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Best Practices for Complementing Live Chat with a Virtual Assistant
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.
What is a
Virtual Assistant, You Ask? Copyright © 2013 noHold, Inc.
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.
*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.
Copyright © 2013
noHold, Inc. Live Chat Live Chat #1: Offer VA next to Live Chat
6.
#2: Offer Live
Chat as Escalation Option Copyright © 2013 noHold, Inc.
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.
#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.
#5 “Integration” Can
Happen Without *APIs Copyright © 2013 noHold, Inc.
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.
#6 Offer Pre
and Post Chat Surveys Copyright © 2013 noHold, Inc.
12.
#7 Offer Live
Chat as an Option through VA Copyright © 2013 noHold, Inc.
13.
#8 Offer Live
Chat When Necessary… …during business hours.. Copyright © 2013 noHold, Inc.
14.
#8 ..and VA
when Live Chat is Offline Copyright © 2013 noHold, Inc.
15.
Leading Brands Choose
noHold noHold, Inc. Copyright© 2013
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.
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.