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This CRM Review examines nanoRep.
In-Depth CRM Review
nanoRep Technologies Ltd.
22 Maskit Street
CRM Category: Customer Support – Cloud
Sub-Category: Web Self Service
Seats: Small Enterprise
About the Company:
Founded in Q1, 2009, nanoRep helps software providers, online shopping providers, online retail providers, e-commerce providers, business, financial and insurance providers, education providers, utility providers and marketplace providers to work in multichannel market. nanoRep developed a complete customer support solution for today’s e-commerce markets and service providers, by providing instant, self-service, self-learning, multi-channel customer support for driving up sales and decreasing customer support cost.
About the Product:
nanoRep provides superb customer experience for over 30 million online users by enhancing engagement and as a result increases our customers’ online conversion rates.
Our self-learning knowledge base helps customers interact with your brand via self-service customer service widgets across your website, mobile and Facebook. The self-service widgets automatically answer users’ repetitive questions, so only new or high-value questions are escalated to sales and support agents. Once a new question is answered by a live agent nanoRep automatically learns to repeat the agent’s answer for similar questions.
nanoRep also helps marketing, support and sales/e-commerce teams gain better customer intelligence through nanoRep’s customer analytics and drive customer-centric decisions.
Our online solution improves website conversion
- Web visitors spend too much time searching for the right answer, and they abandon websites quickly, leading to low website conversion rates.
- nanoRep learns all your repetitive questions and the answers supplied by agents, then stores them in a self-learning knowledge base for self-service support that answers visitors automatically.
- nanoRep provides scalable support to agents with questions from multiple channels, deflecting the repetitive questions and escalating only the high-value questions to them, helping them use their time and expertise more efficiently.
- nanoRep’s “contextual search” takes into account the specific webpages on a site where users ask theirsupport & live chat questions, dramatically increasing answer accuracy for e-commerce clients with multiple products such as online retailers, online shopping, and travel portals.
Multi-Channel Interactions – nanoRep meets your Customers wherever they are
- Connect with your customers on every page of your website as well as your site’s dedicated support center,Facebook app-support page, mobile help-desk apps, offering them quality answers to their questions from a single, self-learning knowledge base. nanoRep empowers your customers with real-time knowledge, helping them to do business with you, increasing your website conversion rate and revenue, and deflecting your support load using various self-service widgets.
Simple and Easy to Get Started in 4 steps
- Open an account and set up your initial knowledge base. Import your FAQ automatically in seconds, or add answers manually.
- Install nanoRep’s widget’s script code into your website to provide your visitors with instant answers from the knowledge base and your representatives.
- Answer your visitors’ escalated questions using our auto-suggest ticketing system or through your third-party ticketing system.
- Review the answers and publish them to the knowledge base. Your visitors will receive instant answers for all the repetitive questions automatically, and your support reps will have more time for the complicated, unique issues.
Proven Success for Various types of Businesses
With clients from a wide array of industries who trust nanoRep as their powerful support solution, nanoRep answers millions of questions instantly every day, transforming the customer experience, increasing website conversion while reducing support costs for various businesses such as Plimus, My Heritage, IKEA, Thomas Cook, WIX .
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Rich’s View of nanoRep:
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