1. How is this different from video conferencing systems?

  • Traditional video conference systems use complex user utilities that are not suitable for consumer interaction on the sales floor. Live Expert provides simple, one-touch connection to experts.
  • Live Expert uses H.264 advanced video codec, the most advanced video compression technology available, and achieves substantially better video quality over the same bandwidth as traditional systems. This is the same video technology adopted for the HD DVD standard.
  • Video conferencing only provides point-to-point audio and video communication. Live Expert also provides a complete suite of applications for the following:
    • Expert and Expert Station network management.
    • Customer relationship management.
    • Content management.
    • Sales transaction processing.
  • Other systems use standard desktop sharing for providing visual information to customers, so content and video compete for bandwidth. Live Expert submits content to the Expert Station computer, which renders the content, so content and video do not compete for bandwidth. More bandwidth means better quality, larger video.
  • Desktop video conferencing systems are built for operability with slow processors and low bandwidth connections, resulting in poor video size and quality.

2. How comfortable will customers be using the Live Expert system?

  • We believe that some adoption curve will be necessary, much like introducing self-checkout systems, but ease of use and quality of expert service will foster repeat usage.
  • We recommend that store personnel be trained to facilitate customer use of the Live Expert service, and that the Expert Station be placed in visible locations.

3. Will store employees view the Live Expert system as a threat to them?

  • Store associates gladly direct customers to other associates who are more knowledgeable. The experts available through Live Expert can be store associates' "life lines".
  • Store associates can learn from experts available through Live Expert and be better equipped to assist customers.

4. Wouldn't it be cheaper to use kiosks without live humans?

  • We believe that consumers go to a retail store for a physical experience and human interaction, not to read FAQ's on a computer monitor.
  • Every individual has a unique way of thinking about a need and articulating it. No amount of data and drill down menus can substitute the efficiency and satisfaction of two people talking one-on-one.
  • Kiosks without humans have had woeful success on the retail sales floor.

5. Can retailers afford Live Expert?

  • A store that is open 80 hours/week and pays it's associates $10/hour spends $50,000/year to staff a department. Experts who are available only on demand can achieve the same coverage at a small fraction of this cost but provide far greater expertise.
  • Supplementing store staff with Live Expert stations can reduce personnel down time and provide better coverage during peak traffic periods.
  • The ability to sell higher ticket products by providing experts, as well as selling add-ons, services and extended warranty contracts, can be a significant opportunity for many retailers.
  • The "always available" nature of Live Expert can enhance customer service and build customer loyalty.

6. Why shouldn't customers have access to Live Experts through the retailer's web site?

  • Why not indeed! The customer just spent $500 on a product and brought it home, and now has questions. Why not go to the retailer's web site, request a live expert and get some help rather than having to go back to the store? We believe that this is the future of customer service on the web. Live Expert provides the foundation to make this happen.
  • Live Expert can take multi-channel retailing and relationship-based selling to a much higher level.

7. Should experts operate from a central location or can they be dispersed?

  • Each expert can be located anywhere with an Internet connection.
  • We believe that the success of a Live Expert program hinges on the performance of the experts and the quality of service. So, while work-from-home scenarios are possible, we recommend that an Expert Center be used for training and group learning.

8. What role should manufacturers take?

  • Let's face it - manufacturers often complain that store employees do not know enough about their products. Live Expert can allow individual manufacturers to provide their own experts from their own Expert Centers.
  • We are working with manufacturers and retailers that are co-sponsoring Live Expert implementations.

9. Has ClairVista done this before?

ClairVista has extensive experience developing, deploying and supporting sophisticated automated systems that operate remotely and are managed centrally. Most recently, we helped develop and deploy Redbox automated DVD rental machines for McDonalds. Redbox has installed 4500 of these machines at McDonalds and other retail locations over the past three years.

10. Does ClairVista have a patent for the Live Expert technology?

ClairVista has applied for patent protection for key components of the Live Expert system necessary to render a superior customer service solution.