Athena – ThoughtWare Australia
Athena is the website guide for ThoughtWare Australia. Her chief purpose is to have conversations with site visitors and direct them to the part of the website that fits their needs.
We are a typical SME – where being productive is highly valued and discovering smart ways to work is essential to our ongoing operations. We deployed a CyberTwin on our public website in late 2008.
Our CyberTwin Athena is like having an additional staff member to answer queries and address FAQs. We provide governance, risk management and compliance solutions to a range of industries e.g. Aged Care, Schools and General Business. Athena neatly handles site queries and is skilled at driving visitors to view online demos and directs questions to drill down to what the visitor is seeking.
We’ve even had existing clients use Athena for help desk queries even though this was not her initial purpose.
Our website has lots of pockets of information so having a guide to draw attention to a specific area of need has proved to be useful. Plus those who chat with Athena tend to have fun in addition to the informative session.
Athena’s body of knowledge increases with each interaction and that in turn enhances future visitor experiences.
All our outgoing emails now include a link to Athena for people to continue engagement. We periodically send out marketing campaigns that include Athena as an extension of the campaign.
We’re pretty much an evidence based organization and I’m thrilled to report that Athena has more than once been responsible for guiding a site visitor through our sales process even to the point of closing a sale.”