Customer Feedback Fridays: The CK Movement

Confederated Knowledge™ (CK) or the ability to seamlessly 'connect' Virtual Assistants/Virtual Agents is proving to be very important for companies, especially in industries like Telecommunications, Personal Computing (PC), and peripheral devices. I can remember a number of instances when using my laptop and something went wrong. Unsure of where to troubleshoot my problem, I started looking for answers in the wrong place. There are many industries where CK is valuable, and today we would like to share a customer feedback specific to the PC industry.

Happy Friday.

"Complex technology issues often involve various brands of hardware and software. Each manufacturer often has the most knowledgeable experts on their product; Confederated Knowledge allows us to connect customers with the subject matter experts in a collaborative fashion while still ensuring that the customer receives a satisfactory resolution by staying involved in their support experience." - eSupport Manager, one of the top 3 PC manufacturers.

*For more information about CK, visit www.nohold.com

Customer Feedback Fridays

We have shared some feedback from noHold customers, now it's time to focus on the end user.

The voice of a happy end user is much softer than that of a dissatisfied one, but when they speak up, it gives us all a sense of fulfillment. A simple thank you is music to our ears.

Happy weekend.

“Thank you very much. We wish all tech support was as easy as this.”

Customer Feedback Fridays

Another great quote from a noHold customer. We are often asked the question, "What percentage of end users actually use the Virtual Assistant (Virtual Agent)?" This feedback provides a perfect response to Virtual Assistant adoption - Give your customers the option, and let them decide.

Enjoy your weekend.

“There is no one size fits all when it comes to [online support], and you must know your audience... You have to give them options...We never try to force or make a decision on behalf of the customer as to which tool will help them the most. We leave that to them.” -Cisco

Customer Feedback Fridays

We are excited to share another customer feedback from noHold customer, Webroot. Specifically, Webroot has shared their experience in introducing a Virtual Assistant (Virtual Agent)in English, and in Japanese. noHold customers have deployed Virtual Assistants in multiple languages, for example: English, Spanish, Portuguese, Italian, French, Dutch, German, Chinese, and Japanese.

Happy Friday!

"The noHold Virtual Agent has allowed Webroot to expand its support offerings in the Japanese market. With a small team in Japan, we are committed to continuously identifying ways to improve our customer’s experience while managing our support costs. In just the past few months since implementing our Japanese Virtual Agent we have already seen a significant return on our investment and improved customer satisfaction. Our customers expect only the best service from Webroot and we have an obligation to deliver nothing but the best possible experience to our customers. The noHold Virtual Agent is an integral part of our support operations and key to helping us uphold this standard of excellence." - Michael Davies, Manager Technical Support Operations at Webroot.