USA Business Choice Expands Use of CodeBaby In Place of Building a Traditional Customer Support Center
Colorado Springs, Colo., July 15, 2015 –– CodeBaby, a global customer engagement and intelligent virtual assistant (IVA) technology provider, today announced customers from healthcare organizations to financial services companies are integrating Intelligent Virtual Assistants as a core piece of technology to their site to both enhance the customer experience and to drive down contact center costs.
According to research, between 52 and 85 percent of website visitors say they would have reached out to the contact center if the virtual assistant was not available. Most consumers now expect companies to try harder to provide increased online customer education and self-service. And, IVAs and avatars are becoming the most preferred method for delivering a self-service interface.
An example is CodeBaby customer USA Business Choice. The company has expanded its use of CodeBaby to better address customer self-service. By integrating their CodeBaby IVA, Brooke, deeper into the website, USA Business Choice is embedding the contact center directly into the pages of the website rather than building out an external contact center.
“We want 90 percent of our customers to be able to answer their questions directly on our website,” said CW Conner, Principal of USA Business Choice. “As a small business, building out a contact center is a massive undertaking from a cost and labor perspective. With research saying 57 percent of inbound calls come from customers who first attempted to resolve their issue on the company’s website, we wanted to tackle this for our customers. The most cost effective way to do this is was to leverage our existing CodeBaby interactive avatar.”
In addition to USA Business Choice, CodeBaby customers such as CareFirst, Guardian, as well as other customers including private and public exchanges, are expanding the use of IVAs to better address customer self-service directly on the website to alleviate some of the cost of call centers.
“Investing in an IVA solution is more than a simple time saver; it’s akin to assigning your most knowledgeable and reliable customer associate to help each and every online customer,” said Katherine Wells, VP of Marketing at CodeBaby. “This one-on-one attention to the customer puts the virtual agent solution at the top of the list for businesses looking to accelerate self service initiatives and create rich online experiences at a fraction of the cost of traditional customer support.”
CodeBaby is a global digital engagement and intelligent virtual assistant (IVA) technology provider. Leveraging emotional engagement and video game expertise, CodeBaby’s solutions drive engagement and retention for Fortune 500 customers within healthcare, financials, banking, and eCommerce. CodeBaby is an Oracle Gold partner, and was recently named a 2014 eHealthcare Leadership Award Winner for providing innovative solutions in healthcare. Visit us at http://www.codebaby.com or follow us on LinkedIn and Twitter @CodeBaby.
About the Author
Katherine has 25 years in high-tech marketing, product management and corporate communications. She is a gadget-girl, which is one of the reasons she is passionate about connecting people with innovative solutions and technology that solve real problems. Her objective at CodeBaby is to help businesses increase conversions and build lasting loyalty by putting their customer/consumer in control of their user experience. Connect with Katherine on LinkedIn and Twitter!Follow on Google Plus Follow on Twitter More Content by Katherine Wells