Latest Virtual Agent Implementation for a Loyal Customer

I wanted to write a short blog to share some exciting news with everyone!

Just recently, a leading company in stock investment management went live with a new Virtual Agent addressing investor related questions from the UK user base. This implementation is slightly different from other Virtual Agents from this company in that it utilizes the role functionality to separate content based on the user’s country in the UK – Great Britain, Ireland, and Jersey. " Roles" functionality is a unique noHold feature, allowing specific content to be accessible based on rules such as geographical location, type of user, etc.  

This company also provides great customer support by extending Virtual Agents to their partners so they can utilize them as well. Partners include a big box retailer, a manufacturer of planes & trains, and more. Virtual Agents are a valuable part of a well balanced client service ecosystem, especially for a company employing over 12,000 people across the globe, providing services in over 20 countries to more than 16,000 clients.

This  Company continues to be a great partner with noHold, with an additional 8 portals slated to go live in the next quarter. 

Cheers.

Laptop Magazine Tech Support Review

     The web is becoming one of the most popular channels for consumers to find answers to support questions about a product they just purchased. Over half of consumers will make their first attempt to solving their problems by looking online. “75% of surveyed consumers said they would prefer to use online support if it were reliable and provided accurate and complete information; 91% say they would use an online knowledgebase if it were available and tailored to their needs.” (http://www.customerthink.com/blog/12_take_note_online_customer_service_statistics_for_2012) Customers are expecting immediate answers to the questions they need answered. Laptop Magazine conducted a survey on many companies’ customer support methods and gave them a grade based on these surveys/tests. Virtual Agents are becoming more popular and more of the norm now because of their efficient capabilities to lead you to your solution, quickly.

Virtual Agent powered by noHold

     Laptop Magazine surveyed a large PC manufacturer that utilizes a Virtual Agent powered by noHold. This method of customer support helped this company receive such a high grade for web support.

     There are a variety of different strategies when it comes to customer support, especially on the web, but Virtual Agents are becoming the most effective channel for customer satisfaction and reduction of costs. Virtual Agents can provide answers within a few clicks. When end users are in need of fast answers, sometimes there is a ‘hold time’ associated with other channels. In the laptop review, Virtual Agents for customer support require ‘no hold’ (pun intended) and had the quickest and most accurate response. 

To read the whole article and find out how other companies did check out the Tech Support Showdown 2012 

 

Customer Feedback Fridays

We are excited to share another customer feedback from noHold customer, Webroot. Specifically, Webroot has shared their experience in introducing a Virtual Assistant (Virtual Agent)in English, and in Japanese. noHold customers have deployed Virtual Assistants in multiple languages, for example: English, Spanish, Portuguese, Italian, French, Dutch, German, Chinese, and Japanese.

Happy Friday!

"The noHold Virtual Agent has allowed Webroot to expand its support offerings in the Japanese market. With a small team in Japan, we are committed to continuously identifying ways to improve our customer’s experience while managing our support costs. In just the past few months since implementing our Japanese Virtual Agent we have already seen a significant return on our investment and improved customer satisfaction. Our customers expect only the best service from Webroot and we have an obligation to deliver nothing but the best possible experience to our customers. The noHold Virtual Agent is an integral part of our support operations and key to helping us uphold this standard of excellence." - Michael Davies, Manager Technical Support Operations at Webroot.

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.

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.