Monday, October 5, 2015

Interview: Customer Service Experts- In Depth Look on How Customer Service Leaders Manage Critical Events

Read the Interviews: Expert opinions on weathering the storm during high customer traffic, the biggest support related challenges, and advice from service and support veterans with over 20 years of experience. View the interviews now from Dave Hare, SVP of Customer Success; Garry Schultz, Customer Success Executive; and Bill Rose, Founder of the Service & Support Professionals Association (SSPA) and Bill Rose, Inc. 
David Hare, is currently SVP Customer Success at OoYala. He has over 30 years of experience building, designing, and managing world-class service delivery organizations.
Garry Schultz is a Customer Success Executive of 20+ years, focused in the international B2C and B2B software market. He has moved the bar forward with AVG Technologies, Blackberry, and Intuit. 
Bill Rose has 40 years in the technology services industry, having held every position from field service rep to software support engineer to service management and finally service executive. He founded the Service & Support Professionals Association (SSPA), which is now Technology Services Industry Association (TSIA), and is the founder of Bill Rose, Inc.

Dave Hare, Senior Vice President of Customer Success at OoYala.

Garry Schultz, Customer Success Executive with 20+ years of experience.

Bill Rose, Service Executive, Founder of the Service & Support Professionals Association (SSPA) and Bill Rose, Inc.  

Tuesday, September 29, 2015

Insider Metrics: Self-Service Traffic Spikes

View the infographic showing real metrics on the impact of customer contacts during outages, major holidays, and peaks in volume. See how Virtual Assistants help trusted brands across various industries increase First Contact Resolution (FCR), 24x7,  when humans are not available. 

In our last edition, we shared How Stand-out Brands Weather the Storm During Critical Spikes in Customer Traffic. You can still view this quick read here.

Stay tuned next week for advice from industry experts Bill Rose from Bill Rose, Inc. and David Hare, SVP of Customer Success, as both offer their own take on the biggest support related challenges, and recalling how each weathered the storm during critical events. 

Monday, September 21, 2015

How Stand-out Brands Weather the Storm during Critical Spikes in Customer Traffic

silhouette of man with umbrella standing in lightning storm
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What do the Pacquiao vs. Mayweather fight, back-to-school, severe weather and the holidays have in common? Urgency. And when there is a sense of panic or urgency, spikes in customer contact occur. Read how a leading brand weathered the storm during a major call center outage. Learn how the company was still able to manage over 500,000 customer conversations despite the 5 day power loss. 
Then, stay tuned in the coming weeks for our next edition to get: 
  • Real metrics on the impact of customer contacts during outages, major holidays, and peaks in volume. 
  • Advice from industry experts Bill Rose from Bill Rose, Inc. and David Hare, SVP of Customer Success, as both offer their own take on the biggest support related challenges, and recalling how each weathered the storm during critical events.  

Tuesday, September 15, 2015

Customer Journey Mapping Toolkit: noHold's Experience

To wrap up our final post to the Customer Journey Mapping series, I wanted to share with you the experience a few of us here at noHold had doing the Customer Journey exercise using the "Jake" story. 

A few of us gathered in the board room to complete the customer journey map. It was helpful to have a group of people to bounce ideas back and forth, and get different perspectives.

Dry erase markers, whiteboard eraser pens, post it note pads, and a laptop on a table

Together, we went through the 11 steps to creating a successful Journey Mapping experience. Here are some photos sharing our experience: 

Three women putting post it notes on a wall
Step 4: Writing down the emotions the customer (Jake) might feel during each phase of his journey.

Three women using green and red markers to mark a piece of paper
 Step 5: Vote for the moment that you feel is the most impactful, both negative and positive.

Three women standing around a whiteboard
 Step 8: Write out the wins or needs of the customer during that specific, impact moment

Two women think of ideas and writing them down on a whiteboard
Step 9/10: Determining the desired experience and ideas of how to achieve that desired experience.

After going through the steps, we concluded with step 11, proposing a new experience in a statement."This experience will address customers feeling frustrated waiting for live chat. We can accomplish this through improving agent resources, implementing a customer facing Virtual Agent, and scheduling a call back time. These changes will reduce wait times by 20% and increase customer satisfaction."

It was a great process to go through as a team to better understand what Customer Journey Mapping really is and how it enables us to better understand our customers. Let us know how your experience went in the comments below. What conclusions did you come up with? Did you face any challenges? 
For more information regarding customer journey mapping/customer care, please contact us

PowerPoint slides printed out and taped to the wall with a whiteboard in the background

Thursday, September 10, 2015

HCL and noHold Collaborate to Leverage SAP Platform for the Utility Industry

noHold logoSeptember 10, 2015, MILPITAS, CA – noHold and HCL, a global IT services company, have joined forces on HCL’s new solution, Engage(TM), a Customer Engagement and Billing platform targeted for utility companies. 

