Customer Feedback Fridays - Motorola Modem Virtual Assistant Webinar

Join us on Wednesday, May 2, 2012 for a 30 minute webinar as we introduce the Motorola Modem Virtual Assistant. If you are an Internet Service Provider (ISP) / Telco Provider, the Motorola Modem Virtual Assistant has already proven to reduce calls related to Motorola products. And...if you are not sure if it's for your business, register for the short webinar and you will have access to a free one month trial. Register via the link below, or click here.

And since it's Customer Feedback Friday, I will share a feedback from Motorola. Happy Friday!

“Motorola is pleased to be working with noHold to promote the Motorola Modem Virtual Assistant to Comcast and other customers, to provide an integrated and effective first-line-of-support to respond to customer inquiries,” said Mike Laraia, Vice President, Services and Support, Motorola Mobility.
Read the full Press Release here.

Wednesday, May 2, 2012 2:30pm ET / 11:30am PT / 1:30pm CST In only 30 minutes, we can show you how to decrease third-party support costs with the Motorola Modem Virtual Assistant. Imagine significantly reducing call center volume related to third-party products. That's what the Motorola Modem Virtual assistant can help you achieve. It's comprehensive and self-supporting, so customers can find answers to questions related to their Motorola products 24 hours a day, 7 days a week. And it's pre-packaged for quick and easy deployment, so you can begin enjoying the benefits almost immediately. With all that the Motorola Modem Virtual Assistant can do for you, it's worth 30 minutes of your time to find out more. With the Motorola Modem Virtual Assistant, questions about Motorola Products can be answered now, saving Motorola and your company an immense amount of time and money. SPEAKERS Matt Squillaro — Dir. of Business Development, Motorola Mobility Diego Ventura — CEO, noHold, Inc. Josh Przybus — Sales Associate, noHold, Inc.

Avatar Lookbook

To complement one of our last Customer Feedback posts about Avatars, feel free to take a peek at our Avatars Lookbook.

Happy Wednesday.

Give us Your Feedback - Which Topic Interests You?

Today, I'd like to ask for some feedback from you. We are excited for the next Webinar in our series, which will take place on May 16 at 11:30 AM PT. Please take a few seconds to tell us which title you would be most interested in hearing about. We'll share the results from our survey in the next blog with details to register.

Thanks in advance.

Create your

Customer Feedback Fridays - Avatars

With the excitement and buzz of Artificial Intelligence in business as well as digital personal assistant Siri, and IBM's super computer Watson, (not to forget the movie titled "Avatar") I thought it was a fitting time to resurrect the discussion about Avatars. What's an avatar you ask? It's one word used to describe a digital representation of a human, or a 3D cartoon. Sometimes it moves, responds based on sentiment, and sometimes it just smiles and stares.

Some of our customers have elected to use an avatar (in one form or another) as the 'face' of their Virtual Agent. In fact, noHold's technology is flexible enough to accommodate multiple options on the User Interface - for example: images (logos, pictures...); multiple panes (for promos, videos, etc.); 2D/3D avatar and more. In my blog post about flexibility, I mentioned that one customer has used the APIs to create their own UI. If you want to see some sample UI's, please visit www.nohold.com and type "Sample UI" into Ask Holmes - He will show you some great examples.

In 2011, we polled our customers and asked how they felt about Avatars. We received some great responses, and today since it's Customer Feedback Friday, I will share a feedback directly from one of noHold's customers about their take on Avatars.

Remember, the key is to take a look at your business (industry, target audience, key metrics..) and decide what experience will be the best for your customer, and use the metrics to make the best decision for your brand. In either case, we are happy to accommodate.

Happy Friday!

“Prior to a commitment to a 3D avatar we would likely A/B test with the standard avatar to understand the impact if any of using a 2D vs 3D representation. In the mindset of the customer they are more interested in a easy to use clean interface with rapid and relevant response/resolution. If a 3D vs 2D avatar were to prove more efficient in customer engagement with the virtual agent tool then it would likely take preference for the representation of the tool to the customer. However with that said more focus would likely be given to ensuring appropriate content is delivered to the customers query than whether the customer sees a 2D or 3D skinning of the tool.”

Webinar Today - Live Chat, Virtual Agents and PB&J

There's still time to register for today's webinar! Join us in a 30 minute session as we discuss the benefits of coupling live chat with a Virtual Agent. 11:30 AM PT/ 2:30 PM ET

Register Now

Agenda:

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?

All attendees will receive a free Interactive Web Response (IWR) Starter Pack. We hope to see you there.

Customer Feedback Fridays - Show Me the Money!

It's interesting to hear and read about the different ways in which companies compute Return On Investment (ROI). Today I thought I would share a bit about how noHold computes ROI.

By asking a simple question at the end of each Virtual Agent interaction - Was this solution helpful? yes/no? We capture the end user 'feedback' while showing the value of the Virtual Agent.

Of course, we take into account the total number of interactions along with cost per incident, etc. Sometimes to keep ourselves grounded, we get closer to the interaction (closer than the automatic metrics) and conduct a random session analysis. By taking a group of sample interactions and truly reading the customer intent, we can not only prove that automatic reporting is 'conservative' but we also get to understand what 'Joe' was really thinking when he got a solution he wasn't happy with.

With that, I will share with you a sample ROI - Computed using Resolution Rates.

And because it's Customer Feedback Friday, keep in mind that ROI is computed by asking the customer whether or not a solution was helpful.

In just a few months after going live:

71% resolution rate

24% unresolved (29% were out of scope)

5% partially resolved

Enjoy the holiday weekend.