Design

Develop

Deliver

Nurture

insight into enhancing end user experiences

Don’t Try to Boil the Ocean

Mobile and Desktop Friendly

Support International Customers

Content for Your Target Audience

Navigation

90 percent of people report moving be-tween multiple devices to accomplish one task(1). This makes resolutions an import-ant factor when designing the Virtual Assis-tant. “When your mobile experience is opti-mized for functionality and consistency it fosters trust and affinity with users” (1).

Often, clients are unsure where to begin, so they implement EZintel to understand what customers are searching for. EZintel interprets the free-form customer input and produces a report, grouping the most common phrases and questions asked by customers.

The majority of Virtual Assistants built by noHold include a navigation bar. The navi-gation bar often includes several buttons to better aid customers through their jour-ney. The most popular buttons allow end users to print a solution, email a solution, move back with in a solution and provide feedback.

According to figures from The United Na-tions’ Educational, Scientific and Cultural Organization, the most widely spoken lan-guages are: Mandarin Chinese, English, Spanish, Hindi, Arabic, Bengali, Russian, Portuguese, Japanese, German and French (2). Virtual Assistants are multilin-gual and can speak these languages in addition to several others.

Boost Sales with Context Related Offer

Leverage the context of an interaction with the customer to offer additional prod-ucts and services that make sense to that user and based on the problem they just described. Do this only after offering help in solving the problem and only if it is war-ranted. Recently a client increased monthly sales by $10,000 for adding a cross-selling solution to their Support Vir-tual Assistant.

Embed Multimedia Personalize the Experience

Start with a minimal number of solutions. Then continue to add content based on the metrics collected through the use of the Virtual Assistant. This will help to save on implementation time, and provide you with hard data on the most effective content to add.

Visuals are processed 60,000 times faster in the brain than text (3). Embedding videos and images along side text will aid end users in understanding a process or solution.

Clients often connect the Virtual Assistant to their CRM system. This provides the Virtual Assistant with context allowing for personal-ization of content based on the information captured by the CRM system.

Sharing is Caring Preempt Support Channels

Preempt and integrate the Virtual Assistant with Support channels to maximize deflec-tion (i.e. Live Chat, IT help desk, Contact Center, Forums). An Information Technolo-gy and Services client positioned the Virtual Assistant as an option alongside Live Chat. The implementation exceeded expecta-tions, deflecting 12% of live chats.

Use Promotions to Inspire Action

Integrate with Sales Channels

One customer began sharing a link to the Virtual Assistant through Twitter when call volume increased to help lower contacts to the call center. We recommend taking ad-vantage of Social Media to make custom-ers aware of the self-service tool. This can be done by sharing a link, post, document, infographic, etc.

Offering special promotions through the Virtual Assistant encourages adoption and sales. In a survey, 83% of shoppers admit-ted to making unplanned purchases due to a promotion or coupon (5).

Integrate the Virtual Assistant with Sales channels to increase revenue. (i.e. Online store(s), Brick and Mortar stores through QR codes/mobile application). By adding a Virtual Sales Representative, a Security Software company increased conversion rates on their site by 3%.

Metrics noHold Connect (NHC)

Take full advantage of information already created by others. Several noHold clients have configured their Virtual Assistants to communicate with each other, allowing them to collectively find the best answer for the end user.

Crowdsourcing noHold is Your Team

Use Metrics to take action. A noHold client used the information collected through the Virtual Assistant to redesign their support site and simplify customer engagements.

If you have any questions please contact noHold Inc.www.nohold.com | 408.946.9200 ext. 311

noHold Inc. Copyright © 2015

Leverage the knowledge of end users. Allow end users to submit solutions as feedback to improve the Virtual Assistant. Crowd-sourcing gives your business the opportuni-ty to add new solutions effortlessly.

Utilize the Professional Services team as an extension of your team. We are here to help you take full advantage of the Virtual Assistant’s capabilities.

1. Huffington Post The Blog. 2014. Web. March 2015.

2. Languages. BBC. Web. March 2015.

3. Sibley, Amanda.19 Reasons You Should Include Visual Content in Your Marketing Data. HubSpot Blogs. 2012. Web. April 2015.

4. Hazelton, Bill. Tips for Effective Cross-Selling and Up-Selling. Spirecast. 2009. Web. March 2015

5. Carter, Brandon. Coupon Statistics: The Ultimate Collection. The Access Loyalty Blog. 2013. Web. March 2015

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