One of the key benefits that a Virtual Assistant provides is valuable feedback from your website visitors. Whether it's criticism or praise, feedback gets you closer to voice of your customer. Because we love these sound bites from our customers and end users, we want to share them with you.
Here's to our first "Customer Feedback Friday" - Have a great weekend!
"The data we get from noHold [Virtual Assistant]is unlike anything we’ve seen here."
Friday, January 27, 2012
Tuesday, December 13, 2011
Is Your Virtual Assistant Ready for the Holidays?
With less than two weeks before the holidays are upon us, it's a good time to ask yourself if your website is ready to handle the rush.
Luckily, you have a Virtual Assistant that can manage thousands of customer requests simultaneously, on the web or via mobile device.
Use the Virtual Assistant to:
1) Respond to set up and customer service questions. If your products and services are purchased as gifts, they should be bundled with the support to get your customers up and running quickly. Answering these requests quickly ensures increased customer satisfaction and brand loyalty.
2) Use the analytics! Your Virtual Assistant is wrapped in a shiny package with metrics. Find out what your customers are asking to:
- Increase up-sell opportunities: if they bought the device, and didn't get the adapters, use the Virtual Assistant to guide them to the right place. Similar to an in-store experience, the Virtual Assistant can take your customer by the hand (the virtual hand) and walk them to the isle
(the page) where they can purchase complementary products.
- Build competitive products: take advantage of the voice of the customer. After the rush is over, you won't just be left with bags of holiday wrapping paper for the recycling bin. Your bonus is the gold mine of feedback and customer intelligence that will help you not only improve your offerings, but empower you to get closer to your customers.
Providing this intelligence to marketing, sales, as well as customer service will make you a superstar.
- Reduce support costs: Provide your new and existing customers with the best gift for the holidays. Sometimes, they don't want to talk to you, and it's evident. Leverage the Virtual Assistant to increase self-service on your site. Your customers will thank you.
3) Use your Virtual Assistant like an army of holiday clerks.
Did you know you can use the same Virtual Assistant on your social media channels like Facebook, Blog, etc? In a brick and mortar business, you would never forget to fully equip your store to handle the rush -- don't forget to do it online.
4) Be sure to give your Virtual Assistant access to the right information. At the last minute, everybody has the same question "Where is my order?" or "what offers are available in my area?" Connect your Virtual Assistant with your Customer Relationship Management (CRM) or back end systems to be sure your customers get an all encompassing solution.
5) And finally (holiday drum-roll please): Give your Virtual Assistant the ability to escalate to the right sources. In a real store experience, the clerk always has the option to ask for help. Use the Virtual Assistant to right-channel your customers so they can get to the right place. For example, if your customer wants to take advantage of your holiday offer to refer a friend, perhaps he/she needs help with the process. A Virtual Assistant can always help, but in some cases a live agent is necessary. Use seamless live chat integration so the customer doesn't have to repeat himself, and the agent knows right away how to respond.
If you want to learn more about getting your Virtual Assistant holiday ready, please contact your account team. We have a few gold nuggets that we save for our customers. Happy Holidays from noHold!
Luckily, you have a Virtual Assistant that can manage thousands of customer requests simultaneously, on the web or via mobile device.
Use the Virtual Assistant to:
1) Respond to set up and customer service questions. If your products and services are purchased as gifts, they should be bundled with the support to get your customers up and running quickly. Answering these requests quickly ensures increased customer satisfaction and brand loyalty.
2) Use the analytics! Your Virtual Assistant is wrapped in a shiny package with metrics. Find out what your customers are asking to:
- Increase up-sell opportunities: if they bought the device, and didn't get the adapters, use the Virtual Assistant to guide them to the right place. Similar to an in-store experience, the Virtual Assistant can take your customer by the hand (the virtual hand) and walk them to the isle
(the page) where they can purchase complementary products.
