Tesco Implements ClairVista’s Live Expert for Real-Time Expert Service
Chicago, IL – ClairVista announced today that Tesco, the world’s fourth largest retailer, has successfully deployed ClairVista’s Live Expert® system in the electronics departments of select Tesco Extra stores in the United Kingdom. With this technology, Tesco customers are able to use a kiosk touch screen to select a topic and instantly video conference with the most knowledgeable Tesco Tech Support agent available for that topic. Customers receive live, expert consultation as well as agent- directed content to supplement the interactive service experience.
“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.” Tesco is in the process of determining its complete rollout strategy for the Live Expert program.
“Live Expert solves a basic problem in retailing – how to cost effectively provide each customer with the expertise and personalized service that influence in-store purchase decisions,” said Chris Sang, CEO of ClairVista. “Centrally staffing experts, making them available on demand to customers at all stores, and systematically matching each customer with the most proficient advisor creates a very powerful and efficient service model.”
Live Expert is the most complete system available in the emerging videoconferencing CRM segment. Built for rapid deployment and flexible enterprise integration, it has a comprehensive application suite for efficiently managing every aspect of remote agent services and does not require proprietary hardware. Organizations can implement Live Expert in just days. Plus, ClairVista has embraced a price-leader strategy to accelerate adoption of its solution, provide rapid ROI to customers, and secure market leadership.
ClairVista develops advanced technology solutions for innovative retail and distribution businesses. ClairVista previously worked with McDonald’s Corporation to develop the Redbox Automated DVD rental business, which currently operates more than 10,000 self-service DVD rental machines in the United States. To learn more about Live Expert, visit www.clairvista.com.