Customer Feedback Fridays - Flexibility

A few days ago, I had the opportunity to speak with one of noHold's Project Managers (PM) about a new customer implementation. I knew the customer had decided to work with noHold, but did not know specific details about the Virtual Assistant they would be launching in the near future. That's when our PM turned his laptop around and showed me the progress.

I was pleasantly surprised to learn they had elected to build their own Virtual Assistant, build a custom User Interface, all with minimal training. I was extremely 'wowed' by the screenshot of what the end user would see during an interaction with the Virtual Assistant.

We are very excited to share this customer feedback, and even more excited to show you the end result when they are ready to launch.

Happy weekend!

"One of the deciding factors in choosing noHold was the flexibility of the tool. noHold provided us with a sandbox, and with only 2 sessions of training, we were ready to go. Additionally, we were able to customize the User Interface (UI) while maintaining complete control."

Live Chat, Virtual Agents and Peanut Butter & Jelly

Companies use an IVR on the phone to find out what a customer is interested in before engaging a live agent, and after hours when an agent is not available. But how do they do it online? When your live chat agents start interacting, are they ready to hit the ground running? What are you using to capture the voice of your customer when agents are not available? How do you shorten the path to a meaningful chat?

Join noHold in a compelling webinar that addresses the benefits of coupling live chat with a Virtual Agent. We look forward to seeing you there.

Click here for more details, and to register.

Customer Feedback Fridays - Easy 'Peasy'

If you missed our webinar on March 14, be sure to mark your calendar for another exciting webinar discussion on April 11 (details to be announced.) Each month we will address another industry-related topic. We are looking forward to continuing our monthly series.

Now, back to Customer Feedback Fridays: Ease of implementation and maintenance.

I recall a conversation with a prospective customer a few months back. He said to me, "So, there are some folks working with me that think a Virtual Assistant is easy to launch, and only requires a few hours to maintain. Be honest, what is it going to take to get this up and running and keep it up to date?" The truth is, implementing a Virtual Assistant takes about 6 calendar weeks (sometimes less). We do the heavy lifting for you, and suggest a minimum of 10 hours per month to assess knowledge gaps, etc.

A good statement to ask yourself when launching a Virtual Assistant is this: I would never send a store clerk or call center agent to the front lines without the proper training; Why would I expect a Virtual Assistant to stay current without the proper knowledge?

With that, I will leave you with a quote from a noHold customer. Happy Friday.

"We implemented InstantSupport™ in about 6 weeks. We have to invest only 10 hours per month to maintain it at peak performance." - Vice President Quality and Support, specializing in GPS technology.

Customer Feedback Fridays - In the Form of An Expert Panel

Today, we want to give you a little something to look forward to. Instead of providing a customer feedback quote, we would like you to hear feedback from an expert panel.

On Wednesday, March 14, at 11:30 AM PT, noHold will be hosting a webinar. The webinar will feature experts from the PC, Software, and Mobility industries. During a 30 minute segment, noHold's CEO (Diego Ventura) will get feedback from the panel on a common and complex problem that companies have tried to solve for years - Support Across Company Boundaries.

Don't take our word for it - Hear what industry experts have to say!

For more information about the panelists, and to register, click here.

P.S. All attendees can register to receive a free CK Starter Kit.

Enjoy your weekend!

Customer Feedback Fridays - EZIntel™

noHold has had the opportunity to speak with and work with many different companies over the last 12 years. Listening to business requirements and understanding what is important to our customers is what makes us successful. One of the most common questions about implementing a Virtual Assistant is: Where do I begin?

The way we approach the response is always with flexibility: We can start with the most popular product; Look at the top call drivers, etc. But one our favorite response is this: Why don't we start with EZIntel? EZIntel is a simple edit field that preempts the contact us or help pages. It captures free form customer intent and turns it into actionable intelligence.

So, without having to boil the ocean, we let the end users tell us where we should start.

Enjoy this feedback from noHold customer, Computershare.

Cheers!

“We found the EZintel product very effective in helping us to gauge interaction volumes and understand the most common questions and issues faced by our users. It played a valuable role in helping us to further understand our audience and structure the help tool more effectively.”

For more information about EZIntel, contact us.