Customer service software company nanoRep has launched an optimized mobile version of its instant-answer support widget for iOS and Android devices today. Customers are already reporting increased sales from mobile versions of their sites with the widget.
Consumers visiting mobile sites supported by nanoRep's optimized widget will see it float onto the screen once a page loads. Responding to its "Have a question?" prompt via touch opens a new browser window, where they can ask a question to receive an accurate and instant answer from nanoRep's self-learning knowledge base. If an answer is not yet in the knowledge base, the widget automatically opens a customer-support email message or begins a live chat, depending on the ticketing options each online merchant has set up with nanoRep.
Version 1.0 of the nanoWidget includes support through iOS 5.01 across all iPhone and iPad models and for Android 2.3 and higher. Version 2.0, due at the end of the month, will extend iOS support through 5.1.
Mobile functionality broadens nanoRep's multichannel support, which includes email, live chats, and support widgets for Web sites and Facebook pages. Seeded with a company's FAQ, nanoRep's self-learning knowledge base automatically builds itself up with every customer question asked and response provided by a support or sales rep. While other ticketing systems encourage expansion of support teams by requiring 100 percent of incoming queries to be answered, only nanoRep, with its ability to accurately answer up to 92 percent of customer questions without escalating them to a rep, spares growing companies from the need to hire additional reps.
"We're thrilled to offer users quick and self-learning help tools," said Dror Cohen, head of support and community at Waze, provider of a social traffic and navigation app, in a statement. "With one tap, mobile users arrive at our support site and get instant answers using the nanoRep system. Future versions of Waze will allow the nanoWidget to work directly from inside our app.
"Mobile has always been part of our plan, and we're elated to launch a mobile optimized version of our signature support widget," said nanoRep CEO Doron Herzlich, in the statement. "Our customers demanded it, and their feedback about its sales impact for them has been phenomenal so far."