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Acer America Corporation Implements InstantSupport™ for Notebook Computers
Milpitas, CA. March 27, 2007 - noHold, developer of the most sophisticated virtual agent technology, today announced that Acer America Corporation has implemented and deployed InstantSupport™.
"InstantSupport™ is helping us decrease support cost by increasing customer satisfaction. Our goal is to make the Web our customers preferred support channel and we feel noHold is helping us achieve just that." Mark Groveunder, VP of Customer Service, Acer America Corporation.
Background
InstantSupport™ by noHold, Inc. is a diagnostic and interactive expert system that can resolve customer support issues without human intervention. Acer America Corporation deployed the first instance of InstantSupport™ in 2006 to cover only one notebook, the Aspire 3000. During the first few months of deployment about 20,000 customers interacted with InstantSupport™ at a Resolution Rate of about 63%. Based on this evidence, Acer America decided to extend InstantSupport™ coverage to its entire suite of notebook computers.
The Challenge
In Acer's culture, customers come first and great customer support is viewed as a key competitive advantage. In their continuous quest of achieving the highest levels of First Contact Resolution, Acer decided to tackle 4 specific problems:
- The existing self-service solution was not diagnostic and only minimally interactive, resulting in low-resolution rates.
- The knowledge creation process was based on Agents' intuition rather than statistically meaningful customer feedback gathered automatically by the self-service solution.
- The existing solution was not taking advantage of up/cross-sell opportunities.
- The previous self-service solution did not capture actionable customer behavior metrics to be used by Marketing and R&D.
By focusing on these four areas, Acer planned to decrease support costs, increase online sales and provide customer insight for more effective marketing strategies and competitive products.
Why InstantSupport™
Acer evaluated several self-service solutions, all with major drawbacks relative to Acer objectives. They can be grouped in 3 main categories:
- Search Engines: They are not diagnostic and interactivity is limited to only a single query.
- Chat-bots: The level of interactivity is limited to only a question and an answer and they are not diagnostic.
- Menu driven systems: They are diagnostic, but also very inflexible and offer only minimal interactivity.
Results
In a few months Acer achieved the following results through the deployment of InstantSupport™:
- Support Contacts Deflection: 55%
- ROI: 584%
- Customer behavior metrics are used to identify and proactively communicate solutions about issues most important to customers.
To see InstantSupport™ in action go to: www.acerpanam.com and click on eSupport.
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 with a mission 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 customer support into cognitive customer interaction. noHold customers include, Cisco (Linksys), Acer, ViewSonic, and a host of industry leaders. www.nohold.com
Press Contact at noHold:
Sarah Ramoz
(408) 946-9200 x305
sramoz@nohold.com
The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
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