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With Experticity, remote-based staff in one market
or call center help overworked staff in another, load-balancing
staff from a centralized
location to anywhere, across time zones. Boston-
or Bangalore-based employees serve in Atlanta one minute
and in Anchorage the next, based on customer demand.
The On-screen
Expert not only offers two-way audio/video, but
can also push out/mark-up information screens supporting
customers, completing transactions and offering a whole
new way of distributing labor, while providing one-on-one
personalized service.
 IMPROVED CUSTOMER SATISFACTION
We have all experienced the agony of long lines at
service locations such as retail stores, banks, rental
agencies and airports, where one or two agents are overwhelmed
by a surge in customers. With the Experticity solution,
a flexible number of multilingual agents can be available
any day, any time. Customers simply walk up to a screen
where an agent can immediately start serving them. Service
is still personal, customers are delighted and your
company costs are reduced. Experticity:
- Reduces/eliminates waiting.
- Allows more effective communication between customer
and agent by combining video, voice and data.
- Provides the customer the information they need,
when they need it.
INCREASED SALES
- IN-STORE
Studies estimate that one out of five customers walk
out when confronted with long lines or poor service
in retail
stores. The loss of business is substantial. The
Experticity system captures these lost sales while
providing an opportunity to up-sell and cross-sell
new products. For example, agents can offer wider
product selections than those available in-store,
arrange for home delivery, and push out personalized
Web-page promotions and ads at point of sale. They
can even sell valuable screen real-estate to third-party
partners.
- IN-HOME OR ON THE ROAD
In the near future, live on-screen agents (delivered
on desktops, notebooks and Pocket PCs, wireless or
wired) will offer even greater opportunities for your
business. Consumers will be able to reach centrally
based expert agents at any hour of the day or week
for help with installation, maintenance or assembly
of your products. Experticity's solution will:
- Save your customers hours of frustration.
- Reduce costly product returns.
- Generate additional revenue.
- Position your company as a customer service
leader.
REDUCED COSTS
Scheduling labor for retail and service positions is difficult
and costly because customers come in waves. If you staff
for high-demand, service reps are idle during slow periods.
If you staff for low-demand, customer service is inadequate
during peak times, resulting in slower sales and dissatisfied
customers. At some point during the day, every operation
is overstaffed or understaffed.
Experticity's
technology solves this dilemma by:
- Load-balancing employees for optimal utilization
and elimination of down time.
- Sourcing staff from low cost areas to high cost
areas.
- Reducing transaction times by combining live service
with screen-push technology.
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