Virtual Agent Services vs. nanorep's Software

Nov 21 2011

virtual agent services

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
Deflection and accuracy of first answer 90%
deflection of emails, web inquiries and chat abuse of all your repetitive questions
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.

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Author Bio

Tamar Frumkin
Tamar is the Head of Inbound Marketing at nanorep. Her passions are helping the world get better service faster and making information accessible.

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Yifat Mor
Yifat is the VP Marketing at nanorep. Yifat is passionate about marketing and how to grow business and reach the ultimate in digital experience.

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Limor Melech
Limor is Sales & Business Development Manager at nanorep. A Relationship Builder with passion and experience, she strives to help companies refine their practices and reach their ultimate customer experience goals.

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Yaniv Reznik
Yaniv brings a 25 year track record in international leadership positions. As CPO & SVP Customer Success, he aims to help nanorep reach its full potential.

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Yariv Mendelson
Yariv is has over 20 years of international business experience. His passion for sales are a driving force in the nanorep team.

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Liad Stein
Liad is the Content & Community Manager at nanorep. Dedicated to the principle of openly sharing thoughts and ideas, he is passionate about global communication, especially in the social sphere.

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Orly Mager
Orly is passionate about customer experience and enabling companies to provide excellent digital journeys for their employees and customers. Her work with Fortune 500 companies delivers technological solutions with human touch that brings customers closer to brands.

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Eli Campo
Over the last years Eli played a key role in growing two of Israel's most successful startups into $1B public companies.
Career highlights include serving as EVP & GM at LivePerson for seven years (Nasdaq: LPSN), SVP &GM at for 5 years.

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Roy Goffer
Roy is nanoRep’s Director of Marketing. He has 10 years of experience in marketing technological solutions and writes about online customer experience.

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Angela von Weber-Hahnsberg
Angela von Weber-Hahnsberg is the VP of Content Development for Marketing Zen, working with the call center solutions folks at Kova Corp. Angela is passionate about making words work for Marketing Zen’s clients.

You can find Angela on LinkedIn.

Doron Etman
Doron Etman is a Senior member of nanorep's Success Management Team. He has over 17 years experience in supporting SaaS products and customer service. He is passionate about gourmet food, cycling and customer satisfaction.

You can find Doron on twitter or facebook to learn more.