Online customer self-service company, noHold (the name literally means that the user is never left "on hold."), says it likes to keep to its promises. The Milpitas, Calif.-based company says its Instant Support saved Logitech nearly $290,000 in customer support.
The Fremont, Calif.-based computer mouse-maker Monday says it is so impressed with the job that noHold did for its line of digital cameras that the company is extending the relationship to include Logitech's entire line including its mice, trackballs, keyboards and interactive entertainment products.
"We saw significant results immediately after implementing noHold Instant Support," says Logitech director of customer support Michael Doyle. "In less than four months after launching on our site, Instant Support handled just under 30,000 technical support questions and problems that normally would have gone to our telephone or email support agents. It was an easy decision to expand Instant Support across the enterprise because it will allow us to deliver improved service to all our customers while helping us control costs."
Using noHold's Instant Support, customers access a help desk through a pop-up window similar to instant messaging. But instead of interacting with a live person, the user receives help from a virtual support agent using artificial intelligence to diagnose problems and deliver solutions within three or four clicks.
Instant Support draws on several databases (even those located in existing systems), and it becomes smarter the more it's used. Companies can even integrate it with their existing CRM solutions.
By contrast, noHold says other online resources such as FAQs and search engines cannot diagnose problems, and they deliver only general responses. Even e-mail and phone support require the user to wait for a reply.
Industry experts estimate that an e-mail support session costs nearly $10, and a telephone support session costs $33, whereas online self-help costs about a dollar, assuming that each question or problem was diverted away from the less costly e-mail support.