noHold, Inc. Copyright© 2012

Live Chat, Virtual Agents, and PeanutButter & Jelly

*We will begin at 11:32 AM PT/ 2:32 PM ET to allow attendees to sign in to WebEx

Introductions

noHold, Inc. Copyright© 2012

Sarah RamozMarketing Operations

ManagerHost

sramoz@nohold.com

*Stay tuned for directions on how to get your free Interactive Web Response (IWR) Starter Pack.

Andrea SahliImplementation

ManagerModerator

noHold, Inc. Copyright© 2012

Just 10 more clicks!

Visitors

Product

Form

UpSell

0

20,000

40,000

60,000

80,000

100,000

120,000

Column2

…For every “click” you lose 20%

No agents available

…keeping agents up to speed in a high churn environment

“It takes 5 minutes after you start typing for an agent to answer..”

noHold, Inc. Copyright© 2012

Scenario

•Agent N/A•Please hold for next available•Please repeat•Go find your model #

•I want to help you•Identify you•Learn about your problem•Help you•Upsell•How did I do? •“No pressure…”

Agent

Customer

noHold, Inc. Copyright© 2012

What is a Virtual Agent?

Trouble with tv

noHold, Inc. Copyright© 2012

How Fortune 500’s Do It Today

Trouble with tv

Live Chat Agent View

noHold, Inc. Copyright© 2012

How Fortune 500’s Do It Today

noHold, Inc. Copyright© 2012

Q: How do customers feel about preempting live chat with a VA? A: When given a choice between live chat and VA: •75% chose to stay with the VA

Customer Behavior Metrics

noHold, Inc. Copyright© 2012

Live Chat and Virtual Agent

C)1. Use the VA

internally2. Send out a link to

use the VA

A) 1. Pre Chat Survey2. Troubleshoot

while you wait3. If live chat is

unavailable

B)1. Seamless escalation to Live Chat2. Route to correct queue3. Pass the VA chat log

D)1. Post chat survey2. Capture the

interaction

noHold, Inc. Copyright© 2012

Logistics

What’s involved? • Live Chat partner - Existing connector• Or without connector• Time - 4-6 weeks • Pre-empt live chat with a Virtual Agent

noHold, Inc. Copyright© 2012

Benefits

Agent: •Reduce call handle time•Increase FCR•Increase Agent Productivity•Increase conversion rates

Customer:•Reduce repetition and frustration•Seamless transition from Virtual Assistant to Agent•Decreases the number of ‘clicks’•Get them to the right place!

noHold, Inc. Copyright© 2012

Next Steps

• Get your free Interactive Web Response (IWR) beginner pack online now at www.nohold.com

• Mark your calendars: May 16, 2012 at 11:30am (PST)

• Thank you