Help-desk software company nanoRep has introduced a ticketing system that provides instant, accurate answers for customers via self-service across all support channels.
Companies input their FAQs into a single knowledge base via nanoRep, and with every customer question asked and response provided by a support rep across all channels: email, live-chats, Facebook, Twitter and more, the knowledge base automatically builds itself up. Within three months, it's able to accurately answer up to 92 percent of customers’ questions without escalating them to a rep. It does this instantly via support widgets that follow customers across every page on a company's site and by dedicated widgets on a company's contact and Facebook pages.
"It doesn't matter how detailed your Web site is, if customers don't find the information they're looking for in seconds—whether it's sales or support related—they’re gone," said nanoRep CEO Doron Herzlich. "nanoRep was designed to answer customers' questions instantly and accurately, minimizing support costs and converting site visitors into paying customers for startups and enterprises alike."
nanoRep increases its knowledge about a company by adding reps' answers across all channels—from email and forums to live chat and Twitter replies—to a single knowledge base once a company has vetted and approved them. When customers ask the same question different ways, nanoRep automatically learns to connect them to the correct answer already in its knowledge base. Other nanoRep advantages include the following:
- Improved Capacity – Call centers using the knowledge base during a live call provide greatly expedited service for customers, resulting in increased first call resolution and shorter wait times for all customers.
- Facebook Application – nanoRep’s instant-answer support widget can be installed in minutes to a company's Facebook page. Customers have self-service access to the company's complete knowledge base, and they can email, live chat and open a support ticket right from there, too.
- Marketing Insights – Customers' nanoRep searches reveal their needs to companies' marketing teams. Regularly provided analytics disclose the total asked/answered questions per month and track which answers were provided instantly from the growing knowledge base versus those that came from a support rep.
- Increased Conversion Rate – Real-time answers strengthen customers' site engagement and comfort with online purchasing. The result is decreased site abandonment and an increased sales conversion rate averaging 15 percent. nanoRep measures this by tracking customers IP during interaction with its widgets until registration/purchase is selected and comparing behavior to customers who registered/purchased without using nanoRep.
nanoRep provides solutions for nearly a hundred companies, including WIX, Plimus and IKEA. On average their technology saves companies $2.40 per support session. This translates to savings of $576,000 annually for SMBs and $5.7 million annually for enterprises.