Wednesday, April 23, 2014

Top Networking Company's Winning Self-Service Solution

A leading American manufacturer of consumer electronics that specializes in connectivity devices has seen great advances with the use of self-service augmented by a Virtual Agent. In the previous month (March), there have been a couple major highlights for this company; the Virtual Agent assisted hundreds of thousands of users in seven different languages with almost one million knowledge base views.

In addition to providing the company with access (behind a secure login) to automatic dashboards and reporting, we provide a monthly value card from our team including a section for the most commonly used solutions. The top 5 solutions used for last month were…
  1. What to do if you forget your router’s password 
  2. Connecting a printer to your router 
  3. Setting up or viewing the router’s password 
  4. Resetting the router to factory default settings 
  5. Setting up a password (WEP/WPA/WPA2) for the wireless network of your router 
As you can see, questions about 'password' are a common issue and the Virtual Agent provides users a self-service method to answering these problems and more. Self-service is more cost effective than employing a live agent to respond to every phone/email/chat question, and the Virtual Agent increases customer satisfaction more than FAQ’s because it provides an interactive experience for the consumer. For this company, using a Virtual Agent has saved them hundreds of thousands of dollars a month on support costs. 

Does your company automate Frequently Asked Questions such as password issues? How do you measure the success of your self-service solution across multiple languages?