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The results
were huge, and the volume was higher than the team at Roxio
expected. The solution rate in the first month (average) was
a high 69%, with a low escalation rate of 11%. For Roxio,
this meant that over half of the 50,000 sessions were a
success in the first month. And for the Support team, there
was very little cost. Instead of a call center for all support
questions, one individual could handle the maintenance of
“the ASK ROXANN” portal. Roxio achieved ROI within two months
of deploying InstantSupport.
“The
Professional Services team was very efficient. They had the
InstantSupport tool built and deployed within four weeks,”
Said Garry Schultz.
With
impressive results, and higher volume than expected, Roxio
chose to add a second domain the following month. The second
domain supported Toast (Macintosh compatible products), and
was live on the site the first week of March.
The Toast
domain reached a high average of 1500 sessions in the first
month. The average solution rate reached 61%, with a low
escalation rate of 14%. Roxio had reached the second month of
positive feedback and results.
After another
successful domain was launched, Roxio wanted more. The team
spoke to a noHold Account Manager who described yet another
powerful feature, Articles Manager. This optional feature is a
native XML database that collects articles, tech. Notes, and
images. The documents can be originated in many different
formats: .doc, .html, and .PDF. Documents are automatically
converted to XML and stored for easy retrieval.
Articles
Manager was recently launched to offer a document library of
resources to Roxio’s customers.
“Roxio is very
satisfied with the performance of the noHold team and the
product,” said Garry Schultz, Director of International
Support.
The
InstantSupport tool has the capability to recognize key words
and notices synonyms. If an end user misspells a word, “ASK
ROXANN” performs an internal spell-check, and confirms the
word or phrase upon answering.
Roxio uses the
InstantSupport knowledge base component for internal
services. The Roxio ‘techs’ have access to support “behind
the scenes.”
The
Future
Roxio’s
support issues were solved, and based on the solution
statistics, experienced immediate results. The company
currently lists 1400 articles online, and looks forward to
noHold’s up-coming features. The unique quantities of visitors
to the site are empowered to answer support questions on their
own terms. Roxio’s goal for end user support is being
achieved through noHold’s solution. Roxio remains a noHold
customer, and continues to see results from the “ASK ROXANN”
knowledge portal.
The company
has recently launched “ASK ROXANN” in German, as well as an
additional domain that answers pre sales questions. noHold’s
pre sales domain, SalesAdvisor, provides navigation,
education, up-selling, and advice for Roxio’s estore. In
December, an average of 2,000 SalesAdvisor users clicked a
purchase or upgrade link, with approximately 75 orders
generated.
Garry
Schultz has a vision that he calls “60/30/10”. For the future
of Roxio, the support team aims to tackle 60% of support on
line with the self-support tool, 30% low touch support which
is defined as email and chat based help, and 10% traditional
support for end users that have the need for a live, call
center representative. Roxio aggressively pushes customers
toward the future of online, InstantSupport because it is
effective for the Customer and effective for Roxio.
“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.
Roxio uses
Aspect Communications to optimize its agent ACD (Automatic
Call Distributor). The Aspect Communications implementation is
easy to configure, and works in concert with noHold’s
technology. noHold’s solution is used as a first contact,
while Aspect’s ACD is used as secondary contact.
For
more information and to schedule a demonstration please
click here.
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