Download ppt - Motorola Modem Virtual Assistant: Is it Part of Your Support Bundle?

noHold, Inc. Copyright© 2012

Motorola Virtual AssistantJoshua Przybus, noHold Inc. Account [email protected] (408) 946-9202

Reduce Support Costs

Increase Customer Satisfaction

Introductions


Sarah RamozMarketing Operations Manager

[email protected]

Josh PrzybusAccount Manager

[email protected]

Matt SquillaroDir. of Business Development

Annette KanakarisManager Consumer Call Center


“Motorola partnered with noHold in October of 2010, to develop the Motorola Modem Virtual Assistant with the goal of combining the Motorola products with best in class support solution in the noHold Virtual Assistant. This product has been successfully launched at a number of customer sites. The team at noHold has been extremely responsive to our customer needs, to Motorola, and we work very well together throughout ever step in the process.”

Partnership

Matthew Squillaro Dir. of Business

Development


About noHold

• Private

• VC financed

• Profitable

• 100 Implementations (9 languages)

• U.S. Patent 6,604,141


Value Proposition – Before

$

- 100,000 visitors- 30% escalates- $5 per contact

Cost: $150K / mo.


Value Proposition - After

$

- 100,000 visitors- 15% escalates- $5 per contact

Cost: $75K / mo.


• Application– Technical Support Virtual Agent– SB6120, SB5101, SB6121, SB6180,

SBG6580 and SBG901– Confederated Knowledge™ capable– Go live date: 10/11/10

• Metrics– Interactions: ~ 1000 per month– 71% Resolution Rate

• Implementation Details– ~ 125 Solutions– Team: 1 manager, 1 KBS

• Scope– Troubleshooting, lights meaning,

specifications, factory default, access to GUI, firmware upgrade, setup and installation, power issues.

Motorola Virtual Assistant


Motorola Virtual Assistant

http://www5.nohold.net/Motorola/Loginr.aspx?pid=3&login=1


Motorola Professional Services

Annette KanakarisManager Consumer

Call Center

“Hi everyone my name is Annette Kanakaris, and I am the manager of the consumer support call center for Motorola Mobility’s home devices. I manage the consumer support operation for Motorola Mobility’s broadband products. In addition to providing end user support, my team also develops the content for our agent’s knowledge base, and also the self help tools including the noHold Virtual Agent. My team consists of product experts who all have a background as support agents. Their experiences have provided them with the ability to anticipate much of the end user’s challenges they experience with products. These experiences have given them the ability to develop better content which is visible in our FAQ’s. Since our launch we have continued to work with noHold to identify areas of improvement. My team and I meet on continuous bases with the noHold team, to review the effectiveness of both the tool and the content from the data we received from the Virtual Agent. Because of this collaboration, our partner has experienced a resolution of 71% with only a 2% escalation rate.”


• Project Description– Virtual Assistant designed to improve Call

Center Agent efficiency – Testing started: 4/18/2012– 15 Call Center Agents– Only training provided was a three minute

video clip– Agents have been using Right Now

Technologies as a knowledge base and ticketing system

• Results– 70% found answers within Virtual Assistant– Reduced Average Handle Time by 80

seconds per call– Virtual Assistant is now being integrated

within CRM system

• Benefits– Call Center Agents reduce AHT– Agents have answers on Motorola Products

Call Center – Success


Implementation

• Branding is available

• Launch: 2 lines of HTML language

• Hosted by noHold

• One month free trial


Benefits

• No need to maintain content about Motorola products

• Guaranteed to always have the latest product information

• Reduce AHT within the Call Center

• Both customer and agent facing

• ROI within the first month free pilot

Contact


Josh PrzybusAccount Manager

[email protected](408) 946-9200 ext. 354