Wednesday, May 14, 2014

A Leading Provider of Home Phone, High Speed Internet, Wireless and Digital TV Services Leverages Partner Virtual Agents to Enhance the Customer Experience

Yesterday, we posted a blog on how to measure the ROI of a Virtual Agent. Today, we took a look at some of the value cards for the month of April and found that an expert in the telecommunications industry utilizing Virtual Agent technology received 170% ROI. They saw that weighted effectiveness was high, and calculated that the Virtual Agent would break-even (or pay for itself) at only 15% weighted effectiveness. As mentioned in previous blogs, weighted effectiveness represents the number of people who indicated that the solution the Virtual Agent presented them was very helpful. Currently, the Virtual Agent is reporting nearly 3 times that amount. ROI calculated through Virtual Agent effectiveness equates to savings that range from thousands of dollars, to hundreds of thousands of dollars on support costs each month.

There are a few noteworthy approaches this client takes to make sure they are getting the most out of their Virtual Agent. For one, this client utilized noHold Connect, allowing their Virtual Agent to connect with a partner company's Virtual Agent, making it easier for consumers to find their own answers to their problems. For example, if consumers are looking for an answer to a problem with their mobile phone and not necessarily their service, the Telco Virtual Agent can seamlessly in place activate the "connected" mobile device Virtual Agent via one user interface (UI). 

Also, the Virtual Agent begins the conversation to direct the user towards the correct product line, for faster resolution. The increase in completed sessions (completed conversations with the Virtual Agent) can be attributed to continuously monitoring the end user experience, and the ability to implement, test and adjust easily. 

Is your customer experience strategy designed to: implement, test and adjust easily? How do you monitor end user adoption of new self-service initiatives?