Motorola Modem Virtual Assistant: Is it Part of Your Support Bundle?


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noHold and Motorola team up to offer the Motorola Modem Virtual Assistant to Internet Service Providers
*Free one month trial

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Motorola Modem Virtual Assistant: Is it Part of Your Support Bundle?

  1. 1. Motorola Virtual Assistant Joshua Przybus, noHold Inc. Account Manager (408) 946-9202Reduce Support CostsIncrease Customer Satisfaction noHold, Inc. Copyright© 2012
  2. 2. Introductions Matt Squillaro Dir. of Business Development Sarah Ramoz Annette KanakarisMarketing Operations Manager Manager Consumer Call Center Josh Przybus Account Manager noHold, Inc. Copyright© 2012
  3. 3. Partnership “Motorola partnered with noHold in October of 2010, to develop the Motorola Modem Virtual Assistant with the goal of combining the Motorola products with best in class support solution in the noHold Virtual Assistant. This product has been successfully launched at a number of customer sites. The team at noHold has been extremely responsive to our customer needs, toMatthew Squillaro Motorola, and we work very well together Dir. of Business throughout ever step in the process.” Development noHold, Inc. Copyright© 2012
  4. 4. About noHold • Private • VC financed • Profitable • 100 Implementations (9 languages) • U.S. Patent 6,604,141noHold, Inc. Copyright© 2012
  5. 5. Value Proposition – Before $ - 100,000 visitors - 30% escalates - $5 per contact Cost: $150K / mo.noHold, Inc. Copyright© 2012
  6. 6. Value Proposition - After $ - 100,000 visitors - 15% escalates - $5 per contact Cost: $75K / mo.noHold, Inc. Copyright© 2012
  7. 7. Motorola Virtual Assistant • Application – Technical Support Virtual Agent – SB6120, SB5101, SB6121, SB6180, SBG6580 and SBG901 – Confederated Knowledge™ capable – Go live date: 10/11/10 • Metrics – Interactions: ~ 1000 per month – 71% Resolution Rate • Implementation Details – ~ 125 Solutions – Team: 1 manager, 1 KBS • Scope – Troubleshooting, lights meaning, specifications, factory default, access to GUI, firmware upgrade, setup and installation, power issues.noHold, Inc. Copyright© 2012
  8. 8. Motorola Virtual Assistant noHold, Inc. Copyright© 2012
  9. 9. Motorola Professional Services “Hi everyone my name is Annette Kanakaris, and I am the manager of the consumer support call center for Motorola Mobility’s home devices. I manage the consumer support operation for Motorola Mobility’s broadband products. In addition to providing end user support, my team also develops the content for our agent’s knowledge base, and also the self help tools including the noHold Virtual Agent. My team consists of product experts who all have a background as support agents. Their experiences have provided them with the ability to anticipate much of the end user’s challenges they experience with products. These experiences have given them the ability to develop better content which is visible in our FAQ’s. Since our launch we have continued to work with noHold to identify areas ofAnnette Kanakaris improvement. My team and I meet on continuous bases withManager Consumer the noHold team, to review the effectiveness of both the tool and the content from the data we received from the Virtual Call Center Agent. Because of this collaboration, our partner has experienced a resolution of 71% with only a 2% escalation rate.” noHold, Inc. Copyright© 2012
  10. 10. Call Center – Success • Project Description – Virtual Assistant designed to improve Call Center Agent efficiency – Testing started: 4/18/2012 – 15 Call Center Agents – Only training provided was a three minute video clip – Agents have been using Right Now Technologies as a knowledge base and ticketing system • Results – 70% found answers within Virtual Assistant – Reduced Average Handle Time by 80 seconds per call – Virtual Assistant is now being integrated within CRM system • Benefits – Call Center Agents reduce AHT – Agents have answers on Motorola ProductsnoHold, Inc. Copyright© 2012
  11. 11. Implementation• Branding is available• Launch: 2 lines of HTML language• Hosted by noHold• One month free trial noHold, Inc. Copyright© 2012
  12. 12. Benefits• No need to maintain content about Motorola products• Guaranteed to always have the latest product information• Reduce AHT within the Call Center• Both customer and agent facing• ROI within the first month free pilot noHold, Inc. Copyright© 2012
  13. 13. Contact Josh Przybus Account 946-9200 ext. 354 noHold, Inc. Copyright© 2012