reduce support incidents rate without sacrificing csat

Download Reduce Support Incidents Rate without Sacrificing CSAT

Post on 29-Nov-2014

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A Virtual Agent helped a leading telecommunications company reduce traffic to the Call Center by 50% without sacrificing the customer experience.

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  • 1. Reduce Support Incidents Rate without Sacrificing CSAT noHold, Inc. Copyright 2014
  • 2. Business Case: Telecommunication Industry
  • 3. Of the people that went to the Telco Contact Us page Contact Us Home Products About Us Contact Us Live Chat Call Us Email Us (905) 555-5555 999 Telco Way Santa Fe, New Mexico United States
  • 4. 65%actually called the company.
  • 5. After analyzing the call center logs
  • 6. The company discovered that many questions could be answered quickly through an automatic solution
  • 7. The company decided to create a Virtual Agent to answer the questions automatically. Send Hi Welcome to the Telco Virtual Agent. How may I help you?
  • 8. A Virtual Agent is a Web Application that looks similar to Live Chat Send Hi Welcome to the Telco Virtual Agent. How may I help you?
  • 9. Send Hi Welcome to the Telco Virtual Agent. How may I help you? What is iCloud? You type your question here
  • 10. Send Hi Welcome to the Telco Virtual Agent. How may I help you? iCloudlets you access your music, photos, calendars, contacts, documents, and more from any device. Learn more here. What is iCloud? You get your answer here
  • 11. The solution is provided by an Artificial Intelligence
  • 12. not humans.
  • 13. The company positioned the Virtual Agent to pre-emptthe Contact Us page.
  • 14. Contact Us Home Products About Us Contact Us Live Chat Call Us Email Us (905) 555-5555 999 Telco Way Santa Fe, New Mexico United States Virtual Agent When the end user clicked on the Contact Us menu option, the Virtual Agent appeared and asked how it could be of assistance. Send Hi Welcome to the Telco Virtual Agent. How may I help you?
  • 15. Contact Us Home Products About Us Contact Us Live Chat Call Us Email Us (905) 555-5555 999 Telco Way Santa Fe, New Mexico United States Virtual Agent Send Hi Welcome to the Telco Virtual Agent. How may I help you? iCloudlets you access your music, photos, calendars, contacts, documents, and more from any device.Learn more here. What is iCloud? In most cases, the Virtual Agent provided a solution that was displayed right then and there.
  • 16. Contact Us Home Products About Us Contact Us Live Chat Call Us Email Us (905) 555-5555 999 Telco Way Santa Fe, New Mexico United States Virtual Agent Send Hi Welcome to the Telco Virtual Agent. How may I help you? You should chat with a technical support agent. Click here. I cant connect to my network from home. In some cases, the Virtual Agent did not have an answer and directed the end user to the Contact Us page with a suggestion of the best resource to contact.
  • 17. Both cases helped improve Customer Satisfaction by either providing solutions quickly or guiding end users to the correct resource.
  • 18. Conclusions Percentage of people calling Telco after visiting the Contact Us page. Before Virtual Agent 65% After Virtual Agent 31% Half the traffic was handled automatically and at a fraction of the cost.
  • 19. Lessons Learned Select a Virtual Agent that is Interactive and Diagnostic to have the best chance at increasing First Contact Resolution (FCR). Positionthe Virtual Agent so that it pre-empts the Contact Us page and other channels. If you are not sure what people may ask, deploy an empty Virtual Agent to find out. Dont spend too much time trying to make it perfect. Instead, create an ecosystem where you can measureresults quickly and adapt.
  • 20. www.noHold.com noHold Inc. builds Virtual Agents that help some of the most successful companies in the world, increase revenue and decrease cost, while increasing customer satisfaction. Smarter Self-Service Attract. Convert. Fulfill. Support. noHold, Inc. Copyright 2014