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 www.nohold.com.

Press Contact
Veronica Cech
Marketing Associate
vcech@nohold.com     
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 www.nohold.com.
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

Photo Credit: hrzone.com
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: www.nohold.com 




Monday, March 9, 2015

How a Virtual Assistant Can Help Your Company During Tax Season, Or Any Peak Season

Photo Credit: basehorinfo.com
With tax season among us, an increase in call volume is expected to follow for businesses in the financial services industry. One way to combat these support call peak seasons without have to break the bank is by leveraging a Virtual Agent to handle some of those issues. 

Last year we wrote about a leading stock transfer company that saw the benefits of leveraging their Virtual Agent during tax season. This year, they are expecting to see the same results. 

During the months of March and April, there was a significant spike in the number of interactions with the Virtual Agent compared to previous months. More and more people are looking to self-service options before grabbing the phone. 

With the help of the Virtual Agent, this company, and companies alike, are able to 
  • Handle an increase in volume without the addition of more agents. 
  • Save money on support costs
  • Increase customer satisfaction by providing their consumers with the answers they need, when they need them.
What are some ways your call center tries to manage spikes in support calls? Do you offer self-service options, and if so, are they easy to find on your website?  

Friday, February 27, 2015

The Evolution of Virtual Customer Assistants

A look back at the advances Virtual Agents have made in the past 20 years.


Photo Credit: dailygalaxy.com
Virtual Agents have become a part of the mainstream culture now. Just take a look at Siri, Google Now, Cortana, and many other large brands are starting to follow suit and acquire Artificial Intelligence companies. As a company with over 15 years of experience working within the Virtual Agent space, noHold has constantly been advancing our technology to fit with the times. Here is a brief recap to show you how far Virtual Agents have evolved since their inception:


1. A Virtual Agent (VA) can get data only from its own database
2. VA can leverage content from other databases
3. VA can integrate with back office systems
4. VA can connect to external devices
5. VA leverages context intelligently by being super connected

As you can see, Virtual Agents have advanced tremendously.Going from only being able to retrieve data from their own database, to leveraging information intelligently from multiple sources is incredible. [Click here to read how noHold helped a global giant move from traditional support to leveraging a Virtual Agent for more complex issues.]

What do you think the next step will be in the evolution of Virtual Assistants? Is your company noticing the upward trend in Artificial Intelligence use and what are they doing about it? Let us know your thoughts in the comments below. 
Cheers!

Thursday, February 19, 2015

ViewSonic Leverages noHold A.I. for Next Generation Customer Service

The company continues its 13 year relationship with noHold


MILPITAS, CA, February 19, 2015 - noHold, Inc. is excited to share that ViewSonic Corp., a leading global provider of visual solution products, has decided to continue its relationship with noHold. ViewSonic and noHold are dedicated to being innovators and share a passion for creating a cutting-edge customer support experience.

Before Virtual Customer Assistants (also known as Virtual Agents) became popular, customer-centric brands like ViewSonic, were already seeing the need for 24x7 interactive web support. The company launched its first Virtual Assistant on its support site in 2002. Although this form of self-service technology was new to the market, ViewSonic was already seeing the benefits:
  •     reduction of calls in their call center
  •     ability to launch new products without the need to increase support headcount
  •     increased overall customer satisfaction.

Today, the ViewSonic Virtual Assistant answers questions and offers troubleshooting about the company’s innovative display and cloud products, while capturing actionable metrics related to customer behavior.

“We value our partnership with noHold and will continue to collaborate with them to meet and exceed our customer service needs. Based on our data, a segment of our customers rely on the convenience of virtual agent tools and has trended upward over the last 10 years. InstantSupport has been instrumental in our efficiency to provide that instantaneous solution to our savvy users,” said Michelle Toda, Customer Care Manager of ViewSonic Corp.

“Artificial Intelligence is becoming more and more part of our daily life and ViewSonic is leveraging this trend to continuously improve customer satisfaction. noHold will continue to provide the technology that empowers ViewSonic to engage its customers effectively and on their own terms,” said Diego Ventura, CEO of noHold.

About ViewSonic
Founded in California in 1987, ViewSonic is a world leading visual solutions provider.  As an innovator and visionary, ViewSonic keeps the world connected with a portfolio of professional level visual solutions that enhance the way we compute, collaborate, communicate and connect. Our products include LED monitors, interactive commercial displays, touch displays, projectors, thin client, zero client and smart displays. To find out more about ViewSonic, visit viewsonic.com.      
  
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 answer 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. More information can be found at www.nohold.com.

Press Contact:
Veronica Cech
Marketing Associate
408.946.9200 ext. 356

Friday, February 13, 2015

Customer Loyalty Proven to be Just as Important as Acquiring New Customers

Expanding your customer base is important to any business, but customer retention can be equally as important. Figures show that "repeat customer spend 33% more than new customers" (LivePerson Twitter) and "65% of a company's business comes from existing customers, and it costs five times as much to attract a new customer than to keep an existing one satisfied." (camfoundation.com) The question is, how do we get customers coming back for more? 

One solution is for your brand to provide world-class customer support. We have worked with top named brands for years to help them create an excellent customer experience for their audience. Throughout the years, we have found that Virtual Agents are effective support tools for increasing customer satisfaction and reducing support costs.

What is your company's strategy for customer loyalty? 
www.nohold.com