Tuesday, June 10, 2014

Virtual Agent Tips and Tricks: Making Adjustments to Your Virtual Agent and Self-Service Over Time

One of the biggest questions companies need to ask themselves is, "Do our support options still work best for our customers?" It is important to take some time to re-evaluate implementations, technologies and strategies to make sure what was working then, is still working now. 

In parallel with the customer journey on the website, noHold customers are always looking for ways to further enhance the Virtual Agent and self-service experience. For example, one noHold customer has opted to update the Virtual Agent's User Interface (UI) while asking end users to select his/her specific product before beginning a conversation. This updated experience with the Virtual Agent will streamline the interaction and guide the end user to best solutions related to his or her specific product. 

Keeping up with customer demand, and modernizing support is a major contributor to revolutionizing the customer experience. Virtual Agents can be updated quickly, can automatically capture the voice of the customer, and can be positioned across channels. 

How often do you evaluate and modernize the customer experience? In your opinion, what are the best ways to retrofit self-service without compromising customer satisfaction?