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Visioneer employs InstantSupport, powered by noHold, to exceed
online customer service standards
“noHold listened to our ideas and accommodated
our needs based on feedback.”- Rosanne Chasteen, Director of
Customer Support, Visioneer.
Click
here to read noHold's customer spotlight on Rosanne Chasteen
for Visioneer.
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The Company
Visioneer,
Inc. is a world-class developer of intelligent imaging solutions
that provide a faster and easier way to capture photographs and
documents and put them to work in popular Windows applications.
With a strong commitment and proven track record in designing
and marketing innovating imaging products, Visioneer has a
solution for everyone, from the home and small office user to
corporate and legal workgroups, to be more creative, communicate
more effectively, and increase productivity.
The Dilemma
Though Visioneer is a world-class developer of intelligent
imaging solutions, the company had a dilemma. With an outsourced call
center, and various types of customers, Visioneer wanted to find
a support tool that was comprehensible to all end-users, and to
reduce incoming customer support costs, all while maintaining
high customer service standards. An average of 38,000 sessions per month and
multiple levels of customer support was not Visioneer’s goal for
success.
Rosanne Chasteen, Director of
Customer Support for Visioneer describes the support experience as a mix of an
outsourced call center, online chat, email, fax, tech support,
and customer service support that eventually escalated to
corporate.
The Answer
In June, Visioneer was approached with a solution
to the problem. The team was introduced to a noHold Account
Manager. He spoke of an online tool that reduces calls, reduces
costs, and provides site navigation, education, and advice.
Within four months, Visioneer made the decision to implement the
solution. To test the relevancy and performance of
InstantSupport, the company purchased one domain that could
support one product. The two to three hour training from a
noHold knowledge expert was the total necessary curriculum for
Visioneer to launch the pilot. The company took the knowledge
that it received from the training, and perfected the questions
internally. Visioneer experienced a rapid overall call and email
deflection after the launch of noHold’s solution, and by July of
the following year, there was a new question.
Upon making the decision to employ nohold’s
InstantSupport, the company was compelled to manage its own
solution. The best way to achieve the overall goal of customer
satisfaction was to take the project to a new level.
InstantSupport required minimal training, therefore, a new idea
arose: could Visioneer purchase multiple domains from noHold,
build them internally, provide a large portion of in-house
maintenance, and present additional metrics using a second
method? If Visioneer pursued this challenge, it would be the
first (of many customers) to accomplish such a task. And to use
the solution with a blended approach was brilliant.
The first step in accomplishing the challenge was
to re-evaluate the relevancy of the outsourced call center. In
order to maximize the capability of InstantSupport, it would
have to mimic the human call center experience, and perfect it.
The next step was to manage the tool onsite.
Because the tool is easy to maintain and requires minimal
training, Rosanne Chasteen took the
challenge with determination. A noHold knowledge expert
provided the training necessary to use the tool, and Visioneer
was determined to take a new approach.
The third challenge on Visioneer’s part was to
increase quality. The idea was to keep quality within reach,
and this would be accomplished by using the tool’s metrics to
view customer satisfaction. In addition to using noHold’s
back-end metrics, Visioneer could add a personal touch with
additional answers and provide many alternatives.
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“ASK SARA” is live!
After customizing the tool to fit it’s own customer needs,
realizing that the noHold solution is comprehensible to all
end-users and still allowed the company to reduce incoming
support calls, Visioneer launched “ASK SARA” InstantSupport.
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Because the tool had proven to reduce the necessity of a call
center, and reduce costs, the company uses the portal as a
“first line” of support interaction. The front -end tool
filters redundant calls that were high cost in the past.
Visioneer listens to its customer’s needs. The
company values feedback and is attentive to not only what is
helpful, but makes the effort to find out what’s not getting
answered. Visioneer uses feedback to move forward as a
company.
"It
has taken us just over a year to implement these programs and
a significant investment in resources, but we see this as a
considerable commitment to customer satisfaction,” said Murray
L. Dennis, president and CEO of Visioneer. “By hiring educated
customer service and technical support agents and locating
them in-house next to our U.S.-based engineers, we can now
respond to our customers faster than ever before. By
leveraging our in-house technical support team, we are able to
offer advanced support capabilities such as remote diagnostics
for critical business applications. Finally, by creating a
new, easier to navigate website, customers will be able to
more effectively research the best product for their needs.”
noHold InstantSupport integrated with Visioneer’s goal for
customer success, has improved the overall customer service on
the site by providing answers immediately to various users
online. Based on the graph, the average solution rate per
month is 74% with a low escalation average of 10%.
The online solution
supports all products including: ADF, cameras, Photo Port T.V.,
flatbed scanners, sheetfed scanners, projectors, and software.
The tool integrates cross-selling opportunities, excellent
customer service, education, and site navigation in one
location.
Visioneer, a Xerox Licensing Partner, has implemented an additional portal, “ASK MAX”, to support Xerox
products. Since employing “MAX” and “SARA”, the company has
reduced call and chat based support by more than 1/3. “ASK
SARA” is promoted on each support page at visioneer.com.
Visioneer has recently launched an optional
feature to complement its new website. Articles Management
enables the company to store additional information such as:
user guides, data sheets, white papers, and a “document
library” of resources. This feature is XML based (communicates
to the database) and integrates with Visioneer’s ‘.net’
platform. Essentially, the integration creates an easy to
find, dynamic route with printer friendly attributes in one
location.
The noHold portal is an instrumental tool in
Visioneer’s success, and because of this, the company
continues to engage in multi-year contracts and integrate new
features.
“noHold listened to our ideas and accommodated
our needs based on feedback.”- Rosanne Chasteen, Director of
Customer Support, Visioneer.
“Our goal was to help customers answer their
own questions, and the tool is working.” - Helen Becan,
eSupport Engineer, Visioneer.
For
more information and to schedule a demonstration please
click here.
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