2015 Self-Service Report. The report highlights the Self-Service success rate – calculated as the number of users that found their answer without clicking "Contact Us" – of Inbenta clients including Ticketmaster, Franklin Planner, nomorerack, FarmGirl Flowers and Schlage Locks among many others.
Inbenta's patented Natural Language Processing technology enables today's leading companies to provide intelligent and sophisticated online interactions with its customers. Inbenta's self-support system provides instant and personalized customer service that has proven to satisfy more than 90 percent of incoming questions for its clients. Powered by semantic search, customers are able to find the answers they are looking for, essentially eliminating the need to contact customer support teams.
As a result of this significant success rate, Inbenta holds a 99 percent customer retention rate. Xapo (https://xapo.com), a Palo Alto, California based Bitcoin security company, is one of Inbenta's newest clients.
"We're known as the "Fort Knox of Bitcoin" so it's imperative our community can trust us to deliver quick and easy access to the information they want," said Fernando Gouveia, Director, Business Development at Xapo. "Within the first month of working with Inbenta, we saw more than 90 percent of our incoming user base discovering answers on their own. In addition to drastically reducing service emails, I believe we've improved the overall customer experience."
Highlights of Inbenta's 2015 Self-Service Report:
- A sample of Inbenta customers have seen more than a 90% self-service rate:
- 95% self-service rate – Xapo
- 96% self-service rate - Ticketmaster US
- 98% self-service rate - iformbuilder
- 99% self-service rate - Schlage Locks
- Power users: In one month (Nov. 2014), Inbenta powered one million search queries for an industry-leading e-Commerce company
"Today's customers have many options and very little time. This presents a big problem for businesses when 60 percent of website visitors are unable to find the information they want. It becomes even more significant when you consider that 57 percent of online consumers will abandon a purchase if they can't quickly find the answer to their questions," said Jordi Torras, CEO & Co-Founder of Inbenta. "Natural Language Processing technology vastly improves the customer experience by ensuring customers are satisfied with the answers they need without contacting customer support."
Self-Service not only reduces customer service costs by deflecting high email and call volume to businesses, it also increases agent productivity to speed up response time for the questions that require attention. For more information on Natural Language Search technology for self-service, please visit www.inbenta.com.
Inbenta specializes in Natural Language Processing and semantic search to improve the customer experience online through Artificial Intelligence-powered technology that helps businesses increase the efficiency of its customer service, call centers, e-Commerce, FAQs and social media platforms. Support services such as dynamic FAQs,knowledge management and virtual assistants improve business website searches, customer self-service, and e-Commerce conversions.
With a team of expert linguists assigned to each client to help them understand the root cause of queries and make suggestions on updates to FAQs, Inbenta's products help businesses improve the overall online experience offered to its customers. Inbenta's patented technology has greatly reduced incoming customer service emails and calls to call centers for industry-leading companies including Ticketmaster, nomorerack, Coupa Software and Schlage Locks.
Founded in 2005, Inbenta is headquartered in Sunnyvale, California with offices in Spain, France, Brazil, Mexico, Singapore, Chile, and Amsterdam. Follow Inbenta on Twitter@inbenta, or learn more at www.Inbenta.com.
Inbenta’s patented Natural Language Processing technology enables today’s leading companies to provide intelligent and sophisticated online interactions with its customers. Inbenta’s self-support system provides instant and personalized customer service that has proven to […]