Success Stories
Build.com More Than Triples Online Conversion Rate
Build.com is the third-largest and fastest growing online home improvement retailer with 7 specialized websites. As their business grew to offer over 700,000 products online to more than 5 million monthly visitors, Build.com chose nanorep to increase efficiency for managing their ever growing product FAQ and for handling over 130,000 monthly inquiries.
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Case in Brief: Ikea Doesn’t Keep Customers Waiting
For Ikea Israel an increase in business also meant an exponential rise in the number of incoming calls and email to its contact center "As more customers find answers easily online, the waiting time for [those] using our telephone support has dropped sharply," says Elad Weiss, Ikea Israel's call center manager.
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One Route To Automating Customer Tech Support
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.
"Yola found it could automate responses to 90% of its incoming customer support requests says Monique Viljoen-Platts, vice president of customer service for Yola".
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Web Self-Service with 'Instant Answers'
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.
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Helping Customers Help Themselves
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.
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Web Support Tech Makes Call Center Reps Smarter
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"
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AquaSupercenter.com completed a one-month test involving the use of nanorep and live chat to reduce call volume by 46.8%
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.
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