- Build competitive products: take advantage of the voice of the customer. After the rush is over, you won't just be left with bags of holiday wrapping paper for the recycling bin. Your bonus is the gold mine of feedback and customer intelligence that will help you not only improve your offerings, but empower you to get closer to your customers.
Providing this intelligence to marketing, sales, as well as customer service will make you a superstar.
- Reduce support costs: Provide your new and existing customers with the best gift for the holidays. Sometimes, they don't want to talk to you, and it's evident. Leverage the Virtual Assistant to increase self-service on your site. Your customers will thank you.
3) Use your Virtual Assistant like an army of holiday clerks.
Did you know you can use the same Virtual Assistant on your social media channels like Facebook, Blog, etc? In a brick and mortar business, you would never forget to fully equip your store to handle the rush -- don't forget to do it online.
4) Be sure to give your Virtual Assistant access to the right information. At the last minute, everybody has the same question "Where is my order?" or "what offers are available in my area?" Connect your Virtual Assistant with your Customer Relationship Management (CRM) or back end systems to be sure your customers get an all encompassing solution.
5) And finally (holiday drum-roll please): Give your Virtual Assistant the ability to escalate to the right sources. In a real store experience, the clerk always has the option to ask for help. Use the Virtual Assistant to right-channel your customers so they can get to the right place. For example, if your customer wants to take advantage of your holiday offer to refer a friend, perhaps he/she needs help with the process. A Virtual Assistant can always help, but in some cases a live agent is necessary. Use seamless live chat integration so the customer doesn't have to repeat himself, and the agent knows right away how to respond.
If you want to learn more about getting your Virtual Assistant holiday ready, please contact your account team. We have a few gold nuggets that we save for our customers. Happy Holidays from noHold!
Monday, October 17, 2011
AI vs. AI: The Need for Virtual Assistants to 'Talk' to Each Other
A few months ago, students from Cornell University had an idea: what would happen if we put two laptops side by side and allowed chatbots interact with each other? (AI vs. AI. Two Chatbots talking to eachother http://youtu.be/WnzlbyTZsQY ) The Artificial Intelligence (AI) behind such chatbots is based on conversations with people - "NOTE: This AI learns from people - things said may seem inappropriate - use at your own risk." The AI had learned from human interaction. The result was a bit of a heated conversation that meant nothing. There is a need for leading brands to make Virtual Assistants "talk to each other" and it’s working today.
Now switch your thinking to Virtual Assistants in the customer care and customer service space. Typically, they are programmed to respond to user queries having to do with customer care issues like billing, troubleshooting, and how to navigate to the right information. The AI can "learn" from past user conversations when a solution is voted helpful and the knowledge comes straight from the company that owns the content. In most cases, there is a need for these Intelligent Virtual Assistants to interact. For example, if you purchase a laptop it comes bundled with security software, and perhaps additional software for multimedia. You will take it home, connect it to your wireless network, and use a device like a wireless mouse. This scenario is typical and should include more components like the internal processor, other peripheral devices, etc. What happens when you lose your network connection? Where does the problem originate? Who do you call? Is it the Service Provider, the wireless router manufacturer, or is it your laptop that requires assistance? Customer Support is no longer isolated to one brand.
The ability for Virtual Assistants to "interact" in customer service and support is necessary. In this scenario, the Artificial Intelligence will not discuss religion or unicorns like the experiment conducted by students at Cornell University. Rather, one Virtual Assistant will be able to help you troubleshoot your problem and if it discovers that the problem may be related to your wireless router or the internal chip on your laptop, the AI will seamlessly pass your conversation onto the Virtual Assistant that can help you; its very similar to a live agent interaction. As products and services continue to overlap, consumers will demand the same overlap in support.
"Support across company boundaries."
For more information about Confederated Knowledge(TM) please contact noHold, or visit www.nohold.com/ck
Thursday, May 26, 2011
Is your e-Service Strategy Multilingual? 72.7% of Internet Users say it should be...
