Thursday, November 19, 2015

Lenovo Uses noHold’s AI to Provide Consumers with a Single Point of Search

November 19, 2015, MILPITAS, CA – noHold recently announced the release of a new AI connector that allows for integration with multiple knowledge sources such as Bing, Google, Lithium Communities, and more. This connector is unique because of its ability to pull content from different sources, all within one place; we call this Single Point of Search.

Lenovo, a leader in providing innovative consumer, commercial, and enterprise technology, is one of the first companies to utilize this type of connector. When discussing web self-support, creating a seamless customer experience was a top priority for Lenovo. With the use of noHold’s connector, Lenovo is able to provide users with a sophisticated search experience through one intelligent interface.

As a strategic way to provide a self-service tool that will augment the customers’ experience, Lenovo’s new product portal focused on a few major areas:
  •   A cleaner, more concise user interface with simplified navigation.
  •   New and updated content was created.
  •   The use of a Virtual Assistant to provide a search experience was enabled to provide real-time solutions from 3rd party sources.

According to a recent Forrester study, web self-service has officially surpassed the use of the voice channel for the first time (Forrester’s Top Trends for Customer Service in 2015). As the number of self-service users continues to climb, the self-service technology itself needs to advance as well. Single Point of Search is the start to shifting the way consumers engage with companies. There will no longer be a need to jump from channel to channel to find the answers you need. Customers will have the information that is most relevant to them, with the convenience of accessing it from a single point. 

“There are three factors that are making the adoption of Single Point of Search critical for companies in the near future: (1) the volume and complexity of content is increasing, (2) the number of repositories for content to be pulled from is growing, and (3) end users are demanding there be one place where they can find exactly what they need. We are pleased to see companies, such as Lenovo, recognizing the need for this type of support and paving the way for others to follow suit,” said 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 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.

Wednesday, November 11, 2015

Dell Recognized as Top Player in Web & Social Support by LAPTOP Magazine

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It's about that time of year when LAPTOP Magazine releases its Tech Support Showdown article, 2015. Overall, it was interesting to see how this years showdown had a major shift in focus toward the importance of excellent online support. "This year, we noted a general trend toward online-only or online-focused support and away from traditional phone service. In fact, in some cases, the only way to get an answer (or, in some cases, a correct answer) to a question was to go online." (Tech Support Showdown 2015: Who Wins, Who Loses)

One company that should receive recognition for its high score in online and social support is Dell. Through the year, Dell has made significant efforts to try and make its support site easier to navigate, and with a score of 53.25 out of 60 (the second highest score for web support), it is fair to say its efforts have paid off.

According to the review, "the Interactive Support Agent (the Ask a Question button) proved very useful." As leading analyst firms are suggesting, Virtual Assistant technology (self-service) is quickly becoming the preferred channel for consumers. Dell has embraced this trend, and implemented its Virtual Assistant so users can utilize an intuitive self-service option that guides them to the answers they need, in the easiest way possible.  This experience is starting to take the place of static FAQ's and never ending lists of 'relevant' articles from basic search. The Virtual Assistant provides a diagnostic and interactive experience that is as close to human as possible, without the actual need for human intervention. A win-win for both end users and the company.

Quote. "The Interactive Support Agent (the ask a Question button) proved very useful."
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Also within the article, LAPTOP Magazine mentions
  • The ease of the 'Hot Topics' list - conveniently located list of topics that consumers have found most helpful. Includes trending topics such as Cortana, Windows 10, etc.
  • Embedded media - Users have found embedded media (i.e. photos, videos, etc) to be very helpful when understanding a solution. 
  • Completeness - The Virtual Assistant lead the user to the correct answer they needed, with bonus information as well. 

Screenshot of Virtual Assistant interface
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Kudos to Dell for understanding what its customers want, and executing the support site in a way that consumers find helpful!

