Interview with Manager of Consumer Electronics Virtual Assistant

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Judy is the sole manager of the Virtual Assistant used by a large corporation. Since the initial implementation of the Virtual Assistant, Judy has worked with noHold to create an awarded customer service tool. noHold asked to interview Judy to get a better understanding of how she has managed to maintain excellent customer service with the Virtual Assistant.

What do you think the key has been to your success?
Continuous review of customer queries to identify knowledge gaps and issues with Natural Language Processor (NLP) – primarily synonyms. 

What is your process?
I basically have a 2 step process.
First, I review all queries where the Virtual Agent (also known as Virtual Assistant) was unable to provide a response and determine if we actually have a solution within the Virtual Agent. If we do, then I work with Tom (noHold Knowledge Portal Specialist) to make improvements in the NLP, so these queries are directed to the correct solution. If there is no solution within the Virtual Agent, I try to determine if there is enough traffic to warrant creating a new solution.
The Second step is to review the top 50 keywords from our internal site search and see how the Virtual Agent responds to these keywords; making changes, if required. 

How often do you update the Virtual Assistant? 
Updates to the Virtual Assistant are pretty much made constantly between me and Tom reviewing the interactions. As far as adding content, we add new content as needed; probably, averaging 3-4 solutions a month. 

What content does the Virtual Assistant focus on?
Mostly technical support, but we are also adding in solutions about customer care.

How large is your team?
As far as managing the Virtual Assistant – just me. 

How much time do you devote to the Virtual Assistant?
Between 6-8 Hours a week. I would like to spend more time, but other responsibilities prevent me from doing so at this time.

What reports do you find helpful?
The monthly report card - that is very helpful in identifying some solutions that are under performing. I also use the “Phrase Report” under Maintenance as well as the “Search by Keyword” report. 

How do you use the voice of the customer?
I use Voice of the Customer to improve the website and content from site search. I share the information with content managers at the company, so that they can make changes as needed. It is great to be able to see how customers express issues in their own words. It gives you a perspective into how we could rephrase or adjust messaging to help better support our customers.   

Is data collect from the Virtual Assistant used in other departments? 
Absolutely! I use this to make some improvements in our site search as well as providing this information to our content team for use in creating Knowledge Base documents.

What feature or features are critical for making a world class Virtual Assistant? 
I think NLP, Procedure Guidance, and Synonyms are critical along with continual monitoring of the Virtual Agent.

--It was great to get some insider knowledge on the different elements it takes to maintain a Virtual Assistant for an award winning support team. For more information, or if you have specific questions, please contact noHold.
www.nohold.com

6 Tips to Help Reimagine the Customer Support Experience for Your Audience

A couple weeks ago we mentioned the ongoing trend multiple companies are following of 'reimagining' products and services. While the product is an important component to the customer experience, it is not the only component that needs attention. Think about brand names such as Disney, Apple, Sony, and Amazon. When you hear these names you don't just think about their products...you typically associate them with exceptional customer service. To achieve global success, your customer service and customer support need to match this product evolution. 

Here are 6 tips to help 'reimagine' the customer support experience:     

Photo Source: wearesocial.sg

• Embrace Social Media - Social media is not a new concept, but the necessity for companies to connect with their audience through these channels (Twitter, Facebook, Google+, etc.) is now a must. In a survey, "42% of consumers complaining in social media expect 60 minute response times," and "24% expect a reply within 30 minutes, regardless of when the contact was made." (Convince & Convert) Support vendors are making this transition easier with interactive technology that can be deployed directly on their social channels. 

• Leverage the Internet of Everything (IoE) - As we've heard previously, the number of connected devices is expected to reach 50 billion by the year 2020. Thanks to the IoE "companies are starting to use support automation to preemptively diagnose and fix issues with minimal human intervention." (Forrester) "The real value in IoT [IoE] is not just connecting devices to their users, but to deliver an integrated management platform, driven by big data to centralize customer service." (CSMWire)
• Clear Website Design - People typically visit a company website first when looking for support. It is crucial to have a clear, flowing website layout for customers to easily find the information they need.  
• Understand Customer Wants/Needs - The Voice of the Customer (VOC) is powerful data to incorporate into the development of any company. Leading brands have implemented self-service marketing tools that collect metrics/qualitative insight directly from the customers themselves. In one particular case, using an empty Virtual Agent (EZIntel), a leader in computer hardware manufacturing was able to use the knowledge they gained from their customers to make adjustments to their web design to better fit their audience. Learn more about collecting actionable customer intelligence here: http://www.nohold.com/assets/ezintel_brochure-(1).pdf

Photo Credit: ideastogo.com

• Improve Self-Service Technology - "In a survey Forrester recently found that web self service was the most widely used communication channel for customer service, surpassing use of the voice channel for the first time." (Forbes) It is not just enough to have sub par self-service options though. Customers are demanding a more interactive, personalized way for self-service interactions to flow.  
• Single Point of Search - Providing customers with the convenience of having one place to search and find answers to their problems. For example, users can ask a question in the text field, and solutions will come up from multiple knowledge sources. (i.e. internal knowledge base, Google, CRM systems, etc.) Click the infographic below for an enlarged visual representation of this concept.                                            

Please share in the comments below some of the ways your company is 'reimagining' the support ecosystem. For more information on any of the tips mentioned above, please contact noHold.

Customer Feedback Fridays

We have shared some feedback from noHold customers, now it's time to focus on the end user.

The voice of a happy end user is much softer than that of a dissatisfied one, but when they speak up, it gives us all a sense of fulfillment. A simple thank you is music to our ears.

Happy weekend.

“Thank you very much. We wish all tech support was as easy as this.”

Customer Feedback Fridays

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."