As the leader in Virtual Agent technology, noHold has taken an aggressive approach in ensuring that they are also pioneers in multi-language support. Not only does a Virtual Agent with the ability to support multiple languages increase international customer satisfaction, but it can also help convert sales. Market analyst firm IDC says that web users are up to four times more likely to purchase from a site that communicates in the customer’s language. (www.idc.com)
In a world that is becoming increasingly globalized, it is now more important than ever to have a global support strategy. According to InternetWorldStats.com, 72.7% of Internet users speak a language other than English. In order to meet the needs of the vast internet majority, noHold has engineered a system that allows Virtual Agents to speak the language of any end-user with extreme accuracy.
To read more visit: http://www.nohold2.com/press/press-release-march-31-2011/
Thursday, February 17, 2011
noHold Featured in Money Management Executive
Keep a look out for the February 14th edition of Money Management Executive, which features an exclusive look at how Computershare(C) has utilized noHold Virtual Agents to assist in online customer support. The article provides a fascinating look at the implementation and development of a virtual agent, as well as a few o
f the business benefits associated with installing noHold technology.
f the business benefits associated with installing noHold technology."The introduction of [a noHold Virtual Agent] was a means of increasing the automation of interactions with customers, but doing it in a more personal—and more precise—manner."
-Money Management Executive
A Penny Learned: How a Virtual Agent Gets the Job Done
Volume 19, Issue 7
The article was penned by long-time tech writer Tom Steinert-Threlkeld, and in keeping true to his previous body of work, is extremely well-written. The full story can be found here (subscription required).
Please visit the noHold website for further information on how implementing a Virtual Agent can help your business increase customer satisfaction while reducing support costs. Click the above picture to see Computershare's implementation, Penny, up close.
Thursday, January 6, 2011
Thursday, December 16, 2010
The Diversity of Integration: Escalating to a Live Chat
Although a Virtual Agent may be able to solve the large majority of end-user problems, there are some cases where escalating to live support may be necessary. In these instances, a noHold Virtual Agent can automatically pass the session log to an alternate channel (a live chat, email contact, etc.).
Our customers will see vast improvements on two fronts. First, the end-user experience will be exponentially more cohesive and fluid. That is, users
will not have to search from page-to-page for answers and contact information, but rather, be automatically redirected to the appropriate channel. Ultimately, this can lead to increased customer satisfaction, and in turn, increased brand loyalty. Second, due to the fact that the session log is passed along, the receiving agent already knows the user’s problem before the live chat even starts. This assures that even if your user has to go through escalations, there will be time-saving measures in place. 
to a live chat, where they can ask their question to a company representative. On the other end, the company representative does not need to take the time to find out what the end-users question is, because the Virtual Agent has already provided the entire chat log.
As seen in the screen shots, Comcast currently has noHold's live chat integration up and running. To integrate your own live chat with a noHold Virtual Agent, contact us today: http://www.nohold.com/contact/index.php.
Our customers will see vast improvements on two fronts. First, the end-user experience will be exponentially more cohesive and fluid. That is, users
will not have to search from page-to-page for answers and contact information, but rather, be automatically redirected to the appropriate channel. Ultimately, this can lead to increased customer satisfaction, and in turn, increased brand loyalty. Second, due to the fact that the session log is passed along, the receiving agent already knows the user’s problem before the live chat even starts. This assures that even if your user has to go through escalations, there will be time-saving measures in place. For example, if an end-user asks a question that requires human interaction, or if the knowledge base does not contain the answer the user is looking for, our Virtual Agent can direct the end-user to a live chat.
After entering their name and zip-code, the end-user is brought
to a live chat, where they can ask their question to a company representative. On the other end, the company representative does not need to take the time to find out what the end-users question is, because the Virtual Agent has already provided the entire chat log.As seen in the screen shots, Comcast currently has noHold's live chat integration up and running. To integrate your own live chat with a noHold Virtual Agent, contact us today: http://www.nohold.com/contact/index.php.
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