Friday, November 6, 2015

Black Friday: 4 Tips to Avoiding a Customer Service Nightmare this Holiday Season

Ready or not, the 2015 holiday season is among us! While it may be the happiest time of the year for some, it can quickly turn into a nightmare for customer service professionals if the right measures aren't taken to ensure smooth sailing through the season. 

Some companies have been preparing for this rush since the end of summer, and rightfully so. 2015 is expected to be the "most connected holiday shopping season - ever. Almost half of holiday shopping occured online" ( "In 2014, Thanksgiving Day and Black Friday set new (online) sales records with 1.33 billion and $2.4 billion spent. This number is only expected to rise for 2015" ( We can't forget about the growing trend of Cyber Monday either. Check out the infogrpahic below sharing 2014 Cyber Monday results.

Infographic with lots of graphs and statistics about 2014 Cyber Monday
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These couple months are the biggest time of year for businesses to see growth in every aspect of their company. "Ad impressions get a 50 percent boost, [Click-through rates] CTRs skyrocket 100 percent, direct traffic grows 150 percent, average order values rise 30 percent and conversion rates increase 60 percent" (Entrepreneur).

With the expected spike in traffic during this season, consumers already anticipate long wait times and rude people; and companies witness customer satisfaction scores drop. But what if there was a way to keep up with the increase in demand AND maintain customer satisfaction, though? World-class brands have accomplished it, and with the right recipe so can you. Here are some tips to help your company continue to hit top sales all season, while (doing the most important thing) keeping customers happy. 

Tip #1 Planning ahead- As mentioned earlier, it is always helpful to get a head start so you aren't frantically trying to get everything set up in a short amount of time.

Yellow Road signs with blue sky in background
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Tip #2 Hiring enough help- Making sure you are not under staff during the rush season has a few positive affects. (a) customers don't have to wait for busy agents, and (b) agents don't feel rushed and can help customers completely through their issues. It's a win-win situation. Happy employees = happy customers. 

Tip #3 Providing helpful resources-  With the influx in contact volume coupled with the increase in seasonal agents, proper tools and resources should be made available to agents. One resource many call centers are equipping their agents with is a Virtual Assistant, promoting efficiency and consistency to new and seasoned agents. 

Tip #4 Self-Service- As a common theme throughout this blog, mobile and eCommerce are playing a huge role in the way people are interacting with your company. Online support holds true as well. Intuitive/ diagnostic self-service options should be readily available and easily accessible to consumers via the web.

Virtual Assistant screenshot with images of laptops
Example of Interactive self-service solution (Virtual Assistant)

How is your company preparing for the holidays? Are you taking a different approach this year to account for the web? 

For more information on how Virtual Assistants help to alleviate some of the stress during peak seasons, please read "How Stand Out Brands Weather the Storm During Critical Spikes in Traffic."

Tuesday, October 27, 2015

noHold A.I. Helps Security Software Industry Combat Microsoft Impersonation Scam

Picture of a woman holding a sign up reading, "Is this a scam?"
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October 27, 2015, MILPITAS, CA – The wide spread adoption of mobile, social, and E-commerce has businesses and consumers more worried than ever about cybersecurity and privacy. Major security breaches have caused distrust (Sony, Target, JP Morgan Chase), and Internet scams remain an easy way to steal account data and personal information (IRS impostors, social media scams, email viruses). Every year, cyber-attacks are increasing in volume, financial loss, and sophistication. Gartner sees an upward trend, estimating that the “global cybersecurity market will grow from $67 billion in 2013 to $93 billion in 2017” (TechCrunch).

One scam that has affected millions of people around the world is the Microsoft Impersonation scam. Since circa 2008, con artists have been reaching out to computer owners via telephone pretending to be part of Microsoft’s tech support team calling in regards to an infected computer. While offering fake security software protection for a fee, the hackers also take remote access of the computer to steal personal data.

