nanoRep - LivePerson Partnership Improves Holiday Customer Service; Increases Help-Desk Efficiency & Volume of Simultaneous Live Chats

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Answers all repetitive questions automatically – reduces seasonal expansion of support department, saving costs for e-commerce merchants.

nanoRep is proud our partnership with LivePerson will help businesses all over the world use live chat to engage more holiday shoppers than ever before.

Help-desk software company nanoRep’s (http://www.nanorep.com) integration with LivePerson's intelligent engagement platform looks to improve customer service for online businesses during the holidays by increasing the simultaneous and total number of live chats they can provide – without hiring expensive seasonal support reps.

The alliance offers online merchants the ability to automatically display relevant answers from their nanoRep self-learning knowledge base inside a live chat when they relate to a customer’s discussion. Customers asking reps about the status of a product order will see a nanoRep-generated instant answer regarding delivery time appear just below the text field. Those asking if an item comes in a particular color will instantly see a nanoRep link to the item’s webpage, or sale information relating to the item when a relevant promotion is underway.

“LivePerson’s platform has always embraced innovation like proactive chat and skills-based routing to bring value from business to consumers through real-time communications,” said nanoRep CEO Doron Herzlich. “nanoRep is proud our partnership with LivePerson will help businesses all over the world use live chat to engage more holiday shoppers than ever before – and reduce help-desk ticket escalation up to 92%.” Other advantages of nanoRep – LivePerson product integration include:

  •     Selective Chat – Businesses can decide which questions typed into nanoRep’s widget can prompt a chat and which get handled by instant answers or email support. The result is a dramatic increase in support reps’ efficiency.
  •     Reduces ‘Chat Abuse’ – By answering repetitive questions instantly and accurately from a merchant’s website, nanoRep helps more chat sessions focus on problem resolution or sales.
  •     Smarter Reps – Support reps see the same nanoRep answers shown customers – and also receive suggested responses from the nanoRep knowledge base relating to the discussion, which they can share with customers during chat sessions.

“Many businesses have to do more with less this holiday season, and integrating with LivePerson allows us to help them maximize resources,” said Herzlich. “When a chat session leads to a new issue being successfully resolved, both the questions and answers are learned by nanoRep and added to the knowledge base. A single chat session now has the power to resolve the same issue instantly for millions of customers in the future.”

Live chats are one of several ways nanoRep helps businesses communicate their latest holiday promotions. Customers entering sales questions directly on merchants’ websites also receive instant answers about holiday sales, and support representatives can use an internal system, enabling them to pro-actively deliver promotion information to customers.

About nanoRep
nanoRep is the instant-answer, self-service help-desk solution and ticketing system promoting rapid business growth by minimizing customer support costs. nanoRep continuously learns to answer all repetitive questions from customers – reducing incoming calls, emails, website and Facebook inquiries, and ‘chat abuse.’ Launched in 2009, the sales and support tool provides customers accurate answers in seconds from a single knowledge base extending across multiple channels – including email, forums, live chat, web support pages and floating widgets, Facebook and Twitter. The scalable, self-learning Q&A software operates in 34 languages and answers up to 92% of customers’ questions without escalating them to a rep. nanoRep is headquartered in Herzliya, Israel.

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Scott Piro
nanoRep
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