Virtual Agent Alternatives to Traditional Customer Service Channels on the Rise According to Latest Report from Aberdeen Group
Web-Based, Interactive Self Service Becoming New E-Business Imperative for Building Customer Loyalty and Brand Awareness
San Francisco, CA - 2000-12-04 - According to an Executive White Paper just published by leading technology market consulting and research firm Aberdeen Group, many businesses are turning to enhanced Web-based self-service, such as virtual agents, as a way of interacting with customers and enhancing the online brand experience. The Web's relative ease of access and its 24x7 availability have redefined how companies serve customers online, and many businesses are implementing alternative service channels such as those offered by companies like NativeMinds, a leading provider of virtual representatives. Virtual representatives are automated online personalities that emulate the best in human customer service at much lower cost than traditional channels such as phone or email.
"Many businesses have been in such a rush to establish a Web presence that they have concentrated on content and not customer service," said Chris Martins, research director, customer relationship management at Aberdeen. "Many sites assume that customers are able to find what they need and conduct business without assistance. The reality is that customers often need help with product, shipping and return information that may be buried within a Web site or just not easily rendered via static Web content. Virtual representatives from companies like NativeMinds have emerged as a way to bring a more human touch to online self-service and reduce the e-mail and call center inquiries that might otherwise be generated."
NativeMinds is leading the charge in providing virtual representatives, or vReps: human-like personalities that help people find information they are looking for in a timely manner. Whereas traditional search engines and email response systems only provide lists or blanket replies, NativeMinds delivers personalized, conversational answers to real customer questions. The White Paper discusses the business and technical issues that companies need to consider when embarking on interactive self-service initiatives.
"Web site search engines and site maps are no longer sufficient in helping e-customers zero in on the information they need in the time they expect it, " said Walter Tackett, CEO and co-founder of NativeMinds. "E-businesses are at risk of losing their customers if they don't humanize online interactions, mirroring the in-store experience with more personalized, engaging conversations. Aberdeen's report gives objective insight into the business issues and challenges that companies face when empowering customers to help themselves while still fostering lasting relationships."
The white paper, Interactive Customer Care: Enriching the Self Service Experience with Automated Agents can be found at www.nativeminds.com and www.aberdeen.com.
About Aberdeen
Aberdeen Group is a leading provider of technology market consulting and research. Steeped in technology and armed with end-user field research, Aberdeen answers clients' critical business and technology questions in the context of the Internet economy and across the product life cycle. Founded in 1988, Aberdeen is headquartered in Boston, Massachusetts, and has research centers in Palo Alto, California; Ft. Collins, Colorado; and Amsterdam, the Netherlands. Aberdeen is located on the Web at www.aberdeen.com.
About NativeMinds
NativeMinds enhances service and sales for e-businesses with its virtual online customer service agents-vReps. Using natural language responses to frequently asked product, service or user account questions, vReps reduce call center costs, increase online sales, and improve customer loyalty. Leading customers of NativeMinds' vRep solutions include Oracle, Convergys, One 2 One, Axcess.com, Misys and GlaxoSmithKline. NativeMinds is a privately held corporation based in San Francisco. For more information, visit www.nativeminds.com.
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