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Best Practices for Complementing Live Chat with a Virtual Assistant

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Best Practices for Complementing Live Chat with a Virtual Assistant

  1. 1. Best Practices for Complementing Live Chat with a Virtual Best Practices for Complementing Live Chat with a Virtual Assistant (VA) Assistant (VA) Copyright © 2013 noHold, Inc.
  2. 2. What is a Virtual Assistant, You Ask? Copyright © 2013 noHold, Inc.
  3. 3. Similar to live chat, but interact with an Artificial Intelligence (AI).. Hello, how can I help you? Copyright © 2013 noHold, Inc. Hello, how can I help you? A Virtual Assistant or VA is…
  4. 4. *CSAT *NPS *FCR Support Costs “Shorten the path to a meaningful chat…” Copyright © 2013 noHold, Inc. *CSAT *NPS *FCR Support Costs Why Live Chat + Virtual Assistant?
  5. 5. Copyright © 2013 noHold, Inc. Live Chat Live Chat #1: Offer VA next to Live Chat
  6. 6. #2: Offer Live Chat as Escalation Option Copyright © 2013 noHold, Inc.
  7. 7. #3 Allow Live Chat Agents to Join Virtual Chat Copyright © 2013 noHold, Inc. Andrea now joins the VA Conversation, and a seamless handoff takes place
  8. 8. #4 Provide Virtual Chat Log to Agents Copyright © 2013 noHold, Inc. The Chat Log can appear as an alert, which the Live Agent can reference while troubleshooting the technical issue
  9. 9. #5 “Integration” Can Happen Without *APIs Copyright © 2013 noHold, Inc.
  10. 10. Copyright © 2013 noHold, Inc. Escalating to Live Chat, or creating a Ticket and passing the Chat Log is accomplished through HTML, which does not require an API Connector #5 ..Continued
  11. 11. #6 Offer Pre and Post Chat Surveys Copyright © 2013 noHold, Inc.
  12. 12. #7 Offer Live Chat as an Option through VA Copyright © 2013 noHold, Inc.
  13. 13. #8 Offer Live Chat When Necessary… …during business hours.. Copyright © 2013 noHold, Inc.
  14. 14. #8 ..and VA when Live Chat is Offline Copyright © 2013 noHold, Inc.
  15. 15. Leading Brands Choose noHold noHold, Inc. Copyright© 2013
  16. 16. Value Across the Enterprise Support Site Social Networks Call Center Confederated Knowledge™ eStore & Resellers Metrics for: Sales, Marketing and Engineering noHold, Inc. Copyright© 2013
  17. 17. Definitions CSAT: Customer Satisfaction NPS: Net Promoter Score FCR: First Contact Resolution API: Application Programming Interface Thank you! If you would like more information about Live Chat + Virtual Assistants, visit: www.nohold.com Copyright © 2013 noHold, Inc.

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