1 in 26
unhappy customers complain
The other 25 quietly move to a competitor. No complaints is not a sign of good service.
Esteban Kolsky, ThinkJar, 2015 (industry estimate)
Made in EuropeGDPR · EU servers
Hear your customers. Get sales and service analytics.
VILFF records offline conversations between your staff and visitors, automatically turns them into analytics and shows where revenue is lost, what your customers like and what upsets them.
Set up in 10 minutes (Wi-Fi and a power socket)
All languages, including mixed conversations
Why you lose customers and profit
An unhappy customer does not complain. They simply do not come back
Owners hear about frontline problems last - usually when revenue drops.
32%
walk away after one bad experience
Even those who loved the brand before. You lose the customer without ever learning why.
PwC, Experience is Everything, 2018
60%
stop buying because of unfriendly service
Not because of the price and not because of the product, but because of rudeness.
PwC, Experience is Everything, 2018
46%
leave if an employee could not help
These disappointing conversations never make it into any report and are never analysed.
PwC, Experience is Everything, 2018
+16%
price premium for good service
When customers are happy, they are willing to pay more.
PwC, Experience is Everything, 2018
+15%
revenue lift from personalised offers
A relevant offer made during the conversation raises the average basket and conversion.
McKinsey, Next in Personalization, 2021
VILFF is instant feedback on how your customers are served. Get analytics and recommendations to improve service and grow sales.
How VILFF works
Four steps from order to analytics
A simple process: the devices record anonymised conversations and VILFF turns them into business analytics.
- 1
You get the recorders and the GDPR pack
After payment we send you the devices and all the documents required by GDPR.
- 2
Set up in 10 minutes
The recorders only need a power socket and Wi-Fi.
- 3
Conversations become text
Audio is transcribed on our own servers and deleted automatically right after processing. Only anonymised dialogues are shown in your portal.
- 4
Every conversation is analysed
You get a full picture of what happens on your frontline and specific recommendations to improve service and grow sales.
What VILFF gives your business
VILFF works where the phone is silent
Live conversations nobody used to hear: on the shop floor, at the till, at the reception desk.
24/7 oversight
You will know everything that happens on your frontline from anywhere in the world.
Product and service demand
Shows which products were out of stock and which services were not delivered.
Hear feedback from every customer
25 out of 26 customers never tell management about a bad service experience.
Translated communication
Translates every dialogue into the language you prefer.
Staff analytics
VILFF captures and digitises the competence of your staff.
Location comparison
Compare your customer-facing locations against the criteria you set.
Standards compliance
You will know exactly how well your staff follow sales scripts and service standards.
Delegated oversight
Give a manager access to the analytics and supervise their work instead.
Weekly report
Every week you receive specific recommendations to improve service and grow sales.
Who it is for
Our customers
Our customers are all offline businesses where staff talk to people in person: shops, clinics, beauty salons, information centres, car services and so on.
Clinics and beauty salonsWhich services were not delivered to your customers?
Hotels and info centresWhat problems do guests come with?
Car dealershipsPrice objections and missed test drives
Car servicesWere additional services offered?
Retail storesWhich popular products are out of stock?
Cafés and restaurantsComplaints that never reached the manager
Your business tool
All key metrics on one screen
You see conversations, solved problems, conflicts and week-by-week trends.
Demo
Demo portal with data and analytics from petrol station recordings. Enter your email and we will send you access to the demo.
Android app
Get it on Google Play
VILFF RecorderGoogle Play · VILFF OÜ · rated 3+
VILFF works on the phone too
The app turns any Android phone into a VILFF recorder. Recordings land in your portal and are analysed exactly like those from a device. Ideal for field consultations, mobile staff, interviews and starting quickly without waiting for hardware delivery.
Pair with a code in a minute
Two recording modes
Works offline
Background recording with a level meter
ModeAuto / Manual
OfflineUploads once back online
Pricing
Every conversation, every day - from about €3 a day per location
Price per location. You can add locations at any time.
Start
≈ 3,3 € per day · Recorder included (€0 instead of €75)
- Recording and transcription of every dialogue
- Every conversation scored against your standards
- Weekly digest for the owner
- Missed sales and complaint detection
Business
≈ 2,9 € per day · Recorder included (€0 instead of €75)
- Everything in Start
- Location comparison and staff ranking
- Chain-wide analytics
- Priority support
Business+
from125 €81 €/ month per location
≈ 2,7 € per day · Recorder included (€0 instead of €75)
- Everything in Business
- Onboarding tailored to your service standards
- Integrations (POS, BI, CRM)
- Dedicated manager and SLA
Have questions? Leave your details and we will get in touch
Send a requestData stored in the EU
GDPR documents included
Cancel the monthly plan any time
Prices exclude VAT. Pay by card, SEPA or invoice.
Information security and data protection
Protection of customer data
This section summarises the principles under which VILFF processes recordings and the measures in place to protect the platform. Full documentation is provided to the customer's information security team upon request.
Security management based on ISO/IEC 27001:2022
VILFF's information security management system is structured in accordance with the ISO/IEC 27001 framework. VILFF does not currently hold ISO/IEC 27001 certification; certification is planned. The platform's primary servers are hosted in an ISO/IEC 27001-certified data centre in Germany.
Based on ISO/IEC 27001GDPREU hostingAES-256 encryption
Data processing
Processing of customer data
Data processing within the EU
The platform is hosted on servers in Germany. Speech recognition is performed on VILFF's own GPU servers in Estonia.
No retention of audio
Recordings are stored in encrypted form until processing and are deleted automatically upon its completion. Customers have access to text data only.
Masking of personal data
Names, telephone numbers and other personal data are replaced with placeholders in the text.
No third-party speech recognition services
Transcription is performed exclusively on VILFF's own servers. Text analysis is carried out via the OpenAI API; customer data is not used to train AI models.
GDPR documentation
Recorders are supplied together with door stickers, signage, employee notification forms and a privacy policy agreement.
Information security
Platform security measures
Encryption
All connections are secured with HTTPS. Audio data at rest is encrypted using AES-256-GCM.
Device authentication
Each recorder is assigned a unique secret key, which may be revoked remotely without an on-site visit.
Server access control
Access to servers is restricted to key-based authentication, with protection against password-guessing attacks and a limit on sign-in attempts.
Backup
Encrypted backups are created daily at a separate location; the restoration procedure has been tested.
Segregation of environments
Test and production environments are isolated from each other. Security updates are installed automatically.
Continuous monitoring
Servers are monitored automatically with immediate alerting; security reviews are conducted on a regular basis.
Documentation for information security teamsThe Information Security Overview and the Data Processing Overview are available upon request.
Request documentationFAQ
Frequently asked questions
Yes. We follow GDPR and the guidance of the data protection authority. Recorders are installed only in areas where staff talk to customers, visitors are informed by stickers at the entrance and staff are notified in writing. Audio is deleted right after processing and the texts are anonymised. We provide the full document pack.
More detailed answers in the knowledge base:Is it legal to record customer conversations in a store? (GDPR) →Mystery shopping vs AI conversation analytics: which measures service quality better? →How much does conversation analytics cost for a store, and what does it pay back? →Can AI transcribe conversations where the customer and the clerk speak different languages? →VILFF for field surveys and interviews: how the app improves data collection and statistics →
Contact us
Ready to hear your customers?
Book a 30-minute video call and we will show you exactly how VILFF helps your business.
Send a request
Book a video consultation
30 minutes on a video call: we show the demo portal, answer your GDPR questions and calculate what VILFF gives your business.
Write or call: info@vilff.com · +372 51 54 369