Staples Canada, a 300-plus store division of Staples, Inc., provides Live Video Agent services – instant videoconference connections to remote agents who create custom stationery, business cards, forms, and signs in real-time – to its Copy & Print Centre store customers.
Staples Canada had been providing these services at select stores using a system from a ClairVista competitor for more than three years. In 2009, as Staples Canada was planning for further expansion of these services, they decided to evaluate other available systems to replace what they were using. After evaluating various video-enabled systems, Staples Canada learned that, while few companies offer videoconferencing tools for customer service, only ClairVista’s Live Expert system provides a complete, packaged software suite for videoconferencing, content sharing, transaction processing, quality assurance, and comprehensive CRM capabilities.
In 2009, Staples Canada switched to ClairVista’s Live Expert, completing the system conversion over one weekend. Staples Canada has continued to roll out its Live Video Agent service to additional stores and is on pace to assist over one hundred thousand customers over the next 12 months using the Live Expert system.
“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.
ClairVista embraced the opportunity to work with a client with extensive practical operating experience with live video assisted customer services, which has led to further product enhancements. Combined with a US patent for its Live Expert system, ClairVista continues to extend its leadership position in videoconferencing CRM applications.