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Recent Store Trials have
been overwhelmingly positive. In one trial, over
70% of the customers who interacted with the system
indicated they loved the idea and would use it again
if available. Customers love the fact that they can
get the undivided attention of a store employee that
has the subject matter knowledge they seek and can access
whatever data they need. Customers also appreciate the
fact that store employees are right where they need
them, when they need them.
The Experticity System consists of three components:
the Customer Station, the Agent Station and the Configuration Server.
The Customer station software manages the touch
screen located at the point of service.
Customers may request help in a different language
or ask for an agent with a specific expertise.
Customers aren't the only ones who use the station:
store employees will benefit as well from the
product and service knowledge onscreen experts
can provide.
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The Agent station software allows a customer service
agent to interact with and manage Customer Station calls
that are routed to it. Content from multiple sources
are quickly available, which allows live agents to provide
product- and service-related information, locate items
in inventory, display how-to videos, and much more.
Data and other information can be cut from one source,
then pushed out and displayed on the Customer Station
screen. Agents can mark up the screen to highlight specific
information, and print it for the customer, providing
a richer, more proactive interaction.
The Experticity Configuration Server is the in-store server that
manages the customer and agent systems, and establishes
and monitors the connections. It performs the matchmaking
service of putting the right agent together with a specific
customer based on parameters such as location within
a store, language, agent expertise, and availability
of agents.
The Experticity Configuration Server scales to allow a company
to load-balance its support staff across multiple stores.
In addition to connecting and managing the customer
and agent stations.
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ADDITIONAL
SERVICES
Advertising Management
System
Banners on the Experticity Customer Station screen
are available for the retailer to place advertising,
which in a typical scenario would be purchased
by suppliers or vendors. The ads can be rotated
based on any number of criteria.
Web Services Technology
Retailers have asked if we can provide a way for
their customers to access expert agents from home.
Our Web services technology allows retailers to
offer live, in-home expertise as well as live,
interactive after-purchase support and upsell
opportunities. Retailers can increase customer
reach and continue the enriched customer experience
even after the customer leaves the store. |
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DEPLOYMENT
MODELS
Retail Load-Balancing
Model
With this model, the retailer can staff each store
in a chain with one or several agents whose primary
responsibility is to service a number of customer
kiosks around a single store. For example, a store
might have one or two agents serving ten kiosks.
When scaled to additional stores, the Experticity
system can route available agents from one store
to assist customers in other stores, across town
or across time zones.
Call Center Model
With the call center model, a national or international
retailer can staff a single location with experienced
and trained agents who can then service the customer
station requests in any of their stores. The only
requirement is a low-latency broadband connection
to the stores from the call center. The customer
station kiosks are self-managing. |
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