Customers typically use consumer packaged goods Web sites to find information about promotions, free samples, recipes, and product information.
San Francisco, CA - 2002-12-09 - Leading consumer packaged goods companies are increasingly turning to self-service to assist customers online. NativeMinds, a leading provider of Web self-service solutions, is helping companies including Coca-Cola, GlaxoSmithKline, Miller Brewing Co., Procter & Gamble, and Unilever handle frequently asked questions through automated online personalities called Virtual Representatives, or vRepsTM. More than ever, consumer packaged goods companies are adopting vReps because they reflect brand identity and deliver more personalized service.
Customers typically use consumer packaged goods Web sites to find information about promotions, free samples, recipes, and product information. When this information is not readily accessible, it can damage customer relationships. Sixty-eight percent of people cite the inability to find needed information as the main reason for leaving a Web site, according to a report by Jupiter Media Metrix. Virtual reps humanize the online experience and reduce frustrations by providing friendly user interfaces that emulate live customer service agents. Similar to live agents, vReps prioritize customer questions based on individual needs, enabling companies to meet customer service objectives.
Companies are looking for better ways to offer friendly and efficient online customer service. Visitors feel comfortable speaking with vReps, which allows companies to get a better understanding of their customers. "We really wanted to add a 'personality' to www.millerbrewing.com and the vRep technology made that possible," said Eric Zoromski, Fullhouse Media's director of Interactive Services. "We evaluated NeuroServer and determined that a vRep was the best solution for providing online customer service. It actually emulates a live conversation rather than simply doing a search and it provides a level of differentiation and personality that other technologies simply don't offer."
After successfully implementing a vRep on Dove.com, Unilever recently decided to create additional vReps for its other brands. NativeMinds is also building on its success in the beverage industry, attracting the top two major brands in this market.
"Consumer packaged goods companies find that vReps can quickly handle high volumes of frequently asked questions while giving life to corporate brands on the Web," said Aaron Rosenbaum, Vice President of Marketing at NativeMinds. "NativeMinds' vReps reduce customer confusion by acting as a centralized contact point for customer inquiries. vReps give instant answers or expertly guide customers to the channels that will deliver the best service for their needs."
To see NativeMinds' vReps in action, visit the following Web sites:
• Anne at www.iams.com and click on FAQs
• Mama at www.ragu.com
• Bill the Brewmaster at www.millerbrewing.com
• Hank at www.coca-cola.com and click on Contact Us
• Katie at www.dove.com
• Nick at www.nicorette.com
About NativeMinds
NativeMinds is a leading provider of next-generation Web self-service solutions called Virtual Representatives, or vRepsTM, that increase customer loyalty and satisfaction. Designed for large organizations, vReps deliver intelligent and humanized online customer support and answer a broad array of product and service inquiries. Using vReps, companies can reduce the cost of customer service while increasing revenue and brand awareness. Leading NativeMinds' customers include Ford Motor Company, American Express, Procter & Gamble, Coca-Cola, Department of Defense, T-Mobile, and Unilever. NativeMinds is a privately held corporation based in San Francisco. For more information and to talk to a vRep, visit www.nativeminds.com.
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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