News

Staples expands video-assist program

July 14, 2008

SEATTLE — Experticity, provider of video-assisted customer support solutions, announced that Staples Business Depot, Canada's largest supplier of business supplies, has signed an agreement to roll out the "Video Agent" customer service stations to 34 stores across Alberta, Canada. Customers can walk up to a Video Agent station and engage in a live, two-way video conversation with a highly trained sales associate who uses the interactive Experticity platform to push content from the Internet to consumers or place orders for customized business supplies.

The agreement follows a comprehensive pilot evaluation in which Staples Business Depot rigorously tested the Video Agent concept, using it both as a vehicle to help shoppers get answers as well as a new resource for small business customers to create business materials.

"Shoppers have more options than ever and are unwilling to wait around to find a knowledgeable sales associate to answer their question," said James Pelrine, manager of process improvement for Staples Business Depot. "The response to Video Agent over the past two years has been overwhelmingly positive. People love the convenience of a standalone station where they can talk to real people and get great customer service. In addition, we have determined that Video Agent not only improves our customer service levels but also contributes to our bottom line."

The Video Agent is a self-standing unit that includes a Web camera, microphone, a scanner and a customized user-interface that enables shoppers and sales agents to engage in real-time conversation via high quality video. Staples Business Depot has staffed a call center in Toronto with six highly experienced sales associates who can be routed to any of the 34 stores in an on-demand fashion.