Consumers can seamlessly traverse between social, mobile and the Web without
having to restate their identity or business issue
EMERYVILLE, CA – October 16, 2012 – 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.”
About VirtuOz IVAs for Facebook Messages 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
Availability
VirtuOz’ IVAs for Facebook Messages is available now. Pricing is an annual
subscription based on conversation usage and a one-time set up fee. To view
a demo, go to http://www.youtube.com/watch?v=UyLT20D9qYg.
About VirtuOz
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 www.virtuoz.com.
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VirtuOz is a trademark of VirtuOz, Inc. All other company and product names
are trademarks or registered trademarks of their respective holders.
