The online funeral bureau now offers their customers the ability to meet an advisor in a a virtual meeting for assistance in planning and ordering funerals.
Web-based health centers like Kry.se and ”my doctor” makes it possible for patients to meet a doctor using video services. Funera is now following in their footsteps. Since 2013 Funera provides funeral services online and are now following the example by launching LiveShops live streaming video service.
This means that customers can seek an advisor for assistance in planning and ordering the funeral in a virtual meeting online.
”Many customers appreciate the personal meeting, but also to be able to sit at home when they order funerals. With LiveShops video service, we are actually not only the first funeral bureau in Sweden but also one of the first in the world to offer a personal meeting remotely when planning funerals, says Dennis Jillvert, CEO at Funera.”
When the customer has booked an appointment for advice via video service, they receive a link that is used to log in and the only thing needed is a computer with Internet access. A webcam is not necessary because it is only the customer who sees the adviser and not vice versa. The advisor can also display different options via an interactive screen, for example, funeral flowers and coffins directly to the customer.
LiveShop are proud presenters of Funeras interactive video solution. By launching Funera-LiveShop we provide game changing opportunities that will change the future of funeral services online. This i LiveShop at it’s best, -changing the way we communicate!
Months of preparation, development and testing has finaly led us to the position where we are today.
The next generation of LiveShop is about to see the light of day.
Ever since LiveShop was first launched four years ago, the video standard has had its base in Adobe Flash. As we all know Flash is a dying multimedia and software platform frequently used to display interactive multimedia on the web. Although LiveShop on the Flash platform gave LiveShop customers a high quality interactive video meeting, the technical obstacles made the call cumbersome to setup.
We at Intaktus were confident that we could further improve the quality of the calls and reduce the number of thresholds for the customer connecting to a LiveShop call. In a cooperation with PTS (Swedish Posts and Telecom Agency) who also believes in making the personal meeting via the Internet available to as many people as possible, we have been working to upgrade our existing service and accelerate the release of LiveShop Access 1.0.
LiveShop Access 1.0 runs in standard web browsers using HTML5 and webRTC (Web Real Time Communication). WebRTC is an open source video codec developed by Google. Although Google is the creators of this new standard, Microsoft recently announced they will develop support for webRTC in the coming version called Object RTC. The ORTC initiative is a project supported by Hook Flash, Microsoft, Google and others and will be integrated in Microsoft’s upcoming web browser, Microsoft Edge. This confirms webRTC as the future of streaming video.
The backend in LiveShop has also seen some adjustments and is now both more secure and more powerful.
LiveShop Access 1.0 contains the same appreciated functionality as before but with numerous upgrades and enhancements. Flash has numerous limitations that WebRTC addresses. LiveShop Access 1.0 gives you better picture and sound quality, support for mobile devices, faster processing of graphical objects and compatibility for modern business applications to name a few.
Access 1.0 is only the beginning, but a sure start and the future of the personal meeting online.
/The LiveShop Crew
During the month of June we started the project Eon-LiveShop: 100Koll installation. Eon is a major European electricity supplier and for a few of years Eon has delivered the service 100Koll. 100Koll is an advantageous electricity subscription that is delivered to customers along with a set of technical measuring equipment. The equipment makes it possible for customers to monitor their energy consumption and the ability to control technical equipment in their homes. Via the 100Koll app, that is simply downloaded to the customers mobile phone, customers can monitor the heat, put on the coffee machine or switch on or off lights in their homes.
However, customers have found installation of the technical equipment to be a threshold. The installation has some technical prerequisites and certain technical knowledge is required to install the apparatus. Silentium, a callcenter in Stockholm who specializes in this type of installations have helped Eons customers to install 100Koll over the phone, and in order to streamline the installation process, we initiated the project: EON-LiveShop: 100Koll installation.
Tobias Tillberg, team leader at Silentium and responsible for the agents who worked with the installation of 100Koll:
If I may start by comparing the LiveShop with phone support it is so much easier for customers to understand what to do when we have the opportunity to show pictures. There are many benefits with LiveShop but the ability to visualize support flows is the single biggest factor to why we save the time in installations. With LiveShop as a tool for technical support, we feel we get a completely different relationship to customers when they can both see and hear us. To be able to show us in video creates confidence and that is very important, -and also enjoyable of course.
Tell us more about customer contact.
As I said, the customer contact is boosted when we are presented visually. When the customer can see the face of the person behind the station, we are experiencing a significant difference, -we experience a flow in the LiveShop-calls that we don’t feel in regular telephone support. We feel it goes alot quicker to build confidence when we show ourselves in the video. And trust is everything, in support as well as sales.
The ability to display images also contributes to the enhanced customer contact. The pictures make it easier to understand the installation flow, thus increasing the customers’ self-confidence when they feel they understand the different stages during the installation. It’s a big difference there!
If I were to rate the extent to which we managed to help our customers in this project, I would say 5 out of 5. Absolutely, we have been able to assist our customers in the highest degree.
Would you recommend other companies to try LiveShop for support and sales?
When it comes to support, 5 of 5 again. Our focus in this project has been on support but at the end of all support calls, we have offered the customer to upgrade their agreements the support revolved around, and it has worked well. For outgoing calls, that we have done, I imagine sales will be a bit tedious. Given that we in this case first must call the customer, then ask to send out a link, there may be a threshold in the sales process. In those cases, when the customer already has an interest in the product, and on own initiative clicks into a LiveShop-call, LiveShop will accelerate the call time and increase customer pleasure.
You have been the team leader for the agents at the stations, but also worked as an agent. How do you Experience LiveShop from an agent perspective?
