Webinar: Live Chat, Virtual Agents and Peanut Butter & Jelly

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Companies use an IVR on the phone to find out what a customer is interested in before engaging a live agent, and after hours when an agent is not available. But how do they do it online? When your live chat agents start interacting, are they ready to hit the ground running? What are you using to capture the voice of your customer when agents are not available? How do you shorten the path to a meaningful chat?

Technology Business

Live Chat, Virtual Agents, and Peanut
Butter & Jelly
*We will begin at 11:32 AM PT/ 2:32 PM ET to
allow attendees to sign in to WebEx

noHold, Inc. Copyright© 2012

Introductions

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

Sarah Ramoz
Marketing Operations
Manager
Host
noHold, Inc. Copyright© 2012
sramoz@nohold.com

Just 10 more clicks!

120,000
100,000 …For every “click”
80,000 you lose 20%
60,000
40,000 Visitors
20,000
0
Product

Form
Survey
UpSell
Visitors
Promo

Order

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 #
Customer

•I want to help you
•Identify you
•Learn about your
problem
•Help you
•Upsell
•How did I do?
Agent
•“No pressure…”
noHold, Inc. Copyright© 2012

What is a Virtual Agent?

noHold, Inc. Copyright© 2012

How Fortune 500’s Do It Today

Trouble with tv

noHold, Inc. Copyright© 2012

How Fortune 500’s Do It Today

Live Chat Agent View

Trouble with tv

noHold, Inc. Copyright© 2012

Customer Behavior Metrics

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

noHold, Inc. Copyright© 2012

Live Chat and Virtual Agent
B) C)
1. Seamless escalation to Live Chat 1. Use the VA
2. Route to correct queue internally
3. Pass the VA chat log 2. Send out a link to
use the VA

D)
1. Post chat survey
2. Capture the
interaction

A)
1. Pre Chat Survey
2. Troubleshoot
while you wait
3. If live chat is
unavailable

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

noHold, Inc. Copyright© 2012

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Webinar: Live Chat, Virtual Agents and Peanut Butter & Jelly

2. Introductions Andrea Sahli Implementation *Stay tuned for directions on how to Manager get your free Interactive Web Moderator Response (IWR) Starter Pack. Sarah Ramoz Marketing Operations Manager Host noHold, Inc. Copyright© 2012 sramoz@nohold.com

3. Just 10 more clicks! 120,000 100,000 …For every “click” 80,000 you lose 20% 60,000 40,000 Visitors 20,000 0 Product Form Survey UpSell Visitors Promo Order 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

4. Scenario •Agent N/A •Please hold for next available •Please repeat •Go find your model # Customer •I want to help you •Identify you •Learn about your problem •Help you •Upsell •How did I do? Agent •“No pressure…” noHold, Inc. Copyright© 2012

9. Live Chat and Virtual Agent B) C) 1. Seamless escalation to Live Chat 1. Use the VA 2. Route to correct queue internally 3. Pass the VA chat log 2. Send out a link to use the VA D) 1. Post chat survey 2. Capture the interaction A) 1. Pre Chat Survey 2. Troubleshoot while you wait 3. If live chat is unavailable noHold, Inc. Copyright© 2012

11. 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

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