1. How is this different from videoconferencing or video chat systems?
Traditional videoconferencing and video chat systems have complex user utilities and require users to download and install special software. This is not a suitable experience for on-demand customer services. Live Expert provides simple, one-touch connection to best matched agents and a complete application suite, including CRM, for providing and managing every aspect of video-assisted services. For a more complete list of key differences, refer to the document: It’s More Than Videoconferencing.
2. What feedback have customers provided after using the Live Expert?
Each of our Live Expert implementations is experiencing increasing customer utilization with the highest customer satisfaction scores of any customer interaction medium. In customer interception surveys, 98% of Live Expert users said that they would use the system again.
3. How does this compare to text chat?
Live Expert provides a higher form of engagement than text chat through live human interaction and interactive content sharing. Text chat is useful for brief, simple communications where the business is more focused on minimizing service interaction. For consultative discussions, there is no method as satisfying or as effective as two people speaking face to face with relevant visual content presented to the customer.
Live Expert does provide text chat capability. However, it is used as a fallback method for those cases where the customer may be experiencing network or speaker issues and the agent needs to provide instructions so they can engage in a video chat session.
4. Isn’t text chat more efficient?
Some people say, “With text chat, the same agent can help 3 or 4 customers at once, while with video chat each agent can help only one customer at a time.” But the text chat agent endeavors to serve multiple customers because text chat is such a slow and inefficient form of communication (read, decipher meaning, type, send, wait for response). The total amount of time spent to help 3 customers is similar regardless of whether text chat agents serve them concurrently or video chat agents serve them sequentially. But the service experience is always superior with video chat.
As a customer, how many times have you waited for the text chat agent to respond because they were busy helping other customers, only to find that the response you eventually receive is a stock answer that was copy/pasted and does not address your need?
5. Wouldn't it be cheaper to use self-service tools without humans?
There are many cases where self service tools are sufficient. Our mission is to provide a higher engagement solution for those cases where face to face consultation with interactive content sharing can create significant value for the customer and the business.
6. Is Live Expert difficult to implement?
We believe technology should be easy to deploy, easy to use, and easy to support. There is no dreaded, large IT project with Live Expert. Live Expert can be implemented in days.
7. What does Live Expert cost?
Our goal is to drive down the cost of this technology for broad adoption by B2B and B2C businesses. We are currently pricing the full Live Expert suite at levels equal to ordinary text chat systems.
8. Will onsite employees view the Live Expert system as a threat to their jobs?
A relevant, impactful service experience is positive for both customers and employees. Live Expert empowers onsite employees by providing them with a life line for expertise and for customer overflow. Remote agents are empowered because Live Expert directs only those customers to them who need their specific skills.
9. Can agents be at any location? Can we use third party agents?
Agents can be anywhere with an Internet connection and can be any combination of company agents or 3rd parties. LE Enterprise connects customers to the proper entity/agent based on each customer’s need. We do believe that the success of a Live Expert program hinges on the performance of the agents and the quality of service. So, while work-from-home models are possible, we recommend that an Expert Center be used for training and group learning.
10. What role can manufacturers or suppliers play?
Live Expert allows manufacturers to provide their own experts at the point of purchase decisions. Manufacturers can easily leverage their existing product advisors and provide consultation to both store and online customers. For manufacturers that currently provide in-store sales help or training to store employees, Live Expert can be a more cost effective alternative.
11. Does ClairVista have a patent for the Live Expert technology?
ClairVista has been awarded two US patents covering the systems and methods that are the foundation of Live Expert. These patents cover both onsite and online video-assisted customer services.