How Virtual Agents Can Reinvent Your Online Self-Service

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Sponsor

Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social media realize improved conversion rates, higher average order value, and higher customer satisfaction and retention—all at lower cost. Are you ready?
 
Traditional self-service options such as search and FAQs, are low cost, easy to implement, and accessible 24/7, but can deliver an overwhelming number of responses requiring more user effort to find what they need and only a 50% resolution rate. Alternatively, assisted-service channels offer customers a higher resolution rate and a personalized experience, but at a much higher price tag. Long wait times and limited availability hours fail to impress an audience use to 24/7 access via the online venues they use daily.
 
With Virtual Agents, companies no longer have to choose between offering excellent customer service and improving operational performance. Virtual agent technology has continued to become more sophisticated, elevating this self-service tool to a new customer engagement channel that meets the high expectations of today’s online consumer.  Join Forrester Analyst, Diane Clarkson and VirtuOz’ Chief Marketing Officer, Pam Kostka, to learn:

• What virtual agents can achieve for your organization
• Key criteria for selecting the right virtual agent vendor
• Best practices from world class examples
   

Presenters:

Diane Clarkson eBusiness & Channel Strategy Forrester

Diane serves eBusiness & Channel Strategy professionals. She focuses on how online customer service — including online self-service, virtual agents, email, chat, click-to-call, and social media — serve eBusiness goals by providing service and support, increasing sales, reducing operational costs, and improving customer satisfaction. Her online customer service research focuses on understanding consumer behavior and preferences, strategy development, and implementation best practices.

Diane came to Forrester through its acquisition of JupiterResearch, where she served as travel industry analyst where her research focused on how Web 2.0 can drive eBusiness goals.

Prior to joining Forrester, Diane had 10 years of marketing experience in the travel and publishing industries, working in Toronto; Melbourne and Sydney, Australia; and Helsinki. Her background includes senior positions in traditional and online travel retail and media companies, with responsibilities including marketing, branding, customer service, product development, channel strategy, and business development. Diane honors B.A. in history and labor management relations from the University of Toronto, Canada and an M.A. in marketing and public affairs from the University of Sydney, Australia.
 

Pamela J. Kostka Chief Marketing Officer Virtuoz

Pamela is a proven marketing executive with 19+ years of experience in defining and executing successful product strategies and go-to-market plans for SaaS and enterprise software companies. As CMO of VirtuOz, she oversees all product management, product marketing, field marketing and partner development activities for the company. Pamela has an established track record growing early stage companies to a successful exit strategy. Prior to VirtuOz, she served as SVP, Marketing and Managed Tax Service Sales for Sabrix where she was instrumental in defining and launching the SaaS offering as well as driving over 300% bookings growth in 2 years. Prior to Sabrix, she served as VP, Marketing for Arena Solutions and CEO and founder of Visiline. She also held senior marketing positions with Extensity and Connect where she was a key contributor to successful IPOs for both companies. Pamela has a B.A. in Economics from the College of the Holy Cross and a MBA from Harvard Business School.
 

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Report Abuse   bcantor 12/08/2011 11:06:07 AM EST Yes Replies (0) Post a reply Sign in or Sign up to post a comment

Report Abuse   sgilman@thdathomeservices.com 12/08/2011 11:04:31 AM EST I have a conflict at this time. Will this session be recorded and available for review later? Replies (0) Post a reply Sign in or Sign up to post a comment