VirtuOz Offers Most Contextually Aware Virtual Agent Solution With Launch of the First Virtual Agent for Facebook Messages
16 Oct, 2012
Consumers Can Seamlessly Traverse Between Social, Mobile and the Web Without Having to Restate Their Identity or Business Issue
VirtuOz, Inc., the leading provider of IVAs for online marketing, sales, and support, today announced the availability of VirtuOz' IVAs for Facebook Messages. With this latest release, VirtuOz now offers enterprises the most contextually aware virtual agent solution that can deliver a consistent, cross-channel customer experience as consumers move from social to mobile to Web.
"To effectively serve today's always on consumer, a virtual agent must be capable of providing a consistent, personalized concierge service across every interaction in a customer's journey to find a resolution," said Pamela Kostka, chief marketing officer of VirtuOz. "Whether the customer first engages with a business via Facebook on a laptop computer, then moves to their mobile phone or tablet and then to the company's Website, the goal is to provide a consistent and contextually relevant experience that ultimately results in a satisfied customer."
Managing the sheer volume of communication streaming through social networks is a growing business challenge. Nearly one quarter of existing businesses offer customer support via Facebook, but most are still working toward an effective strategy to answer customers quickly, with only 5 percent of Facebook posts/messages getting a response at all. The result is a growing divide between customer expectations for a response to their post/message in less than 30 minutes, and a business' ability to respond.
Rising to this challenge and building on VirtuOz' IVAs for Facebook introduced earlier this year, VirtuOz IVAs for Facebook Messages delivers the optimal way to quickly and accurately respond to consumer messages sent via Facebook by either resolving the issue on the spot or navigating the customer to a live support channel.
"VirtuOz' IVAs for Facebook Messages provides an immediate, personal, engaging response to a customer's private message sent on Facebook, while balancing the intensive, manual effort inherent in social media. It's the best of both worlds for the Web-savvy, social network consumer as well as businesses committed to meeting their progressive customers' needs," added Kostka.
Acting as a point of first contact on a business' Facebook page, VirtuOz IVAs for Facebook Messages enables companies to:
- Deliver a positive brand experience that meets customer expectations by quickly responding (in seconds or minutes) to common inquiries sent via Facebook messages
- Identify difficult or unique inquiries, and navigate the consumer to the appropriate functional department (sales, marketing or support) via their preferred communication method (mobile device, Website or social network) for an engaging customer experience that effectively resolves customer issues
- Balance staffing requirements to answer Facebook messages without sacrificing the customer experience
- Provide customers with a consistent, compelling experience across multiple channels as they traverse from social to mobile to Web
- Leverage existing technology investments, while providing customers with an always available, new online engagement channel that provides a superior engagement experience
VirtuOz is the leader in Digital Customer Relationships, enabling large and mid-market enterprises to use Intelligent Virtual Agents to provide world-class online marketing, sales, and support channels, ensuring a high quality user experience while improving operational performance. Recognized by CRM Idol 2012, the American Business Awards, Best in Biz, Network Products Guide and the TiE50 Awards, the company's award winning intelligent virtual agents offer companies a new channel for online self-service that delivers the best possible customer experience at one-tenth the cost of traditional channels. VirtuOz solutions combine best-in-class virtual agent solutions with best practices across agent development, deployment, and optimization to deliver predictable and measurable results. Intelligent virtual agents are predicted to become the new standard for customer interaction in the next few years. VirtuOz leads the market for successful use of intelligent virtual agents, having processed over 166 million conversations on behalf of its customers in 2011 and with the largest number of live enterprise intelligent virtual agents for Global 2000 companies including PayPal, Michelin, SFR, GameFly, and Symantec. More information about VirtuOz can be found at .