noHold Virtual Assistants Integrate with Oracle Knowledge Base

Enhancing the Customer Experience for a Leading Security Software Company

May 26, 2016, MILPITAS, CA –noHold developed a connector that allows a Virtual Assistant to leverage content that is stored in Oracle's knowledge base.

One of the world’s largest dedicated security technology companies, and long-standing customer of noHold, has implemented this type of connector to continue to provide their customers with a world-class customer support experience, without having to transfer existing content to a new knowledge platform.

This security software company needed a way to keep their content in its current location (Oracle), improve the quality of the Virtual Assistant's solutions (embedding the solutions within one interface), and still maintain the diagnostic and intuitive aspect that the Virtual Assistant is known for. Before the connector was in place, the Virtual Assistant answered users’ questions with links directing out to relevant articles hosted on Oracle's site. Now, with the connector, the Virtual Assistant can pull content from Oracle's knowledge base, and display it directly on the Virtual Assistant interface.

  

This integration has proven beneficial for multiple reasons:

• Avoid content duplication - eliminates the need to maintain same content in different repositories.
• Ability to track performance metrics - Metrics captured with the Virtual Assistant can be used to improve content quality in Oracle's knowledge base.
• Single Point of Search - provides a seamless experience for users.

“Single Point of Search is strategic to providing a consistent end user experience even if content resides in different repositories. In the future, Virtual Assistants will be connected with almost anything we can think of, from repositories of information, to multiple devices, to other Virtual Assistants.” -Diego Ventura, CEO of noHold.

About noHold, Inc.

noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Web based Self-service solutions with a mission to deliver real answers to real questions – real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated customer support into cognitive customer interactions. noHold customers include Cisco, Dell and a host of industry leaders. More information can be found at http://www.nohold.com or click here to subscribe to Diego’s vlog.

Press Contact

Veronica Cech

Marketing Associate

vcech@nohold.com   

408.946.9200 ext. 356

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The Secret to Reducing Average Handle Time While Maintaining an Excellent Customer Experience

Here is a business case of one of the top security software companies in the industry. They were interested in reducing Average Handle Time (AHT) for call center agents, reducing churn, and reducing second tier escalation  by 35%. Check out the slideshare below to find out how implementing a Virtual Agent into their Call Center helped them to exceed their expectations. 

To learn more about Virtual Agents in the Call Center click here. 

Business Case: One of the Top 3 Security Software Vendors Increases First Contact Resolution (FCR) in the Contact Center with the Help of a Virtual Agent.

One of the world leaders in security software has experienced major success by empowering call center staff with a Virtual Agent. The initial goal was to reduce Tier 1 escalation by 35%. After implementing a Virtual Agent, the average FCR rate is currently estimated at 50% across all products, exceeding their goal by 15% . This Virtual Agent is being used as the primary tool for resolving customer issues by an entry level support team. By utilizing the Virtual Agent in the Call Center the company has benefited by

1. Reducing average handle time (AHT)
2. Reducing training time for agents working in the Call Center
3.  Improving consistency all around

This proves that having an interactive and diagnostic Virtual Agent  that can be accessible by entry level Call Center agents will decrease the time to resolution in the call center, while reducing costs. It also provides a better experience for the customer because of the fast and consistent interactions. I think we can all agree that in a customer-centric world, it is important to provide the end user with a memorable and pleasant encounter to keep them coming back for more.

Cheers! 

Case Study: Leader in Security Software Increases Sales by Providing a Virtual Agent

"The use of noHold technology for both sales and support has resulted in a cleaner, enhanced Customer journey and is a revenue generator. We are pleased with the Customer Satisfaction rating the v-agent sustains. We continue to add new domains as we release additional products and services."

- VP of Customer Care for a leading security software manufacturer

Problem:
A leader in the security software market pioneered freemium security software products. The company needed a way to support as well as offer upgrades to millions of prospects.

Solution:
“Ask Julia” is a preferred self-service channel that offers a full 360 experience for the customer. She provides support and sales information for both personal support and mobile support sites. As the company continues to grow its products portfolio, "Ask Julia" will remain an essential part of the customer experience ecosystem.

Supporting Metrics:
• Purchasing data shows tens of thousands of dollars in revenue solely from the Virtual Agent on the support site.

• Increase in sales by offering options to upgrade, purchase additional licenses, and buy Express Install. Based on Virtual Agent metrics, 10% of “Ask Julia” interactions result in eStore referrals each month.

• Increase in revenue by using the “Power Pane” to promote Premium services. “Ask Julia” for support promotes Express Install service. By offering customers the option for premiere services, Julia captures 2% clicks per month to Express Install offering.

• Average 1% buy now clicks, and 10% ‘more info’ clicks per month.

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!