"vRep Performance Management" Enables Businesses to Continually Improve Virtual Representative-based Support Initiatives
San Francisco, CA - 2001-06-25 - According to Forrester Research, many companies are implementing Internet-based customer self-service programs, but the impact of these efforts is often uncertain because companies don't have the resources or know-how to measure the success of such initiatives. As businesses continue to deploy Web-based customer self-service, a significant need has arisen for a way to measure the success of these programs. In response to this demand, NativeMinds, a leading provider of online customer self-service solutions called virtual representatives, or vReps™ for short, has created a service package called vRep Performance Management. This new service offering ensures optimal performance of clients' vReps, provides insights into end-user interests and buying patterns, and does so without impacting the clients' staff resources.
NativeMinds' vReps are automated virtual representatives that emulate the best of live customer service agents, at a fraction of the cost of phone, email or live chat. vReps manage a company's online customer interactions by understanding users' natural language questions and providing fast, effective answers in the form of two-way conversation, without the need for human intervention. In addition to conversational replies, vReps provide relevant information gathered from multiple sources, including CRM systems, knowledgebases, search results, and Web site content. NativeMinds' vRep Performance Management package provides clients with rich analytical feedback and ongoing performance tuning for their vRep solutions.
Today, most companies have only two options for maintaining their Web-based customer service solutions: hiring staff to do it onsite, or outsourcing to a hosted solution and relinquishing full control of knowledge content. NativeMinds' vRep Performance Management service package offers clients a third alternative, the best of both worlds. Clients keep their vReps in-house and retain control over the content, but they outsource ongoing reporting, analytics, and administration to NativeMinds' Client Services professionals. This alternative also takes advantage of predictable maintenance schedules, and the employment of knowledgeable experts-without the appointment and training of additional internal staff-all at a fixed cost.
According to a recent report by Forrester Research titled, "Making Self-Service Pay Off," firms must create operations processes that provide measurable feedback about their guided service efforts to improve the experience for customers. These processes:
• Develop, maintain, test, and evolve knowledge.
• Measure and analyze usage.
• Gather customer feedback to assess the real impact. (Source: Forrester Research, Inc.)
NativeMinds' new vRep Performance Management service measures clients' business objectives against actual vRep achievements, and gives clients better insight into end-user customer trends including buying patterns, needs, and interests. By offloading the vRep performance measurement and maintenance process, companies free up resources, but more importantly, identify and continually improve the customer service efforts that are the most successful and effective. Furthermore, NativeMinds vRep Performance Management will enable companies to determine effectiveness in areas that directly impact brand loyalty and cost savings.
Some of the vRep Performance Management services' key analytical components that provide customer insight and evaluate vRep effectiveness include:
• Evaluation of vRep performance against defined, company-specific criteria (e.g., percentage of FAQs the vRep offloads from email inquiries, or increased efficiency with which the vRep resolves a customer issue)
• Identification of the most frequently asked questions
• Recommendations for new topics
• Analysis of scenarios for which the vRep initiated an external search
• Analysis of scenarios in which the discussion was escalated to chat, email, or other assisted support
"The ability to produce reports detailing a self-service performance and then analyze this data is essential for the ongoing effectiveness of any self-service initiative," said Andrew de Vries, vice president of marketing for NativeMinds. "By making continual updates to the vRep knowledge base and improving the accuracy of responses, companies are creating a more personalized and satisfying Web-based customer service experience, leading to increased customer satisfaction and loyalty at reduced service costs."
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
Verity and the Verity logo are registered trademarks or trademarks of Verity, Inc.
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