NanoRep Customer Support Widget Goes Mobile

Linc Wonham — Wed, 04 Apr 2012 14:30:00 GMT

Customer service software provider nanoRep has released an optimized mobile version of its instant-answer support widget for iOS and Android devices, and customers are already reporting increased sales from their sites' mobile versions with the widget.

Consumers visiting mobile sites supported by nanoRep’s optimized widget will see it float onto the screen once a page loads. Responding to its Have a Question? prompt via touch opens a new browser window where they can ask a question to receive an accurate and instant answer from nanoRep’s self-learning knowledge base.

If an answer is not yet in the knowledge base, the widget automatically opens a customer-support email message or begins a live chat, depending on the ticketing options each online merchant has set up with nanoRep.

Version 1.0 of the nanoWidget includes support through iOS 5.01 across all iPhone and iPad models and for Android 2.3 and higher. Version 2.0, due at the end of April, will extend iOS support through 5.1.

Mobile functionality broadens nanoRep’s multi-channel support that includes email, live chats and support widgets for websites and Facebook pages. Seeded with a company’s FAQ, nanoRep’s self-learning knowledge base automatically builds itself up with every customer question asked and response provided by a support or sales rep.

Clients and customers in the following verticals are already benefitting from nanoRep’s optimized mobile support:

E-commerce– 20 percent of nanoRep client Gongshow Gear’s sales are mobile transactions, and helping consumers quickly understand return policies and shipping guidelines has increased this amount significantly.

Forex & Stock Trading –nanoRep has several clients in the foreign currency exchange industry – such as e-toro and hotforex – whose customers rely heavily on mobile trading.

Travel – From earning frequent flyer miles and choosing specific seats to reading the fine print of airlines’ changing checked baggage policies, the proliferation of travel booking apps gives consumers many reasons to want instant support from their devices.

Mobile Payments – With NFC chips standard in newer devices, QR codes becoming ubiquitous and high-profile pushes from Google Wallet and Starbucks for iPhone, 2012 could be the year that mobile payments soar. As more consumers use their phones to pay at in-store registers, mobile support needs to keep pace.

“Mobile has always been part of our plan, and we’re elated to launch a mobile optimized version of our signature support widget,” says nanoRep CEO Doron Herzlich. “Our customers demanded it, and their feedback about its sales impact for them has been phenomenal so far.”

nanoRep Promises Instant, Accurate Ticketing System

Michael Garrity — Tue, 09 Aug 2011 02:00:00 GMT

A potentially big change could be coming to e-commerce thanks to a help-desk software company called nanoRep, who is looking to revolutionize the industry by introducing the first ticketing system to provide instant, accurate answers for customers via self-service across all support channels.

This tool is designed to dramatically reduce support-ticket escalation, and also doubling as sales tool and working to increase conversion rates. It will also be scalable and self-learning.

It will allow companies in any industry, from SMBs to major corporations, to guide resources from support centers that are weighed down by ever-increasing customer call volumes and turn them instead towards sales. In fact, many start-ups are using nanoRep from day one in order to implement a low cost ticketing system and thus maximize their limited budgets.

So, here’s how it works. At first, all that a company has to do is input their FAQ in a single knowledge base using nanoRep. From there, every question asked by a customer that is answered by one of the company’s support representatives across all channels, including email, live-chats, Facebook, Twitter and others, will accumulate and help the knowledge base build itself up.

nanoRep says that it should only take about 3 months for the system to be able to accurately answer up to 92 percent of customer questions without sending them to a representative. The questions are answered thanks to support widgets that will stalk customers across every page on a company’s site; they will also have widgets on a company’s contact and Facebook pages. These widgets will save customers from the seemingly endless hassle of having to search multiple FAQ topics for the answers they’re looking for.

Of course, the company using the tool will have the ability to vet and approve each potential answer, so nothing will get through that they don’t want.

The system also works around individual differences in the Q&A process, so if customers ask the same question in different ways, nanoRep will automatically learn how to connect them and, thus, how to steer the customer to the correct answer that will already be stored in the knowledge base.

Some of the advantages of this system include:

- An improved capacity, because centers using this knowledge base during a live call will have much faster service, which will result in a way higher First call Resolution and shorter wait times for the customers.

- It takes just minutes to install nanoRep’s instant-answer support widget to a company’s Facebook page, which means customers can self-service access to the company’s total knowledge base while simultaneously being able to email, live-chat and open a support ticket all in one easy-to-use place.

- One big boost that nanoRep could give to businesses will especially please their marketing departments. A customer’s nanoRep search could reveal their individual needs to a company’s marketing team by regularly providing them with analytics that disclose the total asked and answered questions per month and tracking which answers were given instantly from the knowledge base and which came from a representative.

- Real-time answers should help engage customer’s in a site and make them more comfortable with purchasing online from a company. Because of this, businesses will see a decrease in site abandonment and an increase sales conversion rate.

- The software will also work as a sales tool by instantly providing potential consumers with answers to questions about merchandise and promotions.

Though still very new to the world of e-commerce, this new nanoRep tool could help companies operating on the Web provide customers with much faster and more concise support, and in the end help our their own bottom line.

'Net Features : nanoRep

NanoRep Customer Support Widget Goes Mobile

nanoRep Promises Instant, Accurate Ticketing System