The Expert Studio provides expert agents with all the tools at their fingertips to assist store customers with products and services and complete sales transactions.
Video Calling Manager
Experts have complete control over the video call, including Station speaker volume, transferring customers to other experts when customers have questions about products in a different category, and instantly reconnecting the conference in the case of network interference.
Product QuickFinder, Store QuickFinder and Customer QuickFinder
Experts can quickly access information and select content to be displayed at the Station for the customer to see. Such information can include product features and comparisons, demonstration videos, lists of accessories, in-store product availability and location, closest alternate store, extended warranty, customer purchase and expert interaction history.
Customer Interaction Portal
Since the information required for seamless customer interaction generally resides across several disparate systems within the retailer’s enterprise, an essential feature of the Expert Studio is to provide a single interface and easy navigational controls to access all related information and selectively display information for the customer to see on the Station display.
In-Store Paging
Live Expert integrates with paging systems so that expert agents can quickly request in-store service for the customer.
Order Manager
Never lose a sale. Experts have the ability to use the Live Expert Order Manager as an order entry utility to capture in-store or direct-to-home sales. Or the Expert Studio application can easily integrate with retailer in-house order entry systems.
Customer Contact Log
No CRM system would be complete without a complete history of customer and expert interaction. Experts can have access to each customer's previous questions and purchases. Experts also receive reports regarding their productivity and performance.
Proactively Engage Customers
Experts can browse store departments where Expert Stations are located based on parameters established in the Expert Enterprise, allowing them to proactively offer assistance to customers obviously in need.