The web is becoming one of the most popular channels for consumers to find answers to support questions about a product they just purchased. Over half of consumers will make their first attempt to solving their problems by looking online. “75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information; 91% say they would use an online knowledgebase if it were available and tailored to their needs.” (http://www.customerthink.com/blog/12_take_note_online_customer_service_statistics_for_2012) Customers are expecting immediate answers to the questions they need answered. Laptop Magazine conducted a survey on many companies’ customer support methods and gave them a grade based on these surveys/tests. Virtual Agents are becoming more popular and more of the norm now because of their efficient capabilities to lead you to your solution, quickly.
|Virtual Agent powered by noHold|
Laptop Magazine surveyed a large PC manufacturer that utilizes a Virtual Agent powered by noHold. This method of customer support helped this company receive such a high grade for web support.
There are a variety of different strategies when it comes to customer support, especially on the web, but Virtual Agents are becoming the most effective channel for customer satisfaction and reduction of costs. Virtual Agents can provide answers within a few clicks. When end users are in need of fast answers, sometimes there is a ‘hold time’ associated with other channels. In the laptop review, Virtual Agents for customer support require ‘no hold’ (pun intended) and had the quickest and most accurate response.
To read the whole article and find out how other companies did check out the Tech Support Showdown 2012