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.

UserVoice is Full Service – Kudos

Pete Prestipino — Tue, 01 Mar 2011 15:31:00 GMT

Soliciting feedback and providing support to customers is an ongoing challenge for website owners and Internet professionals. While there is no shortage of acceptable solutions on the market today, there is always room for one more – particularly if it’s an innovative one and UserVoice’s Full Service offering fits the bill.

The customer engagement solution is unique in that it rewards support staff for replying quickly and receiving “kudos.” Pretty interesting, right?

The “Full Service” solution combines a hosted service for gathering and prioritizing product ideas from a customer base and a helpdesk support system - which is by far the most intriguing aspect.

Based on game mechanics and the concept of positive reinforcement, UserVoice seems to create an almost ‘fun’ environment for help teams as it gives customer the chance to thank support staff and enables those support staff to both enjoy the appreciation and track the positivity they bring to the customers. Support personnel can also watch the success rates of their fellow teammates via a group dashboard.

“Building customer loyalty is critical for startups to grow their revenue, but in today’s social world, getting there takes a more human approach to customer relationships,” said Richard White, founder and CEO of UserVoice. “A lot of our customers’ ideas went into Full Service. They told us they loved our feedback product but also needed a help desk solution that could be managed in the same environment. They felt most ticketing systems were clunky and painful and wanted the same excellent user experience as our existing UserVoice tools. With their ideas for direction, we built Full Service to raise the bar on what great customer engagement should be.”

Pricing for UserVoice Full Service, including UserVoice Feedback and UserVoice Helpdesk, start at $5 per month.

Website Magazine Coverage of UserVoice:
Capture Genuine User Feedback

'Net Features : ticketing system

nanoRep Promises Instant, Accurate Ticketing System

UserVoice is Full Service – Kudos