Four out of Five Users Prefer Using a Virtual Agent to Traditional Support Options

Last month, we mentioned that noHold is conducting A/B testing to measure user preference when it comes to support site options. [Click here to read the full blog describing the testing.] After analyzing the data collected thus far, we found that four out of five users prefer using a Virtual Agent (VA) as a first line of support, compared to a brand's current (non-interactive) support options (e.g. FAQ's, phone numbers, email, etc).

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Sometimes clients come to us for a Call Center Virtual Agent only (employee-facing). There are great advantages to implementing a VA in the Call Center. It can reduce Average Handle Time (AHT) by up to 15%, and improve training and consistency within the Call Center, but knowing the majority of users chose the Virtual Agent as their preferred first line of defense for support, validates to our clients the need to make Virtual Agents available to their customers as well. Here's an example; a leader in the security software industry is broadening the reach of their Virtual Agent from being used by Call Center agents only to implementing a customer-facing VA. This way, customers have the option to find the answers to their own questions, reducing the volume of calls to the Call Center and thus decreasing costs. 

Let us know what your experience with a Virtual Agent was like? Did you prefer the interactive approach the Virtual Agent offered? How did it compare to 'old-school' (traditional) support options?

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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?

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