Experticity, the Seattle based sales closing platform currently part of the MS Accelerator Program is, well, accelerating, in market traction and customer adoption. Experticity enables service businesses (retail, banking, other) to deliver live, on-screen sales-closing and support agents, to customers in-store, on-line and on-the-go (mobile). Imagine you are lost in a store, looking for help in say, plumbing. You touch a screen and it routes you to a live on-screen plumbing expert. You see and speak with the expert through live two-way video and audio. The expert pushes content to the screen, answer questions, closes the sale, and then moves on to the next customer wherever they are located. When you get home and have further questions, you can go back on-line and get the same live on-screen customer service in home through the retailer’s website.
Experticity’ sales closing platform, delivers live, multi-language front-line staff and content. Remote-based staff in one market or call center help overworked staff in another, load-balancing staff from anywhere to anywhere, across time zones. Boston or Birmingham home-based employees can serve in Atlanta one minute and in Anchorage the next, based on customer demand, delivering consistent, higher quality customer service and sales. As service businesses look for ways to improve deteriorating customer experience, increase sales and contain costs at the same time, Experticity offers a platform which delivers all three.
In the June’08 Chain Store Age Magazine, James Pelrine, Staple’s six-sigma black-belt and manager of process improvement reported dramatic results from their deployment. Video-Agent™, Staples’ trademarked term for Experticity, has reduced delivery of customer print jobs from seven days to less than 48 hours, with substantially reduced errors. Besides contributing to stronger store sales, the units are also lessening the impact of a severe labor shortage in the area. Pelrine states “Every retailer understands the difficulty of hiring, training, and replacing product specialists. With [Experticity], we can sell more specialized products and services and share those product specialists in real-time with other stores,” with a 6 month expected ROI.
With gas prices rising above $4/gallon, it now takes an average starting front line employee more than three hours of work simply to pay the full cost of driving to work. This will make staffing these front line jobs even more difficult. With Experticity, Enterprises can tap home-based and offshore workers to work the front lines reducing both labor cost and carbon emissions. Manufacturers, who are finding they can’t get the product support on retail front-lines that they need, are also embracing Experticity as a “virtual in-store demonstrator, with better coverage, customer experience and costs. For these reasons, enterprises are now embarking on Experticity pilots in almost every retail vertical. And interest and momentum is growing beyond retail, as airlines, banks and even industrial parts suppliers seek ways to deliver service, better, cheaper, faster.
With Experticity’s recent release of their “@Home” platform, it can now enable web-sites (think etailers, travel sites, health care, financial services sites) to more effectively close sales and offer support. According to D.L. Baron, President and CEO of Experticity “ The web is great tool for enabling transactions, but selling doesn’t begin till someone says no – everything else is simply taking the order. With cart-abandonment numbers of 50-90%, a lot of people are saying no. And while click-to call and click-to chat solutions are better than nothing, it’s like a blind person talking to a blind person. There is no nuance or context, which is critical to effective selling. Experticity is to chat as high-def TV is to telegrams. Once you have experienced Experticity, chat seems hopelessly archaic”. Experticity has delivered major sales increases, improvements in customer satisfaction and cost reductions. Expect to see Experticity coming to a store, web-site and/or factory floor near you.
Company Facts:
Management Team - DL Baron CEO, Matt Scoble - VP of Business Development
Location - Seattle, Washington
See more information at http://www.experticity.com