According to Microsoft, in 2015 alone, over 3 million people will become victims and scammed out of $1.5 billion (ConsumerAffairs). Top security software companies are being proactive in leveraging Virtual Assistants to help educate PC owners about this issue. Metrics collected by noHold Virtual Assistants have (a) confirmed that people are asking about this issue (b) helped Security companies better understand the nature of the problem. More specifically, the Virtual Assistant helped noHold clients in the security software industry:
  • Divert thousands of calls away from the call center.
  • Provide effective solutions to consumers through their preferred channel.
  • Protect thousands of customers from this scam.

“Cyber-attacks are the plague of the Information Age and it is important to band together to resolve this problem.  Our role is to understand how people who are affected by these issues perceive the problem and give them simple instructions to resolve it,” said Diego Ventura, CEO of noHold, Inc.

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.

Monday, October 26, 2015

Gartner Identifies Autonomous Agents as Top Technology Trend to Watch for in 2016

Can you believe it is almost the end of the year? With the holidays fast approaching, the rest of 2015 is going to fly by. In fact, leading analysts have already started making predictions for 2016 top trends. Recently, Gartner went into detail about top technology trends at the Gartner Symposium/ITxpo 2015 in Orlando. Check out what tech trends they think you should look out for in 2016 on the infographic below: 

Infographic with a pyramid of circles with graphics inside them to depict the top technology trends of 2016
Gartner, Smarter with Gartner, Top 10 Technology Trends Signal the Digital Mesh, October 7, 2015
We are excited (but not surprised) to see 'autonomous agents and things' as a top trend in the coming year according to Gartner. Virtual Personal Assistants (and Virtual Customer Assistants) have made major strides within the past couple years, and more companies are beginning to see the benefits of investing into this technology. Not just any static Artificial Intelligence (AI) will cut it though; consumers are demanding sophisticated, intelligent agents that can handle tasks seamlessly. "Over the next five years we will evolve to a postapp world with intelligent agents delivering dynamic and contextual actions and interfaces," said Mr. Cearley. "IT leaders should explore how they can use autonomous things and agents to augment human activity and free people for work that only people can do. However, they must recognize that smart agents and things are a long-term phenomenon that will continually evolve and expand their uses for the next 20 years." (Gartner Identifies the Top 10 Strategic Technology Trends for 2016)

What is your opinion on autonomous agents and things? Thoughts about any of the other predicted trends for 2016? Let us know in the comments below. 
For more information on next generation Virtual Assistant technology for Enterprise and SMB, please contact noHold.

Friday, October 9, 2015

4 Employee Engagement Trends That Every Company Should Adopt

In light of Customer Service Week coming to an end, I wanted to share the top four ways companies can increase employee adoption of new customer service tools. 
Calendar with thumb tack on it
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Weekly updates- Sharing current company news (such as new customer service resources) as they are presented, equips employees to fulfill their duties to the best of their abilities. Also, circulating any updates or new features to current resources to make sure employees are making the best use of the tools around them. 

Gamification infogrpahic
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Gamification- "By 2018, the Global Gamification Market will reach $5.5Bn." (DigitalChalkGamification can be used to enhance employee engagement through adding game-like elements into the work environment;  such as earning points for specific tasks, displaying leaders by rank, and more. By implementing this method, brands help motivate employees to adopt new technologies, generate healthy competition, and boost customer loyalty while.

Infographic with puzzle pieces about feedback
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Giving opportunity to provide feedback- Focusing on engaging employees with effective feedback is important, and similarly, allowing employees the opportunity to discuss issues or ideas with their superiors is important. The above infographic maps out different factors that contribute to effective communication. 

Parking sign that says "Researched for Employee of the Month"
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Offering Incentives- Who doesn't like getting free things? Offer incentives (gift cards, office perks, etc) to employees that show positive attitudes and behaviors. 

Change can be difficult. Employees might be stuck in their old ways and think, "I've done my job just fine without the use of this new tool, I don't need it." Using some of these strategies will help improve adoption, and increase employee satisfaction overall. In essence, employee engagement is what can take your brands customer service from good to exceptional. 

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.