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

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  1. 1. Motorola Virtual Assistant Joshua Przybus, noHold Inc. Account Manager (408) 946-9202Reduce Support CostsIncrease Customer SatisfactionnoHold, Inc. Copyright 2012
  2. 2. IntroductionsMatt Squillaro Dir. of Business DevelopmentSarah Ramoz Annette KanakarisMarketing Operations ManagerManager Consumer Call Josh Przybus Account noHold, Inc. Copyright 2012
  3. 3. Partnership 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, toMatthew SquillaroMotorola, and we work very well together Dir. of Businessthroughout ever step in the process.DevelopmentnoHold, Inc. Copyright 2012
  4. 4. About noHold Private VC financed Profitable 100 Implementations (9 languages) U.S. Patent 6,604,141noHold, Inc. Copyright 2012
  5. 5. Value Proposition Before$ - 100,000 visitors - 30% escalates - $5 per contact Cost: $150K / mo.noHold, Inc. Copyright 2012
  6. 6. Value Proposition - After $ - 100,000 visitors - 15% escalates - $5 per contact Cost: $75K / mo.noHold, Inc. Copyright 2012
  7. 7. Motorola Virtual Assistant 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.noHold, Inc. Copyright 2012
  8. 8. Motorola Virtual Assistant noHold, Inc. Copyright 2012
  9. 9. Motorola Professional Services Hi everyone my name is Annette Kanakaris, and I am the manager of the consumer support call center for Motorola Mobilitys home devices. I manage the consumer support operation for Motorola Mobilitys broadband products. In addition to providing end user support, my team also develops the content for our agents 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 users challenges they experience with products. These experiences have given them the ability to develop better content which is visible in our FAQs. Since our launch we have continued to work with noHold to identify areas ofAnnette Kanakarisimprovement. My team and I meet on continuous bases withManager Consumer the noHold team, to review the effectiveness of both the tool and the content from the data we received from the Virtual Call Center Agent. Because of this collaboration, our partner has experienced a resolution of 71% with only a 2% escalation rate.noHold, Inc. Copyright 2012
  10. 10. Call Center Success 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 ProductsnoHold, Inc. Copyright 2012
  11. 11. Implementation Branding is available Launch: 2 lines of HTML language Hosted by noHold One month free trial noHold, Inc. Copyright 2012
  12. 12. Benefits No need to maintain content about Motorolaproducts Guaranteed to always have the latest productinformation Reduce AHT within the Call Center Both customer and agent facing ROI within the first month free pilot noHold, Inc. Copyright 2012
  13. 13. Contact Josh Przybus Account 946-9200 ext. 354 noHold, Inc. Copyright 2012