Digital Customer Self Service_

Intelligent Customer Assistant for an Effortless,
Personalized Self-Service Journey

personalized digital self-service solutions

Personalized, guided customer self service

Today’s customer is conditioned by convenience. The abundance of technology we use on a daily basis has changed the very way we think and interact, and it has changed what we expect from brands.

To meet the expectations of today’s customer you must go beyond answering simple questions. Your customers want to be understood on their own terms and have personalized customer service experiences. Nanorep enables your business to reach customers with the comfort and convenience of popular messaging applications with its Support Bot Solution, making customer service available in Facebook Messenger, Slack, Skype, and other platforms.

They also expect effortless engagement and immediate responses, at any moment in their “round-the-clock” lifestyle.

Show your customers that you know them by providing a digital customer service solution that understands their intentions and allows them to express themselves freely in their own language. Nanorep’s solution provides real-time responses to your customers, addressing their unique needs seamlessly across channels for personalized attention.

Contextually relevant personalized conversation

Nanorep provides personalized digital customer service that smoothly leads customers to resolution and increases customer satisfaction. The solution recognizes user context  including geo-location, product searches, knowledge-base information, and more to provide relevant, actionable information for your customers. Context also determines the type of guidance provided, where the same question can result in different answers for different people.

With Nanorep, customers can be assisted at any touchpoint in their digital journey. From your company’s website to your brand’s social media pages and mobile app, Nanorep provides a gateway for your customers to get the information they need when they need it.

Proactive care for individualized journeys

Nanorep’s sophisticated solution provides proactive care, ensuring that the right information reaches the right person and adapting to the specific needs of the customer and his place in the journey. Even the frequently-asked questions pulling answers from the knowledge base are dynamic and adjust accordingly to maintain relevance. The software understands the consumer and his intent at each specific moment, and recognizes moments of greater need. This individualized treatment meets the customer at different touchpoints in his journey as needed, assuring guidance and responsiveness for a painless process free of the customary obstacles frequently faced in online customer service.

personalized customer service solution

Nanorep provides a gateway for your customers to get the information they need when they need it, at any touchpoint in their digital customer journey.

PROVEN RESULTS:

500 Deployments_

  • rbs
  • vodafone
  • icicibank
  • yatra
  • zalando
  • stalkbuylove
  • paysafe
  • fedex
  • ikea
  • wyng
  • leumi
  • dfs
  • discount
  • mtv
  • goresponse
  • gant
  • wiggle
  • voonik
  • fandango
  • chegg
  • elal
  • pnbank
  • yes
  • hot
  • rocketlawyer
  • callplus
  • united medicare advisors
  • living spaces

Due to Nanorep we were able to reduce the number of questions answered by humans by 70% and have our agents deal with 6 times fewer inquiries per day. So when you deal with tens of thousands of inquiries every month, it is no surprise that our reps are absolutely in love with Nanorep. Nanorep also allowed us to manage our ever-growing product KB by automating the per product FAQ cycle and as a result the conversion rate of visitors using Nanorep on our websites has tripled than those who don’t.

We absolutely love our nanorep solution! nanorep accurately replies to our customers’ inquiries, from pre-sale questions about products and policies to order tracking and shipments. Within a couple of months, we reduced our support overhead by 80% while significantly improving our agents’ response time. We have also seen an uplift in almost all of our success metrics along the customer journey.

nanorep automatically answers more than 13,000 questions per month and free existing agent to use their time and expertise more efficiently. The solution allows our reps to focus more on the high-value chat requests and the ones who are more likely to convert

We have multiple products and multiple brands and the fact that we’re able to segment that out while maintaining it within two databases as opposed to what could potentially be 10 or 15. That’s definitely something that has been a game-changer for us.

Our business more than quadrupled over the past year. With nanorep we are able to serve our ever growing account base with just a moderate increase in agents. nanorep delivers great ROI, a tremendous saving in labor costs, and enhanced customer experience.

nanorep positively impacted our inbound client inquiries. Within 8 months, we were able to reduce call volume by 31% and chat volume by 38%. nanorep’s implementation has immensely helped our needs for both customers and our internal productivity and training. We estimate that nanorep has helped us keep overhead increases at bay.

nanorep extended the reach of the Voice of the Customer for us, whereas before I had to rely only on customer care engagement data . With nanorep I get a clearly communicated story for these customers, whose voices had previously been silent. I can now understand why the flow may be abandoned at a certain time, because nanorep is a sort of ‘mind reader’ for our customers, helping us provide a greater customer experience.

nanorep is at the center of our support strategy at Yola. We believe in scaling support by never answering the same question twice! nanorep helps us to do this by it’s elegant solution to the problem of search. No matter how vast your knowledge base is, unless customers can find the answers easily, it is useless. nanorep turns your knowledge base into a goldmine! It allows us to easily maintain an automatic answer rate of 90% or higher! nanorep is like the ATM of support providing robust self-service and ensuring that our customers get what they need, 24/7!

Providing timely support of high quality to our 55 million registered users has always been a challenging goal for us at MyHeritage.com. As soon as we deployed nanorep, we’ve been able to channel trained support staff to focus on responding to the more difficult, personal cases while letting nanorep handle hundreds of simpler support questions each day, automatically, to the complete satisfaction of our customers. We’ve found nanorep to be an extremely capable system that learns and improves over time. It does an excellent job of matching customer questions to appropriate answers prepared by our staff in advance, in multiple languages. Our investment in nanorep has had positive ROI from day one and I strongly recommend it to any organization striving to deliver superior support to its customers.

Outstanding service and support from these guys, just how it should be. The whole team is focused on achieving success. Highly recommended!

Powerful technologies designed around your customers_