measuring the roi of instantsupport(tm)
Post on 29-Nov-2014
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noHold, Inc. Copyright © 2014
Measuring the ROI of InstantSupport™
How can we measure the financial impact of a Virtual Agent…
…while balancing the cost of effort?
Specificity of ROI number
Cost
to c
om
pu
te R
OI
Delta Approach
Incident Rates
Resolution Rates
Sampling Approach
Session Approach
Measuring cost reduction:
Savings = (Number of Deflected Contacts) x (Cost per Contact)
*For Net Savings subtract cost of Solution and Internal Resources
This formula poses some challenges …
1. It is not easy to measure the number of contacts deflected by a self-service solution.
2.How do you know that somebody using the self-service solution didn’t also call your support center?
Here are some ideas …
Delta Approach
Pros It is easy to measure
Cons Can only be done once Does not take into account
the growth of the business
Measure the number for contacts (calls, emails, live chats, etc.) before and after the implementation of the Virtual Agent.
Business GrowthSupport Contact Numbers
Self-Service solution goes live
Incident Rates
Pros It is easy to measure
Cons Can only be done once Does not take into account
the launch of additional products to the same customer base
Does not include seasonal spikes
Measure how Incident Rates change before and after the deployment of the Virtual Agent.
Contacts
Customer BaseIncident Rates =
Resolution Rates
Pros It is self-contained within the
Virtual Agent
Cons Less than 10% vote People may call the Support
Center without escalating from the Virtual Agent
Measure the number of people who got an answer and voted on the effectiveness of the solution.
Sampling Approach
Pros Accurate
Cons Time consuming Subject to interpretation by
the person reviewing the sessions
Select randomly a statistically significant sample of session logs to determine the effectiveness of the Virtual Agent.
Customer Sessions
Random Sample
Session Approach
Pros Accurate Automatic
Cons Requires cross-referencing
of databases Additional time in the Call
Center
Ask the end users to make reference to a Session ID (provided by the Virtual Agent) when calling the support center.
Please refer to ID 243577, should you need additional help. Thank you.
x
Each Approach has pros and cons.
It is important to balance the value of computing a specific ROI number with the resources required to do it.
Typical ROI is achieved with resolution rates of 10% or less.
In addition there are other ways a Virtual Agent produces ROI:
Sales of parts, accessories and premium services
Increase in Customer Satisfaction
Metrics Reports provide insight into Product Development, Marketing, and Support
www.noHold.com
noHold Inc. builds Virtual Agents that help some of the most
successful companies in the world, increase revenue and
decrease cost, while increasing customer satisfaction.
Smarter Self-Service
Attract. Convert. Fulfill. Support.
Thank You
noHold, Inc. Copyright © 2014
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