Use Case: How Webroot Leverages noHold Artificial Intelligence

October 27, 2016, MILPITAS, CA – Recently, noHold had the opportunity to interview Webroot’s Knowledgebase Manager, Anna. Webroot, a leader in Internet Security, has been a long standing customer of noHold, and Anna has been managing the Virtual Assistant (VA) for almost three years now. Through that work she has gained lots of hands on experience with the VA, and learned best practices to getting the most out of it.

This interview asks Anna a hand full of questions regarding how Webroot utilizes their VA, ranging from how often the VA is updated to which reports and data are most beneficial. Here are a couple of the key takeaways from the interview.

• “The VA is a huge asset for the support team and we try to utilize it to the best advantage. When any customer goes to our support pages on our website, the first thing  they see is a list of links to the most commonly used solutions in the knowledgebase, as well as a search box to access the VA directly.”
• “[It] has been a huge help for our growing market in Japan.”
•  “It helps me identify whether we have a true knowledge gap that calls for new content, or if I need to work with the support team directly to help users find what they need more efficiently.”
• “Take some time to learn the back end of the VA before you start building out live content. It’s a fairly straightforward management structure, but there are little things here and there you can only pick up by fiddling with the system, and those are what really help make the VA what you need it to be.”

To read the full interview with Anna, click here.
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Business Case: Leader in Security Software Becomes a Global Success with a Multilingual Strategy

Did you know "1 out of 5 people living in the United States speaks a language other than English in the home?" (RedLine) Not only do big name companies marketing their brand all over the world need to be prepared; companies marketing to consumers in the US need a multilingual strategy, too. Offering support for your products/services in multiple languages is imperative for your company to be a global success. noHold Virtual Agents are language independent, meaning they can operate in any language to suit global needs. We have implemented Virtual Agents in many languages such as: English, Spanish, French, Italian, Japanese, Chinese, Portuguese, Dutch, German, and Russian.

Here is a quote written in a previous blog from a noHold customer offering their Virtual Agent in Japanese.

"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.

Living in such a diverse market, trusted brands need to make sure they are creating an excellent customer journey for ALL their consumers. Appealing to customers in their native tongue makes them feel valued as a customer. This multilingual strategy applied by a Security Software leader reduced support costs, increased customer satisfaction, and in turn, created loyal customers. 

Cheers!

noHold Customers Ranked Higher in Customer Satisfaction!

Clients leveraging customer-facing Virtual Agent technologies for self-service (such as Webroot and AVG) lead the security software industry in customer satisfaction (CSAT), with Net Promoter Scores (NPS) of 59% and 33%. The graph shown below is courtesy of Webroot, a leader in the security software industry and was featured on the homepage of their website; http://www.webroot.com/us/en/  

Congratulations to Webroot and AVG for outperforming the competition in customer satisfaction. Kudos!