Engage provides utility customers a dynamic online platform with multiple interactive tools designed to deliver a complete customer experience – consistently, accurately, and sustainably. Within this self-service platform users can pay their bills, review usage, set up reminders, and more. Customers can also receive support directly through the Engage portal with noHold’s Virtual Assistant (VA) technology. noHold’s VA integrates with Engage, as well as SAP’s back office tools to create a personalized support experience for each individual. For example, if a user asks the VA about a late fee on a recent bill, the VA can pull up that specific user’s information to provide a completely customized answer, enhancing the customer experience.  

two men laughing at a table with HCL logo in the background
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HCL is attending the SAP for Utilities conference in Huntington Beach, California. The conference takes place September 13th-16th. Many industry professionals will be presenting at the conference, including HCL as they introduce Engage, with a special demo of the personalized Virtual Assistant experience. 

As per Perzad Avari, Energy & Utilities Director at HCL “Integrating alternate communication channels such as Chat with self-service offers customers the ability to communicate on their preferred channels, which also happens to be low cost, and without any wait time. noHold’s powerful application offers utility companies the means to increase customer satisfaction, whilst lowering cost-to-serve.”

“The ability of a Virtual Assistant to increase First Contact Resolution (FCR) depends in great part by its ability to personalize answers for end users. By integrating the noHold Virtual Assistant with the Engage platform we are able to serve customers with the information that is most pertinent to them. We are delighted to have partnered with HCL on this project that will benefit millions of users.” Diego Ventura, CEO of noHold.

About HCL Technologies 
HCL Technologies is a leading global IT services company working with clients in the areas that impact and redefine the core of their businesses. Since its emergence on the global landscape after its IPO in 1999, HCL has focused on 'transformational outsourcing', underlined by innovation and value creation, offering an integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and Business services. HCL leverages its extensive global offshore infrastructure and network of offices in 31 countries to provide holistic, multi-service delivery in key industry verticals including Financial Services, Manufacturing, Consumer Services, Public Services and Healthcare & Life sciences. HCL’s organizational beliefs of 'Employees First, Customers Second', ‘Trust, Transparency and Flexibility’, and ‘Value Centricity’ empower its 106,107 Ideapreneurs to create real value for customers by delivering a Relationship Beyond the Contract. HCL Technologies, along with its subsidiaries, had consolidated revenue of US$ 6.0 billion, as on 30th June 2015 (on LTM basis.) For more information, please visit

About noHold, Inc. 
noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Web based Self-service solutions with a mission to deliver real answers to real questions – real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated customer support into cognitive customer interactions. noHold customers include Toshiba, Cisco and a host of industry leaders. More information can be found at

Press Contact
Veronica Cech
Marketing Associate
408.946.9200 ext. 356
All other product and service names are the property of their respective owners.

Tuesday, September 1, 2015

Customer Journey Mapping Toolkit: Do It Yourself Exercise

A couple weeks ago, we shared with you the scoop on a popular customer experience trend, Customer Journey Mapping. We went over what it is, why its important, and how to do it yourself. Click here to get a reminder of the information that was presented in that blog. 

To complete the customer journey mapping toolkit, we want to provide you with a sample story to test out your new journey mapping skills. The story we used is based on a company in the consumer electronics space, but once you get the hang of the exercise you can apply the skills you've learned to any industry. 

Take a moment to go over the 'how-to' presentation to re-fresh your memory on the 11 step process. 

Once you feel comfortable, print out the story presentation below and discuss with colleagues/peers what pain points you see as major issues and how you can improve the customer experience. Remember: the main goal of any customer journey map is to identify key touch points a customer has with a company and how they were feeling at those specific moments.  


If you have any questions or comments, please let us know in the comments below. Or for more information follow the link to the website and contact us via the contact us form. Feel free to share your experience designing your own map and what ideas you have come up with to better the customer experience.

Monday, August 31, 2015

Miss Last Week's Episode of The Peggy Smedley Show?

Check it out here

Last week, CEO and founder of noHold, Diego Ventura, guest starred on The Peggy Smedley Show. He talked with Peggy about what he sees for the future of Artificial Intelligence (AI). If you missed the live show, be sure to catch the recorded episode by following this link: (Episode 401). Diego begins his appearance in the third segment titled "Big Potential for AI."

Rainbow brain
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