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Safervpn Deploys Nanorep's Digital Self-Service Solution to Achieve

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Safervpn Deploys Nanorep's Digital Self-Service Solution to Achieve SaferVPN Deploys nanorep’s Digital Self-Service Solution to Achieve Astounding Results 82.8% Self-Service Score The Solution: Reduced web escalation to 5% After exploring a wide array of options, SaferVPN was introduced to nanorep's digital experience guidance solution. In addition to offering the advanced level of NLP that SaferVPN The Challenge: was initially looking for, nanorep also provided contextually relevant responses, seamless chat integration, ‘Voice of the SaferVPN is one of the fastest-growing, premium VPN service Customer’ analytics, and much more. The initial deployment providers in the world. As an agile mid-sized enterprise included nanorep’s self-service guidance widgets and support providing round-the-clock support, SaferVPN experienced center, as well as LiveChat integration with the ability to initiate a surge in website traffic that led to a quickly expanding chat sessions directly from the self-service interface. Agent-facing customer base and a flood of customer support inquiries. self-service was also implemented in the company’s existing The company wanted to continue providing the high level support ticketing system, utilizing nanorep’s best-in-class Zendesk of support their customers had grown accustomed to while integration. being able to keep up with the influx of customers and their increasing demand for service. Results And Added Value: The Search for Self-Service: The results were visible from the outset and far exceeded expectations. A staggering number of customers were now With a growing customer base, a sizable increase in new able to find instant responses to their inquiries without the service requests, and the need to supply answers to often need for direct contact with a support agent. This resulted repeated questions, SaferVPN made the decision to pursue in a significant reduction of escalations with over 80% of all a self-service solution that could meet their rising challenges. customer queries now being resolved through web self-service. Wanting to maintain a personalized touch, the company was Of those currently utilizing self-service tools, the escalation rate looking for self-service capabilities to provide a world-class has been less than 5%. customer experience. The company was looking for a solution that enables customers to submit queries in the same innate In addition, nanorep’s powerful analytics and customer way they would ask a support agent. Therefore, they needed intelligence platform provides SaferVPN with a direct window a technology that incorporated Natural Language Processing into exactly what site visitors are asking for. This allows for (NLP). In addition, the ability to seamlessly integrate with more efficient and accurate knowledge base optimization, existing support systems was an added benefit which ultimately making knowledge gaps more readily identifiable and proved to be a deciding factor in their decision to deploy enabling a clear directive for content creation. Additionally, nanorep for their self-service needs. SaferVPN has been able to easily gauge self-service performance with metrics that reveal how many visitors are resolving queries via self-service and how many required an additional level of customer support. “nanorep has exceeded our Zendesk LiveChat Support Integration Integration Center expectations with excellent customer Agents are nanorep's chat nanorep’s complete empowered with integration delivers a digital self-service service and a fast turnaround time. searchable, context seamless channeling solution, offering relevant knowledge experience to connect contextual guidance, We also appreciated their willingness at their fingertips for customers with live provides an optimum resolution of support agents. advanced Customer and flexibility to meet our service customer needs. Support Center. needs as much as possible.” Adina Fenton, Director of Customer Success, SaferVPN ABOUT SAFERVPN: SaferVPN is a fast-growing premium VPN (Virtual Private Network) service providing online security, privacy and freedom to hundreds of thousands of business leaders and consumers worldwide. With more than 150 servers in 24+ locations, SaferVPN allows businesses to achieve competitive market insights, optimize advertising efforts and safeguard sensitive company data online. SaferVPN is known for leading the industry in simplicity and ease-of-use, offering one-click applications for Mac, Windows, iOS, Android and Chrome, as well as customized white-label business solutions..
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