Retailer A
A leading US retailer is using Live Expert to sell repair and installation services at retail outlets. Customers request consultation at an Expert Station and are helped by remote agents who assess the customer’s need, explain services that are offered, and schedule service visits to customer’s home or business. By making agents available on demand only when needed, this retailer has substantially lowered the profit breakeven point at these locations compared to utilizing 100% onsite staffing.
Retailer B
A leading European retailer is implementing Live Expert in their new prototype store that has been redesigned to reposition key departments and also add new services. In-store customers will be able to request consultation for products in specific departments and receive live agent assistance through the Live Expert system.
Retailer C and Sponsoring Manufacturer A
A major manufacturer is co-sponsoring a Live Expert program with a leading US retailer. The expert agents will be staffed by the manufacturer from their customer service center. Store customers will be able to receive product consultation, make purchases, and schedule deliveries at the Expert Station, which will be installed within a specific department inside these stores.
This program may be expanded to include other manufacturers to use the Expert Station to assist customers, thus leveraging the technology investment to maximize ROI.
Manufacturer B
A global consumer products manufacturer is currently experimenting with Live Expert for the potential introduction of remote, live consultation services at retail stores.