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noHold Gathers Industry Specific Statistics on End User Purchasing Process
Milpitas, CA, July 27, 2005
- noHold, developer of the most sophisticated Web-based knowledge management solutions, analyzes 10 million customer interactions and reports on findings.
Using InstantMetrics™, noHold looked at 10 million customer interactions across three different industries: Consumer electronics, Software, and Services. 80 percent of the sessions were completed with each interaction averaging two minutes. By capturing all interactions and providing valuable behavior statistics, noHold has learned what customers are asking and what drives them to make a purchasing decision.
This is what prospective buyers are asking:
- Compatibility - The top-ranking request was about compatibility. For example, "Is this media player compatible with iTunes™?"
- Product comparison - The second most asked question was product comparison. Pricing, warranty, and return policies are a very important factor.
- Competitive Advantage - Another issue that scored among the highest was competitive advantage. How does the product differ from the competition? How will it improve my business? How will it make me stand out?
noHold's findings complement a study from Forrester about cross-channel shopping. More end users are researching products online, and use the knowledge to make a purchase at a physical location. It is important to provide a communication channel and ensure that the website provides enough information for customer retention. According to Forrester Research, it is estimated that cross-channel shoppers comprise the majority of all online consumers (about 65 percent) in 2004. By educating, cross selling, and offering advice to customers, companies increase the chances that casual visitors become qualified prospects.
"Through our tools, customers are able to learn about their audience and provide targeted product information on the customers' terms," said Diego Ventura, CEO and Founder of noHold. "This makes end users comfortable that they have found the best product for their needs."
About noHold, Inc.
noHold is a privately held company established in 1999 and is headquartered in Milpitas, CA, USA (Silicon Valley). noHold is the acknowledged leader in Web based self-service solutions whose mission is to deliver real answers to real questions - real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated frequently asked questions into cognitive customer interaction. noHold customers include Aspect Communications, Roxio, MTS, and a host of industry leaders. Additional information is available at http://www.nohold.com
Press Contact :
Sarah Ramoz
(408) 946-9200 x305
sramoz@nohold.com
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