Business Case: Leading PC Manufacturers Enhance Interactive Self-Service and Reach an Average 850% ROI Per Month

In 1983, Steve Jobs and a few others filled a time capsule and buried it at the Aspen International Design Conference. Over 3 decades later, the show Diggers helped organizers finally uncover the buried treasure. The unveiling of the time capsule will be aired on the National Geographic’s channel, February 25.

One of the items in the time capsule is the Lisa mouse. This mouse is considered to be a significant part of tech history. “Jobs used it at the conference where he predicted many innovations we use today. He envisioned the future of computers and the Internet, the creation of the App Store, wireless networking and other Apple technologies.” (Steve Jobs Time Capsule Finally Uncovered After 30 Years) Thanks to the innovation of the Lisa mouse, it has set the bar high for top PC manufacturers to provide cutting edge technology to their consumers. The inception of the box mouse “Lisa”, helped lead to innovations like the wireless mouse, touchpads, touch screen/tablet, holographic keyboard, and much more. 

Virtual Agents are also making an impact on tech history. Companies in today’s market are utilizing automated self-service tools for more than just support . Since the conception of the Internet of Everything, noHold Connect Virtual Agent’s advanced technology allowing them to communicate with multiple Virtual Agents (noHold Connect), providing a “butler” to keep users connected to all their devices from a single User Interface (UI).   

Here is an example of one of the top 3 PC manufacturers who is also recognized as a company that develops, sells, repairs computers and related products and services. The company began using a Virtual Agent to provide a better customer experience. This company wanted to gain insight into the top issues their customers were inquiring about and be able to solve these issues. Instead of using a standard approach to self-service and offering a long list of articles with answers to an infinite number of questions, they implemented an “empty” VA (EZintel) to keen in on what customers were having the most trouble with. After understanding the questions through reporting analysis, they began providing interactive and diagnostic solutions (InstantSupport) across multiple product lines (printers, mobile devices, gaming, etc.). In addition, integrating the Virtual Agent with their existing support ecosystem has reduced the need for human intervention. By preempting live chat with the VA, customers have the opportunity to get a quick answer through the VA before engaging a live agent. As a result, the company recently reported a chat avoidance metric of 11%. Using this front line technology has saved companies hundreds of thousands of dollars. Companies in the PC industry report an average ROI of 850%.

Times have definitely changed since the Lisa mouse, but the constant need to innovate is timeless. There will always be a new way to do things, but adapting is key to staying competitive and successful. What do you think the next big technology break through will be? What would you want in your time capsule?   

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Throwback Thursday: Virtual Assistants That Keep Learning

     In light of Throwback Thursday, we wanted to share with you an article written about a noHold Virtual Assistant, Penny, in Money Management Executive. This article was written back in February of 2011 by a well know tech writer, Tom Steinert-Threlkeld. Click here for the full story. A subscription is required or you can opt for a free trial subscription as well. 

     I'm wanted to bring up one of noHold's customer's, 24/7 virtual employee, Penny because it is amazing the progress and knowledge she has accumulated since she was first implemented to their web presence. She began as EZintel (a product powered by noHold which is able to collect customer metrics), only being able to "answer one in four or one in five questions, correctly." Since she started off as EZintel she was essentially an empty Virtual Assistant. Penny started as an edit field that preempted the contact us page and simply asked "how can I help you." She started off with zero answers, just captured free form intelligence from the audience. They analyzed what kind of questions/comments customers were asking and updated Penny's knowledge accordingly. The more people that engaged with Penny, the smarter she got. EZintel allows your company to collect actionable consumer behavior metrics making it easier to give the consumers what they really want.

     Today, Penny is still reducing support costs as a fully fledged Virtual Assistant, able to answer questions from a wide array of topics that consumers are looking for. She has now expanded internationally on this particular customer's site as well as their customer's sites. To try out Penny for yourself, click here.

Cheers!

Customer Feedback Fridays - EZIntel™

noHold has had the opportunity to speak with and work with many different companies over the last 12 years. Listening to business requirements and understanding what is important to our customers is what makes us successful. One of the most common questions about implementing a Virtual Assistant is: Where do I begin?

The way we approach the response is always with flexibility: We can start with the most popular product; Look at the top call drivers, etc. But one our favorite response is this: Why don't we start with EZIntel? EZIntel is a simple edit field that preempts the contact us or help pages. It captures free form customer intent and turns it into actionable intelligence.

So, without having to boil the ocean, we let the end users tell us where we should start.

Enjoy this feedback from noHold customer, Computershare.

Cheers!

“We found the EZintel product very effective in helping us to gauge interaction volumes and understand the most common questions and issues faced by our users. It played a valuable role in helping us to further understand our audience and structure the help tool more effectively.”

For more information about EZIntel, contact us.