Increasing competition in today’s marketplace means enterprises like yours are launching new products and services faster than ever before with an emphasis towards web based, self-service support. Has your organization deployed new features and self-service capabilities without getting the results you expected? The Service & Support Professionals Association reports that customers attempting Web self-service are only successful 44% of the time and a Harris Interactive Poll reports that 88% of respondents had some difficulty with web based transactions. We can help you to address these issues! CodeBaby’s Virtual Agents can improve your ROI by: Click here to see some typical eSupport Applications where a CodeBaby Virtual Agent can help you. Learn more – Contact one of our specialists
Increase usage of your self-service Web tools
Has your organization invested millions of dollars and countless hours of effort into deploying self-service capabilities without getting the results you expected? Are you still hoping customers will eventually learn to use these services if you give it enough time? Slow acceptance and lower than expected ROI are common results for most self-service Web investments. As good as these solutions are, a large segment of your customers need help finding the self-service options, and most importantly, how to use them.
CodeBaby’s Virtual Agents can be made available on your self-service portal to front-end these applications and drive usage by explaining what’s available and how to use these tools in a manner which is easy for customers to understand. Our Virtual Agents highlight information and give instructions in normal, everyday language that cuts through Web site clutter with verbal cues and non-verbal gestures – forms of communication that improve learning and interaction rates in humans.
This approach is proven to be far more effective than waiting for your users to read and make sense of text and input fields that comprise most enterprise self-service portals today. Best of all, our Virtual Agents can be overlaid on top of your existing self-service capabilities to assist those customers who need an additional level of assistance – a surprisingly large segment of the population. Driving up usage of your existing self-service tools translates into fewer calls to live agents, allowing them to handle more complex customer issues more effectively, while reducing your overall support costs. In addition, by engaging the customer, using Virtual Agents increases usage and reduces customer churn.
Encourage customers to use new features and services
Increasing competition in today’s marketplace means large enterprises like yours are launching new products and services faster than ever before. Since customers are constantly bombarded with new offers, they experience information overload resulting in less than expected business results providing disappointing returns on your investment. CodeBaby's Virtual Agents cut through the noise by delivering high impact marketing messages and, where appropriate, actually hand-holding prospective customers through the use of your new features and services. The agent can become the virtual sales person on your website providing valuable recommendations through the sales process (up-selling, cross-selling). Or perhaps, the agent becomes your product expert or guide, helping customers configure their online services. The net result - our Virtual Agents can help you drive transactions and adoption while reducing customer confusion and frustration leaving the customer with the perception that yours is an enterprise which provides a higher level of customer care.
Typical eSupport Applications - Stepping customers through the same troubleshooting scripts that your live call center agents use allowing them to get assistance 24x7, without having to wait on hold or be transferred from one live agent to another
- Walking customers through complex processes, such as helping them to fill out registration forms to set them up for online account management
- Explaining significant policy changes such as new website organization or newly introduced security standards
- Making recommendations about add-ons (additional features/services) when a customer is making his way through your online sales process
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