Occasionally a query would come up regarding the difference between nanoRep and virtual-agent services. First of all, nanoRep is a multi-channel support suite. It has several components, including the self-learning knowledge base, ticket-management system software, comprehensive analytics system, troubleshooting and automated answers while virtual agent services is an automated answers solution based on limited, pre-prepared Q&A and FAQ.
|
|
nanoRep |
Virtual Agent |
|
Value |
|
Deflection and accuracy of first answer |
90%
deflection of emails, web inquiries and chat abuse of all your repetitive questions |
35%
deflection of emails, web inquiries and chat abuse of all your repetitive questions |
|
Call reduction |
Adaptive
The more Q&A nanoRep learns the higher call reduction by nanoRep & chat |
Flat call reduction |
|
Suggesting answer to chat agent |
Yes |
No |
|
Answers response time |
Real time |
5-7 seconds |
|
Cost per answer |
$0.05 |
$1 |
|
Knowledge Base |
|
Type of questions |
Real customers questions |
Predefined questions |
|
Answer Aggregation |
Self-learning |
Pre-programming.
6-8 week process to learn & add new content |
|
Estimated number of Q&A |
Many thousands |
Few Hundreds |
|
Troubleshooting |
Immediate updating of Q&A trees |
Long process to update a Q&A tree |
|
Best match |
SMB and Enterprise |
Enterprise |
nanoRep Varies Greatly from Virtual Agent Services
As portrayed in the table, the solution provides a completely different experience for both the customers and the hosting company.
Customer Experience
On the customer's side: if we break it down, we can see, for example, that nanoRep instantly answers each question, while virtual agents use Q&A trees, forcing it to collect enough information before answering. And thanks to nanoRep’s self-learning software, the customers receive immediate answers, to their specific questions, phrased in their own words, and without any further work needed from the hosting company. The Q&A database can hold thousands of items, solving up to 90% of routinely asked questions -- a far cry from approximately 50% from Q&As of “pseudo” questions with virtual agents.
Hosting Company Experience
This leads us to the hosting company’s side, which benefits greatly, from the reduced customer-support costs and support escalation alongside greater customer satisfaction. Also beneficial to the company is nanoRep’s
website conversion of users. Until it converts the user, nanoRep instantly answers any number of questions, while the virtual agent’s limited number of “pseudo” questions does not convert. Also, nanoRep fits both small businesses and enterprise firms, while the high price tag on virtual agents places it in the large, enterprise-market segment only.
Compared to virtual-agent services, nanoRep offers a complete, extensive solution for a pleasant and effective customer support experience, while fostering, without the regular, expanding support costs, rapid growth for businesses.