[February 7, 2002]

noHold Integrates Instant Support With AIM's Web-Based CRM Solution

noHold, Inc. has successfully integrated noHold Instant Support with HelpDesk Expert for Customer Service, Applied Innovation Management's (AIM) enterprise-level customer relationship management (CRM) software. The integration is already helping call center agents boost productivity by allowing them to train faster and solve problems quickly while reducing the cost of support.

"Logitech has raised the customer support bar by empowering our call center agents with the knowledge to become instant experts in our diverse product line," said Michael Doyle, Logitech's director of customer support. "The integration of noHold with AIM has provided a way to make each of our agents an expert in our products as quickly as possible. Now we can capture each customer phone inquiry and engage noHold's knowledge base within the CRM application while delivering fast, accurate responses."

Logitech is a provider of innovative computer peripherals, such as Internet video cameras, mice, keyboards, trackballs, audio products and entertainment devices. The company has been using noHold Instant Support as the primary interface for their online technical support inquiries, because noHold's new-generation solution goes beyond FAQs and chat-bots to diagnose and solve specific problems for the user. Logitech has made this same technology available to the company's call center staff to further improve on their ability to respond to customer requests.

When a customer calls with a problem or question, the agent uses AIM's HelpDesk Expert to log the call, capturing customer information and the nature of the technical issue. The data is then automatically passed through to noHold Instant Support system for diagnosis and a search for a possible solution. Meanwhile, real-time support session metrics are immediately available to the support managers for analysis and inclusion in the collective knowledge base.

"Logitech has effectively reduced the time customers have to wait in queue, so they're happier with the service they receive," said Diego Ventura, founder and CEO of noHold. "Our integration with AIM addresses the most critical problem facing customer support managers in this economy - to deliver outstanding support at less cost."

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