Best Practices for Complementing Live Chat with a Virtual Assistant

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noHold, Inc.

Tecnologia Negócios

Best Practices for
Complementing Live
Chat with a Virtual
Best Practices for
Complementing Live
Chat with a Virtual
Assistant (VA)
Assistant (VA)
Copyright © 2013 noHold, Inc.

What is a Virtual Assistant, You Ask?
Copyright © 2013 noHold, Inc.

Similar to live chat, but interact with an Artificial Intelligence
(AI)..
Hello, how can
I help you?
Copyright © 2013 noHold, Inc.
Hello, how can
I help you?
A Virtual Assistant or VA is…

*CSAT *NPS *FCR Support
Costs
“Shorten the path to a meaningful chat…”
Copyright © 2013 noHold, Inc.
*CSAT
*NPS
*FCR
Support Costs
Why Live Chat + Virtual Assistant?

Copyright © 2013 noHold, Inc.
Live
Chat
Live
Chat
#1: Offer VA next to Live Chat

#2: Offer Live Chat as Escalation Option
Copyright © 2013 noHold, Inc.

#3 Allow Live Chat Agents to Join Virtual Chat
Copyright © 2013 noHold, Inc.
Andrea now joins the
VA Conversation, and
a seamless handoff
takes place

#4 Provide Virtual Chat Log to Agents
Copyright © 2013 noHold, Inc.
The Chat Log can
appear as an alert,
which the Live Agent
can reference while
troubleshooting the
technical issue

#5 “Integration” Can Happen Without *APIs
Copyright © 2013 noHold, Inc.

Copyright © 2013 noHold, Inc.
Escalating to Live Chat,
or creating a Ticket and
passing the Chat Log is
accomplished through
HTML, which does not
require an API
Connector
#5 ..Continued

#6 Offer Pre and Post Chat Surveys
Copyright © 2013 noHold, Inc.

#7 Offer Live Chat as an Option through VA
Copyright © 2013 noHold, Inc.

#8 Offer Live Chat When Necessary…
…during business hours..
Copyright © 2013 noHold, Inc.

#8 ..and VA when Live Chat is Offline
Copyright © 2013 noHold, Inc.

Leading Brands Choose noHold
noHold, Inc. Copyright© 2013

Value Across the Enterprise
Support Site
Social Networks
Call Center
Confederated Knowledge™
eStore & Resellers
Metrics for: Sales, Marketing and
Engineering
noHold, Inc. Copyright© 2013

Definitions
CSAT: Customer Satisfaction
NPS: Net Promoter Score
FCR: First Contact Resolution
API: Application Programming Interface
Thank you! If you would like more information about Live
Chat + Virtual Assistants, visit: www.nohold.com
Copyright © 2013 noHold, Inc.

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