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In addition, long-term economic trends will propel
more and more companies to explore new technologies
that help reduce costs, increase efficiency and enhance
profitability. The underlying economics of Experticity’s
business model are driven by:
- Rapidly increased expectations from consumers that high-quality service will be available when and
where they need it.
- Declining levels of customer satisfaction and a corresponding decline in customer loyalty.
- Shifting demographics that will
cause long-term labor shortages as the business environment
is increasingly dominated by labor-intensive service
industries.
- The rising cost of labor, which
has consistently outstripped inflation, making the
“too busy/not too busy” daily cycle of
service staff a problem that must be solved.
- Increasing competitive pressure due to saturation of retail locations.
 THE
EXPERTICITY SOLUTION
Experticity's technology delivers service directly
to customers via an inexpensive, distributed network
of video-linked service personnel. Onscreen live agents
act just as live salespeople would on the store floor
or counter—serving the customer on a one-to-one
basis. Because the live agents are linked directly to
company databases, they can respond to customer requests
in real time, providing tailored responses to complicated
purchase decisions that cannot be handled through a
self-service menu-driven Internet kiosk. With the right
information, customer service agents can create selling
opportunities; with the right information, customers
can feel they are making the right choice.
Experticity provides another
critical benefit: it allows managers to maximize
the utilization levels of service employees wherever
they are based. Idle staff at a call center in Kansas
City can be digitally relocated through a video link
to screens in Boston, reducing the service burden on
agents at that end of the operation.
For the business manager who is struggling to reach
profitability goals, the use of Experticity is compelling
because it offers easily quantifiable cost benefits,
optimizes labor use and simplifies the management of
operations. For the customer who is frustrated with
long lines and uninformed service reps, Experticity
is an easy-to-use technology that provides a conduit
for high-quality, personalized attention.
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