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Online Store Appearance:
The TechnoScout online store has has innovative products on the cutting edge of technology. TechnoScout has a busy site.
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You may search for any items from TechnoScout using the convenient search box.
Store Popularity:
While TechnoScout is not well known it is fast becoming very popular with ShopRMall.com shoppers.
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ShopRMall.com recommends TechnoScout to our customers..
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firstSTREET accepts American Express, Discover, MasterCard, and Visa.
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Shopper Rating: 8.9
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ShopRMall.com Shopper Reviews for firstSTREET
I received the items I ordered in a timely manner, but when I returned part of the order, TechnoScout did not acknowledge receipt of the returned item, and 45 days later has not credited my account. Customer service line rings busy at all hours. - Cat
Not happy.They were out of stock on item. I was never told. Fifteen days later when I called, was told it was back ordered and just shipped. Shipping was $17.00 for USPost office surfce mail on a 1 pound item. One day after I got item I saw it advertised in a local store for $30.00 less. - hujh
I normally purchase from Sharper Image, but Technoscout is very interesting. - Martin
TechnoScout.com, where the World of Technology is at your fingertips! Discover new products that will make your life easier.
TechnoScout.com Ups Customer Close Rates 300% with Lipstream
The Players
TechnoScout.com - online consumer technology marketplace; Lipstream Networks, Inc - Internet voice service provider for eBusiness.
The Bottom Line
TechnoScout.com has realized the following benefits as a result of its implementation of Lipstream's Live Voice solution: Improved customer close rates by more than 300 percent, shortened customer contact time by 50 percent to drive revenue through abbreviated user sessions, helped secure a repeat customer pool of more than 50 percent, customer ability to speak to a knowledgeable service representative to get the whole story on a product before they commit to a purchase
List Key Technologies
Lipstream's Live Voice service was invoked with just 20 lines of HTML in Web pages residing on TechnoScout.com's existing Web servers. The Live Voice component was customized to enable TechnoScout.com customers to be able to access Live Voice off the TechnoScout.com home page in two ways one directly via the 'Click to Talk' button, the second through TechnoScout's NewChannel service. This service allows a TechnoScout.com customer service representative to push an instruction page to the site visitor, giving them the option to launch Live Voice and engage in a real time conversation with a customer service representative.
How It Happened
TechnoScout, one of the largest catalogue-only direct marketers of consumer technology products in the U.S., realized early on the necessity of moving its catalogue business to the Internet and maintaining superlative customer service, both online and offline in order to grow its business in the new economy. With the advent of each new customer relationship management (CRM) tool, most recently Voice over Internet Protocol (VoIP), TechnoScout has taken the leap to test and adopt these new technologies in its desire to remain one of the most consumer-centric etail destinations on the Internet.
Through its print catalogue and Internet marketplace, TechnoScout has been pioneering innovative ways to reinvent the world of direct response marketing. The company's winning formula has allowed it to showcase state-of-the-art technology products and gadgets to 200 million consumers every month. The company's Web site was launched in 1995 to meet a company mandate of adopting cutting-edge technologies to better interact with customers. Through the use of 24-hour online customer service; virtual tour guides; and the recent inclusion of VoIP in its call centers, TechnoScout.com has created a universe where the customer is king. Using technology to sell technology, TechnoScout.com has become better able to reach its 1.5 million online customers, boost sales and increase overall customer satisfaction.
Direct marketing to consumers is our core business, and to make that successful we needed to develop new ways to improve the online buying experience, said Chuck Anton, Founder and CEO of TechnoScout. We began researching new and unique ways to expand our present customer service offerings and discovered that the next logical step was integration of live voice into our online marketplace. We wanted our online shopping experience to be as close to the real thing as possible.
TechnoScout evaluated several VoIP offerings and even tried one of the many they considered. Having first adopted a different VoIP solution, TechnoScout quickly realized it needed a higher quality solution that could more directly meet customer needs and handle the extreme demands of a high-traffic Web site. Enter Lipstream Networks. Lipstream's Live Voice solution had all the specifications TechnoScout needed, including scalability to meet huge usage demands and an open architecture for easy integration.
Lipstream's Live Voice service was implemented on the TechnoScout.com Web site to respond to customer queries as well as proactively engage consumers in online conversations. The Click to Talk feature allows consumers to automatically place a call to the TechnoScout.com call center by clicking a button on the Web site. In order to proactively reach out to consumers, TechnoScout.com is also using Lipstream's service as part of the site's innovative NewChannel service. This service allows a TechnoScout.com customer service representative to push an instruction page to the site visitor, giving them the option to launch Live Voice and engage in a real time conversation with a customer service representative. This innovative feature enables customer service representatives to assist and often up-sell customers with related products or services in real time, over the Internet.
Lipstream's Live Voice technology was well received by both employees and consumers. The integration of voice into the TechnoScout.com customer call center saw the customer close rate skyrocket by 300 percent. The instant response delivered by Live Voice decreased user time by 50 percent, thereby allowing TechnoScout.com customer contact representatives to drive revenue through abbreviated user sessions. TechnoScout's pool of 60 representatives were quick to adopt the new technology and found they were deluged with thousands of positive comments from customers about high voice quality and download simplicity of the new Live Voice service. Customers are now able to speak to a knowledgeable service representative to get the whole story on a product before they commit to a purchase. