Universal HD T-Vee
Posted By: Robin in Industry News | Universal Arches | Windows and tagged customer, e-commerce, hd, internet, online, support, vee24, web
E-mail and the internet have revolutionised the way in which we communicate, shop and interact with the world at large, but software and hardware developments are still pushing new boundaries. With this in mind, Universal Arches launched their ground breaking Universal LIVE facility in 2011, which is a complete new way of interacting with customers in real time.
While companies such as IKEA employ an animated virtual person called Ask Anna, to engage and support internet visitors, Universal’s new system developed by Vee24 goes one step further. This is evolution of e-business to vee-business, according to the developers. Video Engaging Enterprise (VEE) is fundamentally altering the way we search, navigate, present and transact information on the web.
Broadband speeds have increased over recent years and live streaming of video over the internet has become increasingly popular, thanks to the phenomena of YouTube. Video on demand through a computer is now a reality and you can already stream films through services such as LoveFilm, but now you can engage in a live 2-way HD video, over the information superhighway.
Universal Live allows visitors at www.universalarches.com to engage face to face and that makes for an impressive customer experience. Drawings can be shown or even amended in real time and one of the respected and experienced customer support team can even take you through the online ordering process step by step. It also adds a further dimension as an educational tool as both parties can make amends to existing orders over the internet via the video link, saving time and helping simplifying the process.
With VEE, web visitors can enjoy all the benefits of the traditional shop assistant, delivered through the convenience of a website, right at the time they need it most. For the customers of Universal Arches it’s like having a one- to one with one of their experienced staff. As the company has invested heavily in online shopping both with standard products and also more bespoke designs, this is a fundamentally important new tool.
Research by Jupiter Research has shown that 42% of 1,179 online consumers surveyed have left a site without purchasing multiple products because they couldn’t get a question answered about one of the products in their shopping basket. In addition, 41% decided not to make a planned purchase because they couldn’t readily find a piece of information about the product or service. These statics clearly show that customers often need help and assistance in the purchasing process.
Universal Arches are manufacturers of bespoke and shaped products and this requires experience at their end and the means to support customers. Having a 2-way, live conversation with one of their team has helped address ordering queries quicker and has built a stronger customer relationship.
The telephone-based call centres aren’t yet a thing of the past, but the harnessing of such video technology over the internet will be the way for the future. As the first company to embrace this technology in the glazing media, Universal are leading by example.
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