Regarding the functionality of LiveShop, I think it works well. The swipe/pinch functionality and the graphical content of the stations is pedagogically structured, an agent can easily learn how it works. I have only good things to say.
The only thing I can wish for is a function to enlarge the chat-box for the agent, and when it comes to support, it would be good to always see the client in the image to then be able to see the customer’s technical equipment and quickly pinpoint the issue. But if the customer doesn’t want to use the camera, its not much we can do about that.
Live Shop is very easy to learn and master. We have had some agents, who felt anxiety about sitting at a PRO station, but a few attempts proved this concern to be unfounded, LiveShop is very simple. It’s really just about learning where to find the graphical content in the agent view, once you’ve learned that you can begin communicating through the images.
It is the graphical content and eye contact that makes LiveShop a winning concept.
Months of work has finally led us to the point when we are just about to go live. Seven new agents from our Stockholm partner Silentium have just finished two days of training and are now ready to face the customers of one of Swedens bigest energy companies.
When talking with the agents about LiveShop, the response has been very positive. From an agents perspective, the technology is very simple to use and in comparison to traditional phone calls LiveShop can halve the time when it comes to support. Access to visualizations in the form of photographs and technical drawings making support cases quite simple.
During summer and fall the new agents will be answering support errands from four different stations, two GO-stations (two stationary computers with LiveShop software and webb-camera) and two PRO-stations (fullstack hardware with touch surface and special camera). The first calls have already been answered and the result so far speaks for itself! There is nothing stronger than the personal meeting and LiveShop proves that this is a fact!
Twice a year, the Swedish PTS organizes the “innovation competition”. Companies and other organizations apply for funding of services, products and/or studies in electronic communications.
The PTS contest ” Innovation for All” has the objective to develop solutions that contribute to increasing
opportunities to exploit digitization opportunities, regardless of the users ability to function. The winning projects are awarded financing of up to 1.7 million each. An important requirement by PTS is that people from the target
groups are involved in user testing during the project implementation.
In the “innovation competition of 2014” Intaktus, with the LiveShop solution, stands as one of the 15 winners!
We are growing our organization and are very happy to welcome Martin Nilsson and David Leander.
With every new employee Intaktus has a teambuilding program where we go through our company values and try get through the challenges a new group faces as fast and smooth as possible.
We had a great day together, many thanks to all participants and especially to Erik Brandberg from Gullspång Invest who moderated the event.
Vi letar efter dig som är grym på att leda projekt!
Vi letar efter en KAM/projektledare som kan hjälpa oss i vårt mål att möjliggöra det personliga kundmötet online för våra kunder.
Rollen är central och kommer att vara en av nyckelrollerna i Intaktus organisation med uppgifter som att kvalitetssäkra våra leveranser till våra kunder och att LiveShop blir framgångsrikt hos våra kunder.
I rollen som KAM/Projektledare på Intaktus ingår bl.a. att:
-säkerställa att vi långsiktigt utvecklar våra kund- och partnerrelationer samt att LiveShop skapar verkligt värde för våra kunder.
-Ansvara för att för att driva LiveShop-implementationer för kunder från start till installation & leverans.
I takt med att vi växer ser vi att ditt ansvar kommer att utökas mot ett större ansvar i uppbyggnaden av vår KAM- och projektledarorganisation.
Dina egenskaper: Du är affärsintresserad, strukturerad och har förmåga att samordna många aktiviteter och aktörer. Du är driven, ansvarsfull och kan fatta beslut. Du är lätt att samarbeta med och kan arbeta både självständigt såväl som i grupp. Du är resultat- och målorienterad samt van att arbeta mot deadlines. Du är prestigelös, trygg och vågar utmana och ifrågasätta etablerade teknologier. Du är positiv och en god lyssnare som gärna delar med dig av dina kunskaper och erfarenheter.
Du brinner genuint för kraften i det personliga mötet samt har ett stort intresse för den digitala utvecklingen och affären.
Du har ett stort hjärta och mycket humor.
Vi tror att du har minst 5 års erfarenhet av att driva stora projekt med inslag av ny media och teknik, gärna i affärsnära och kundupplevelseinriktade digitala projekt för ledande svenska eller utländska företag.
Du är van att kommunicera med och koordinera flertalet projektmedlemmar, bygga relationer på många nivåer hos dina kunder och att förankra dina projekt och förslag i kundens affär.
Vi tror att du har en relevant högskoleutbildning eller motsvarande.
Mycket god engelska i såväl tal som skrift är ett krav då vi agerar på en internationell marknad.
Vad kan Intaktus AB erbjuda dig?
Vi erbjuder dig en unik möjlighet att få vara med på resan att utveckla Intaktus och LiveShop till att bli det naturliga valet när man pratar om möten online.
Du kommer att ha en nyckelroll i en resa där vi tillsammans driver utvecklingen och innovationen kring hur kundupplevelsen online kommer att se ut i framtiden.
I rollen kommer du att få ett stort ansvar gentemot våra kunder och partners i Sverige såväl som internationellt och du kommer i takt med att vi växer få möjligheten att utvecklas på ett större plan kring uppbyggnaden av vår framtida KAM- och projektledarorganisation.
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Gartner published their report on trends in customer service, read the article here
The report shows that more customer support is carried out by using connected devices.
Gartner predicts that 100 out of the top 500 companies in the world has changed their Customer Service to Video.
Read more here on how Liveshop can enhance your customer service online.
Swedish news magazine DN published an interesting article about the trends in e-commerce, see article
The article highlights the challenge people have online and that many online sessions are canceled before reaching the goal.
We see the need for a better service online especially when the product or service offered is a bit more complex, read more about how Liveshop can help here