Tesco, the world’s fourth largest retailer and the market leader in the United Kingdom, was looking for ways to provide its customers expert consultation in its electronics department. Like most retailers having thousands of products with short life cycles and high staffing costs, Tesco experienced natural limitations in the breadth and depth of expertise they could provide at each store location.
Providing consultation services using ClairVista’s Live Expert system proved to be a great solution. With this technology, Tesco made it possible for its store customers to instantly connect with a Tesco Tech Support agent having the relevant knowledge to address each customer’s specific need. Customers select their topic on a kiosk touch screen and Live Expert’s Expert Enterprise server instantly matches the customer with the most proficient agent available for that topic for live videoconferencing.
The Live Expert system automatically provides the agent with all the information available about the customer’s store location and topic of interest so agents can seamlessly assist the customer as if they are actually in the store with the customer. Customers receive live, personalized consultation as well as agent- directed content to supplement the interactive service experience.
One-touch ease of use, rich content-sharing and multi-language support provide an engaging customer service experience. Live Expert’s advanced video and audio coding technology provides life-size video conversations with striking audio fidelity. And Live Expert’s comprehensive suite of tools and analytics allow managers to closely monitor the performance of the system and the services provided.
So what are Tesco’s customers saying?
“We have conducted hundreds of exit interviews with customers that have used Tesco Tech Support services through the Live Expert system,” said Rod Brown, Managing Director of Tesco Tech Support. “So far, 100% of respondents have been satisfied with the service and 98% said that they would use the service again. The Live Expert system is one of the most impressive applications we have seen in this space, meeting our need to give customers an effective, personal, and cost-effective advice service. Both the technology and our customers’ response to it have exceeded our expectations.”