Roxio reaches
high solution rates with InstantSupport
Please visit: http://www.nohold.com/roxio.htm to
read the full business case.
"In my time I've dealt with a host of vendors and I
am happy to report that noHold has raised the responsive
'bar'. The tool delivers on time and on budget."- Garry
Schultz, Director of International Support, Roxio.
·Upon going live, experienced 69% solution rate for
Easy Creator domain
·Second domain achieves 61% Solution rate
·Roxio continues to add domains, based on satisfaction
of InstantSupport The Company
Roxio's mission is to produce innovative, easy-to-use products
and media services that liberate people to create, manage
and move their digital media, and to add value to its partners
around the world with integrity and creativity. Roxio provides
The Best Selling Digital Media Software in the world offering
a suite of award-winning software products. The Dilemma
With a reputation of producing innovative, and easy-to-use
products, Roxio was driven to maintain Customer satisfaction.
The company needed a tool that would relieve the support
team, optimize cross-selling opportunities, and retain
a high degree of customer satisfaction. Roxio was also
concerned that with high session volume, a web-based application
couldn't produce the reduction it was looking for. The Solution
Roxio was introduced to a tool that answers customer support
questions, reduces cart abandonment, up-sells, provides
education and navigation, and reports on end user interaction.
The solution is an interactive software package, hosted
by noHold, Inc., called InstantSupport. Garry Schultz, Director of International Support commented, "I
was skeptical about NLP based solutions, they never worked
well outside the test-lab." With some apprehension before
choosing the product, Roxio chose to launch one domain as
a pilot to test the performance of the tool. Performance
based pricing helped the company decide to run a pilot in
December. The Results
The noHold team of Knowledge Platform Specialists gathered
pertinent information from the Roxio group, and proceeded
to create the knowledge platform. Because Roxio had articles
from a previous CRM solution, this dramatically reduced
implementation and deployment time. By the first week of
February, "ASK ROXANN" InstantSupport, powered
by noHold, was launched at the Roxio web site. The domain
supports one product, Easy Creator (Windows compatible
products), and within the first month "ASK ROXANN" interacted
in 50,000 sessions. The results were huge, and the volume
was higher than the team at Roxio expected. Press Contact:
Sarah Ramoz
Marketing Associate
(408)-946-9200 X305
sramoz@nohold.com
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