How Virtual Agents Can Reinvent Your Online Self-Service

Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social media realize improved conversion rates, higher average order value, and higher customer satisfaction and retention—all at lower cost. Are you ready?
 
Traditional self-service options such as search and FAQs, are low cost, easy to implement, and accessible 24/7, but can deliver an overwhelming number of responses requiring more user effort to find what they need and only a 50% resolution rate. Alternatively, assisted-service channels offer customers a higher resolution rate and a personalized experience, but at a much higher price tag. Long wait times and limited availability hours fail to impress an audience use to 24/7 access via the online venues they use daily.
 
With Virtual Agents, companies no longer have to choose between offering excellent customer service and improving operational performance. Virtual agent technology has continued to become more sophisticated, elevating this self-service tool to a new customer engagement channel that meets the high expectations of today’s online consumer.  Join Forrester Analyst, Diane Clarkson and VirtuOz’ Chief Marketing Officer, Pam Kostka, to learn:

• What virtual agents can achieve for your organization
• Key criteria for selecting the right virtual agent vendor
• Best practices from world class examples
   

Presenters:

Diane Clarkson
eBusiness & Channel Strategy
Forrester

Pamela J. Kostka
Chief Marketing Officer
Virtuoz