Kobo Customer Service Success Story

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Online Self-Service Solution from IntelliResponse Helped Kobo Enhance The Customer Experience by Reducing Customer Effort

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Kobo Customer Service Success Story

  1. 1. IntelliResponse Success Story: Kobo Books ©2012 IntelliResponse Systems Inc. All rights reserved
  2. 2. Kobo Books, one of the fastest growing ereader companieswith more than 2.5 million books, newspapers, and magazines. THE CHALLENGE: Deliver the One Right Answer to customer questions IntelliResponse ©2012 IntelliResponse Systems Inc. All rights reserved
  3. 3. OBJECTIVES1. Allow call centers to spend more time on the customers that need it2. On-device technology for mobile customers3. Timesaving turnkey deployment4. Deliver the One Right Answer the first time ©2012 IntelliResponse Systems Inc. All rights reserved
  4. 4. THE SOLUTION: IntelliResponse Virtual Agents helpKobo deliver an unparrelled customer experience. THE RESULTS OVEROn device technology for mobile customers700% 90%Increase in ONLY 4% INCREASE of IntelliResponse users didn’t needWeb Traffic in call volume to escalate to the contact centre ©2012 IntelliResponse Systems Inc. All rights reserved
  5. 5. About IntelliResponseIntelliResponse is the world’s leading provider of virtualagent technology solutions for the enterprise.Our Enterprise Virtual Agent (EVA) solutions give consumer-facing organizations the critical missing ingredient tocreating profitable online customer experiences; namely, a custom-branded virtual agent interface that engagescustomers in intelligent, profitable conversations. No other virtual agent software vendor can match IntelliResponse’s track record in terms of number of enterprise deployments, number of customer conversations, and breadth of industries served. To Learn More Visit http://www.intelliresponse.com ©2012 IntelliResponse Systems Inc. All rights reserved

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