s shifting, and which levers to pull. Agent performance trends trigger alerts. Recurring complaints surface automatically. You can drill into a metric, or see the story it’s telling without digging.

While Perch lays the groundwork, Heron delivers the context. It goes beyond surfacing what happened and starts answering why it’s happening—and how to respond. That shift turns your team from reactive to proactive, without the constant spreadsheet loop.

Teams transitioning to Heron gain visibility across roles—from frontline leads to execs—without creating parallel dashboards or relying on manual notes. Each view is tailored, each metric live, each insight usable.