PowerAgent™ understands your incoming email, text and web-based customer support requests and uses context clues to match the incoming question to the appropriate answer within your Knowledge Base. Automated answering dramatically cuts down the time it takes for your customers to get the answers they need, which means you’ll experience measurable improvement in First Contact Resolution (FCR) and customer satisfaction (CSAT).
Unlike your average customer support representative, PowerAgent never sleeps, never has a bad day, and is always learning by experience. It is capable of responding 24/7/365.
In the learning process, PowerAgent uses an auto-suggest feature that forwards requests to live agents with suggestions of potential answers, enabling your representatives to choose from multiple choice options without having to review your knowledge base. Agents can select a suggested answer to have PowerAgent automatically respond, or they can choose to edit a suggested response to give it a more personalized touch. Either way, PowerAgent stores the selected answer and boosts it's confidence level for similar questions enabling more questions to be resolved through automated answering.
PowerAgent sentiment rating feature enables you to prioritize and route inbound requests to the best agent to respond based on whether the content is positive, negative, or neutral. Reporting features allow you to track resolutions answered by auto-answer, auto-suggest, or live agent so you can see your ROI in real time, as well as identify and fill-in knowledge gaps that are slowing you down.
PowerAgent is currently able to support interpretation for requests and identify semantic matching to Knowledge Bases in English, Spanish, French, German, Italian and Dutch languages and respond accordingly.
Q: How does the 30 day trial work?
A: Sign up for a Lymba PowerAgent subscription, and the first 30 days is free. Once your trial subscription is processed, we will send you credentials to get started with the full featured Lymba PowerAgent App. You can cancel with no obligation at any time before the end of the 30 day trial period, otherwise if you wish to continue enjoying benefits of PowerAgent, simply do nothing. Your account will then be charged, at which time your first year's subscription will automatically begin without interruption in service.
Q: How do I install the Lymba PowerAgent App?
A: The Lymba PowerAgent App is available for installation through the Salesforce AppExchange. It is also available in our Enterprise stand-alone edition.
Q: Does Lymba PowerAgent work on other CRM Platforms?
A: The Lymba PowerAgent App is available for the Salesforce Service Cloud Platform. However, the technology is easily customizable to other CRM products. Our product team is already working on integrations with SAP and RightNow. Contact us for Lymba PowerAgent availability on other CRM platforms.
Q: When will I be billed?
A: Lymba offers a 30-day free trial period, after which time the subscriber's credit card is charged for an annual contract. You can cancel with no obligation at any time before the end of the 30-day trial.
Q: Do I need a new contract for every license I purchase?
A: Each contract is associated with one 'Salesforce Org' or installation. You can associate as many seat licenses as you want with a contract as long as they apply to the same 'Salesforce Org'/Installation.
Q: When does my subscription expire?
A: The Lymba PowerAgent subscription contract is priced with a one year minimum contract and billed annually. The subscription can be renewed on an annual basis.
Q: How can I add additional transactions to my quota?
A: A Lymba PowerAgent subscriber may purchase additional blocks of transactions and pay only the pro-rated difference for the remainder of the year.
Q: What are my payment options?
A: Lymba uses PayPal to receive payments for subscriptions. Alternatively, other billing arrangements can be made prior to the trial completing. Contact us for details.
Q: How are the transaction limits enforced?
A: Every agent has a per transaction limit. The Lymba PowerAgent will process a maximum number of e-mails within any month-long window. Transactions above the limit will be queued, and re-tried an hour later.
Q: How do I cancel the trial?
A: We are sorry to see you go. Simply cancel your subscription and uninstall the Lymba PowerAgent App from your Salesforce org or CRM. If you have any questions or concerns, you can contact us.