Kobo Customer Service Wins Award

IntelliResponse Functions in multiple languages 2012 1to1 Customer Champion How Kobo Deployed IntelliResponse Self-Service Tools To Reduce Customer Effort and Win the 2012 1to1 Customer Champion Award 20121to1 Customer Champion Kobo Award Closes The Book on... More

IntelliResponse Functions in multiple languages 2012 1to1 Customer Champion How Kobo Deployed IntelliResponse Self-Service Tools To Reduce Customer Effort and Win the 2012 1to1 Customer Champion Award 20121to1 Customer Champion Kobo Award Closes The Book on Virtual Agent Debate Customer Effort 12% since January With the help of IntelliResponse, Kobo Books saw the following results: Kobo has clients from around the world and is one of the fastest growing e-reader companies with millions of books to choose from IntelliResponse virtual agents now provide "One Right Answer" to customer questions which reduces customer effort and increases CSAT Kobo needed a world class web self-service strategy to help their customers self-serve online and "get back to reading" as quickly as possible OVER 90% of IntelliResponse users didn’t need to escalate to the contact centre THE PROOF THE RESULT: AWARD WINNING CUSTOMER SUPPORT Further, customer satisfaction scores have gone up from the high 60s and 70s Less