Chris Smith, co-owner and founder of AquaSupercenter.com
Yola is the website builder and hosting service that helps small businesses stand out on the web. With the right technology and a little bit of strategy, the company behind the do-it-yourself website builder Yola found it could automate responses to 90% of its incoming customer support requests and provide great customer support to support its fast growth.
Since 2005, Payoneer has helped thousands of Web businesses and other companies deliver compensation to employees, suppliers, contractors, and partners via prepaid MasterCard debit cards. Since installing the NanoRep tool, Payoneer agents now receive 40 percent fewer contacts. "People used to send an email to customer support. Now they type in their questions in NanoRep and get instant answers," says Itay Tamir, customer support supervisor at Payoneer.
Ruby Box is a beauty-sampling start-up in South Africa. It offers smart way to test luxury beauty products before buyin them. As soon as Ruby found out that they were getting more and more e-mails with the same questions, they decided to implement nanoRep. "Immediately we got a 33 percent drop in customer e-mail questions. That's even before we've started adding anything past our initial questions to the database." says Sylvia Gruber, Rubybox's co-founder.
C3 of Plantation, Florida is a global provider of contact center services. The company provides a full range of customer contact management services and solutions for corporate clients in a variety of industries.
C3 was looking for new ways to help call center representatives to find answers they can share with customers over the phone and decided to use nanoRep in conjunction with LivePerson chat. C3's VP of technology Ken Condren says "the call center representative will be able to get more of those answers through a chat session, or through finding answers in nanoRep that continue to enhance the knowledge base"
AquaSupercenter.com offers customers tens of thousands of pool supplies. The popular discount pool supply store has recently deployed nanoRep to reduce call volume and hold times during the busy summer months and at the same time to improve its customer service.
The system was launched on December 24, 2011 and has already answered 46.8% of customer questions online in the first month of use with 29% of questions being escalated to live chat sessions with pool supply specialists. “The technology easily pays for itself, and the improved response times and customer service make it a clear winner,” says Chris Smith of AquaSupercenter.com.