Wednesday, June 11, 2014

Majority of Users Preferred Interacting with a Virtual Agent as a First Line of Support

Recently, noHold has been conducting A/B testing to test the end user experience for some of our clients. A group of noHold team members randomly asked coffee shop goers of all ages and backgrounds to participate in a short experiment regarding support site functionality. Each participant was asked to find the solution to a possible problem they might face if working with a certain brand. For example, we asked participants to imagine that they wanted to find out if lead is present in products from a leading manufacturer of home appliances.The interested parties were asked to find the answer using A) the brands current support site and then B) the brands support site implemented with a Virtual Agent. 

So far, we have done this testing with a few clients and have learned a lot from users' feedback. Most people preferred interacting with the Virtual Agent to find the solution because of its easy-to-navigate, clean user interface. While most people enjoyed using the Virtual Agent, some people still stuck with what was familiar to them. For example, one participant went straight for the 'contact us' form without trying to find the answer on his own because that was what he was accustomed to.    
I'll leave you with this statistic that explains the soon to be shift within the customer service space, which also applies to customer support. "Worldwide demographics will affect customer service. Generation Y will account for 33% of the global population by 2020. They want to communicate via social networks and be empowered by self-service" (Source: Orange Business Services; Delivering the New Customer Experience). 

How does your company plan to meet or exceed the demand for modern customer service strategies in these upcoming generations?