Thursday, April 23, 2015

How to Find the Solution You are Looking for Using a Virtual Assistant

I stumbled across this really interesting infographic from Alienware's support Twitter account (@AlienwaretechSupport). They describe how using their Virtual Agent can help you find a solution in 4 easy steps: 

  1. Access the Virtual Agent homepage
  2. Select your computer model
  3. Pick a topic from the 'hot topics' section or type your problem in the search bar   
  4. Follow the appropriate link to access that article in their Knowledge Base
Sharing this infographic with their audience via social media has a number of advantages. It lets customers know they have self-service options for tech support, it encourages user adoption, and provides a step-by-step guide on how to use it for those that aren't familiar interacting with Artificial Intelligence.  

Social media is an important platform to utilize as a business. It is a way to connect with the majority of your audience easily and on a more personal level. Sharing helpful tips and tricks on platforms such as Twitter and Facebook benefits both the company and consumers.  

Click here to check out the infographic.

Tuesday, April 14, 2015

Apple Watch Expected to Change the Smartwatch Industry

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Pre-orders for Apple's first new device on the market since Jobs, the Apple Watch, has officially begun late last week. It was reported that within hours of being available, some models of the Apple Watch were sold out. Whether it was because demand was high, or supply was low is still the question, but in either case, it looks like people are really starting to embrace the wearable device phenomenon now. According to an article from Yahoo! Tech, "Gartner expects 40 million smartwatches will be sold this year, quadruple the number it believes were sold last year. The Apple Watch may account for as many as half the number of smartwatches sold, Gartner said." (Apple Watch Preorders Kick Off, Some Models Quickly Sell Out). Other research firms such as Forrester and Morgan Stanley analysts agree that Apple Watch will make up a significant portion of the smartwatch sales this year.

With the smartwatch trend coming to fruition, Virtual Assistants (such as Siri and Google Now) will be even more accessible, being directly on your wrist.  How do you think Apple Watch reviews will be by the end of the year? Is it going to be a game changer like the iPhone or just a fad? How will other wearable devices compare? Let us know what you think in the comments below.

Friday, April 10, 2015

Understanding the Voice of the Customer- Virtual Assistants Used to Help Improve Customer Satisfaction

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According to Google, “Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation.” One way to increase customer satisfaction is by having exceptional customer support, through the channels they prefer. Self-service options are continuing to become the consumers' choice to fulfill their support needs. 

The way we measure customer satisfaction has changed and can vary depending what your company wants to know. CSAT is commonly used to measure how satisfied a customer is with their recent interaction with the company. Another metric used is Net Promoter Score (NPS) which asks the question, "How likely are you to recommend our company to a friend?" Recently, companies have been using Customer Effort Scores (CES) to determine customer satisfaction. CES works on the premise that if a customer does not have to put in much effort to get to the solution they need, they are satisfied. We live in a fast paced world, and speed and efficiency are what people are looking for. Virtual Assistants provide customers with that convenience of ease and quickness that they desire. 

While each customer satisfaction metric has their own advantages and limitations, it is important that your company understands its customers, hearing it directly from the customer. How does your company capture the Voice of the Customer (VOC)? Would a Virtual Assistant help improve customer satisfaction? 

Thursday, April 2, 2015

Self-Service Solution Offer Support in Multiple Languages

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Becoming a globally recognized brand takes more than having an awesome product/ service, the company needs to provide exceptional customer support to all their consumers as well. This might come as a challenge when you have consumers all over the world who speak different languages. Hiring agents that can speak different languages can get costly, and frankly, its not practical.

One way to break down language barriers between you and your consumers is by implementing a Virtual Assistant. One of the many unique features of Virtual Assistants is the capability to support almost any language (single- or double-byte languages). We have talked about the importance of being able to communicate to your customers in their native language in the past and as a company, noHold is always trying to expand our capabilities. We are excited to announce that we  now support Virtual Assistants in two new languages: Polish and Turkish. (In addition to our already live Virtual Agents in Italian, Russian, Spanish, German, Portuguese, French, traditional Chinese, simplified Chinese, Japanese, Korean, and Dutch.)

Do you think having a multilingual support strategy is important? Why or why not? If yes, what is it for your company?

Thursday, March 26, 2015

noHold Enhances Customer Service with the Integration of Virtual Assistants and Live Chat

March 26, 2015, MILPITAS, CA – As a recognized leader, with over 15 years of experience in the Virtual Assistant space, noHold has developed a list of best practices; the integration between a Virtual Assistant and live chat through live chat connectors is one of them.

noHold’s live chat connectors are a set of open API’s that link noHold Virtual Assistants to any live chat application. The integration of the two provides a way for companies to better support their customers, while getting them most out of their investments.

First, the end user asks the Virtual Assistant a question. The Virtual Assistant will either provide the end user with the correct information (ending the interaction for that customer), or if it does not know the answer, it can provide the option to escalate to a live chat agent. If the latter occurs, the chat log is sent to the live chat agent. This will provide the agent with an understanding of the customer’s need and can address the issue quicker; without the end user having to repeat the problem. Once the live chat agent is available, there is a seamless transition between the Virtual Assistant and live agent within the same interface, improving the experience for the end user.

There are many advantages to integrating a Virtual Agent and live chat together:

  • Resolve abandonment issues
  • A web-based, self-service tool is available 24/7, while a live agent is only available during business hours
  • Queue pollution 

“Our objective is to create the best self-service experience possible for our customers’ end users.  In some cases it is appropriate for the Virtual Assistant to escalate a session to a live agent either to help resolve a problem, or to up-sell a pertinent product or service.” -Diego Ventura, CEO and founder of noHold.

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 interaction. noHold customers include Toshiba, Lenovo, Cisco and a host of industry leaders. Most 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.

Wednesday, March 25, 2015

noHold Publishes Revamped Website

Earlier in the month, noHold published a newly designed version of its website. We are excited about the feedback we have received thus far and believe the new design gives web visitors more freedom to explore our products in depth, on their own terms. 

noHold's Graphic Designer, Stephany Ventura, was responsible for developing and executing the website. "I really wanted the website to showcase our products; give our audience a deeper understanding of what a Virtual Agent looks like and how it works. Having an image-centric website, simplifying the navigation, and condensing the wording really made a positive impact on the flow of the website." 

To check out the site for yourself, please follow
Note: The website is mobile friendly, so you can check out the website right in the palm of your hand. 

Sunday, March 22, 2015

Artificial Intelligence and Social Media: Integration of Virtual Assistants on Forums

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It is nothing new that social media sites are one of the most popular platforms for customers to complain, praise, or seek customer support. Once companies began to realize this trend, "adoption of social customer care programs increased fivefold from 12% in 2010 to 59% in 2013." (Aberdeen Group). 

With so many different channels that people look to for support, it is important to offer self-service solutions for people that want to find answers on their own terms, 24/7. Integrating Virtual Assistants with online communities, including social media and forums, is an effective way to increase customer satisfaction and decrease support costs. 

A Virtual Assistant and social media can work together to provide the best possible support for customers that prefer these channels. The Virtual Assistant can be embedded on a companies Facebook page, automated on community forums to answer questions if it has a high degree of certainty, or leveraged as a tool that could be used prior to posting a question to the community.

How is your company adapting to the social age? Does your customer support strategy involve social media? To learn more about the integration of Virtual Assistants and communities, please visit our website: