Company: The Revenue Optimization Companies (T-ROC)
The Revenue Optimization Companies (T-ROC), a global provider of technology solutions for the retail market, launched VIBA, a contactless digital display designed to increase sales and customer engagement. The solution can be configured as a freestanding totem, according to Brett Beveridge, founder and chief executive officer of T-ROC. "VIBA is a contactless solution that connects customers with expert agents or with a bot named Valerie, think Siri or Alexa," Beveridge said. "VIBA stands for "Virtual Interactive Brand Ambassador."
Beveridge noted that when retailers configure VIBA as freestanding in-store display, a virtual bot or live sales agent can answer questions, offer advice, show them videos and even point them to products in the store. Retailers can also offer VIBA as a digital app that assists customers from the comfort of their homes and connected devices, he added.
VIBA is a zero-touch, contactless sales and customer service solution that is designed to solve problems while meeting social distancing guidelines. Using innovative VIBA technology, the solution integrates live agents with artificial intelligence (AI) and natural language processing (NLP) to create a consistent customer experience, Beveridge stated. A single virtual brand ambassador can simultaneously handle hundreds of different stores in local languages, and in overflow situations, it will direct the shopper to another available brand ambassador to ensure there are no delays, he added. "By maximizing in-store coverage and access to team members and minimizing wait times, VIBA increases sales and product loyalty," Beveridge said. "VIBA can also display key content, such as product videos, promotion, documentation, specs and use cases relevant to the customers' needs."
Customers can use QR codes on mobile devices to activate VIBA throughout a physical store, which Beveridge likened to having a personal concierge to accompany them at their own pace, providing always-on assistance and engagement as needed. He added that VIBA is a flexible tool that can be used anywhere with integrated technology on kiosks and mobile devices that provides an ideal shopping experience from home or on the go.
Beveridge pointed out that retailers and service providers can deploy VIBA in three different ways: with QR codes that enable engagements on smartphones and connected devices; via websites using video bot widgets to captivate online shoppers; and with self-service kiosks placed in indoor and outdoor environments that offer 120 different configuration options. "VIBA provides a new paradigm shift for connecting customers with live expert agents," Beveridge said. "Valerie can answer questions, demonstrate products, play videos, share product specs, discounts and display and print relevant paperwork." These interactions can be recorded for sales and training purposes.
VIBA gives retailers a competitive advantage by enabling retailers to give customers immediate answers about product and services, Beveridge noted. The company's website includes video demonstrations and opportunities to book a demo. VIBA has been shown to improve conversion rates, drive revenue, increase coverage, strengthen brand loyalty and improve customer satisfaction, while lowering costs and elevating productivity, he stated.
Known for its specialized approach to wireless and electronic technologies and software, T-ROC combines people-based services, applications, technology management, mystery shopping programs, market research and competitive insights related to the complex needs of assisted selling, Beveridge stated. Noting that T-ROC provides an array of managed services, from in-store sensors, robots and demos to IT systems, Beveridge said the company is helping leading retailers and Fortune 500 brands select, install, manage, monitor and maintain assets based on their specific needs.
"Today's retail shopping experience is different than even a few years ago," Beveridge said. "Having a partner who understands the entire lifecycle of traditional retail operations is essential for delivering a sustainable competitive advantage, for now and into the future."
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