Viasat Quote
"With the launch of Humanys Site- & MailAssistant we see the potential of giving our customers instant information 24/7. Moving simple questions to the Web gives us more time to answer more complex ones over the phone. We hope that our customers view our web service as the primary source of "easy" information and with a combination of a well developed "My pages" can access, handle and answer most questions regarding the subscription without our necessary involvement."
- Jenny Dahl, Operations Manager
Case Viasat.
Viasat is a company in the international media group MTG, which operates in more than 30 countries around the globe. MTG is an international entertainment-broadcasting group, with television as its core business. MTG is the largest Free-TV and Pay-TV operator in Scandinavia and the Baltic region. Viasat's channels reach more than 80 million people across these countries on a daily basis.
Background
One of Viasat’s primary contact points with its customers is its Web site. Through the Web site, Viasat has the opportunity to build stronger relationships with customers based on superior service, and also to cut call center costs. To achieve this, online information has to be available to the customers as quickly and simply as possible through a self-service solution. Just as importantly, the company wants to know its customers and their needs.
Another of the company’s contact points is e-mail. The amount and complexity of e-mail conversations has led to a considerable strain on customer support. At the same time, Viasat noticed that a considerable amount of the incoming e-mail contained similar questions.
Solution
Viasat now uses an integrated support solution for the Web and e-mail from Humany. The support solution is based on Humany’s SiteAssistant Web and SiteAssistant Mail. With this support solution, customers who send e-mail to the support address immediately receive an auto-generated answer from customer support. If the system needs more information from the user in order to solve the problem, the user can click on a link that leads to SiteAssistant Web. Then, SiteAssistant Web can continue the conversation with the customer and solve the problem. Today the support system handles 95% of the support errands automatically.
All customer queries are logged in the SiteAssistant administration tool, which facilitates continuous improvement. Viasat has gained invaluable insight into their customers’ needs and how their services can be improved. Humany’s SiteAssistant has made it possible to service new customers effectively and to enhance Viasat's relationships with existing clients. Cost savings and efficiencies are significant.
Measured Improvements
After using SiteAssistant, Viasat noticed the following improvements in their customer relations:
- Fewer calls with simple questions
- Decrease in workload for call center
- Fewer complaints
- Increase in number of Web site visitors
Viasat estimated that their return of investment was achieved about 4 months after launch.
Facts About Viasat's SiteAssistant
Developing time: 2 months
Numer of questions in database: 300 (per March 3rd 2007)
Avg. usage per day: 10000 searches, 4000 unique visitor searches