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Where Good Customer Service Goes to Die: The Problems with FAQs and Site Search

Where Good Customer Service Goes to Die: The Problems with FAQs and Site Search

Posted on May 15, 2013 in Blog, Online Self Service, Virtual Agent Software

You have an amazing website with top of the line graphics and award winning content. You’ve managed to intrigue your customer (a good sign!) and now they’ve got questions, so they head on over to your FAQ page. The ‘Frequently …

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The Price of a Poor Online Experience – Getting Heavier Every Day

The Price of a Poor Online Experience – Getting Heavier Every Day

Posted on May 1, 2013 in Blog, Online Self Service, Virtual Agent Software

Let’s face it, we’re so deeply entrenched in the digital age, that there’s no turning back now. A company’s website has become the first point of contact for more and more customers, with fifty-seven percent of inbound calls coming from …

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A Blueprint for World Class Online Self-Service in the Utility Sector

A Blueprint for World Class Online Self-Service in the Utility Sector

Posted on April 26, 2013 in Blog, Online Customer Service, Online Self Service

Avista Utilities recently deployed IntelliResponse Virtual Agent technology  for online customer self-service and their deployment is absolutely stellar. Avista leveraged many of the online self-service best practices that make for a great Virtual Agent deployment. From a consumer’s perspective, Avista …

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Customer Spotlight: Ryerson’s Quest for Online Self Service Excellence

Customer Spotlight: Ryerson’s Quest for Online Self Service Excellence

Posted on March 28, 2013 in Blog, Online Self Service

All too often we tend to focus our attention on the “organization” itself that deploys an online self service solution. But dig a little deeper and you’ll often find one or two extremely committed individuals within each of our client …

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Location, Location, Location – Getting the Most Value from Your Online Self Service Solution

Location, Location, Location – Getting the Most Value from Your Online Self Service Solution

Posted on March 27, 2013 in Blog, Knowledge Management, Online Self Service

Location is the single biggest factor that influences real-estate valuations. But, the same principle can be applied to the world of knowledge management software. Consider online self-service delivered through virtual agent technology (a specialized component within the knowledge management software …

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Insurers and Financial Institutions MUST Get Online Self-Service Right. Here’s Why.

Insurers and Financial Institutions MUST Get Online Self-Service Right. Here’s Why.

Posted on February 28, 2013 in Blog, Online Self Service, Virtual Agent Software, Virtual Assistant Software

On Wednesday, Feb 27,  representatives from some of North America’s leading insurance and financial institutions gathered in Boston, for one very simple reason: to learn how technology can benefit them and their customers. The event, Celent Innovation & Insight Day …

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