Staples Canada: Live Video Agent™

Staples Canada, a 300-store division of Staples, Inc., had been providing its Live Video Agent services using another system for more than three years. With this service, Staples Canada provides its Copy & Print Centre store customers instant videoconference connections to remote agents who create custom stationery, business cards, forms, and signs in real-time.

In 2008, as Staples Canada was planning for further expansion of this service, they decided to evaluate other systems available in the marketplace. They quickly learned that, while several companies offer videoconferencing tools, few companies had a complete, packaged software suite for videoconferencing, content sharing, transaction processing, quality assurance, and CRM capabilities.

Staples Canada performed a thorough product evaluation of the Live Expert system. While Live Expert already provided the best customer experience and more valuable features than other systems, Staples Canada challenged ClairVista to go further, such as:

  • Enhanced co-navigation and document sharing.
  • Enhanced agent view of customer’s screen.
  • Enhanced video call transfer capability.
  • Agent view of number of customers in queue.
  • Expanded customer survey capability.

ClairVista embraced the opportunity to work with a client with extensive, practical operating experience with live video assisted customer services. ClairVista also viewed it as a great opportunity to showcase its capabilities and commitment to customer success.

“We have operated our Live Video Agent service for more than three years and have selected Live Expert because it provides the best capabilities to serve our customers and ClairVista showed tremendous responsiveness to our needs,” said John Castiglione, Vice President of Sales & Operations for Staples Canada.

In June, 2009, Staples Canada implemented ClairVista’s Live Expert v2.4, completing the system conversion over one weekend. Staples Canada will continue to roll out its Live Video Agent service to additional stores, as it looks to make these services available to more customers.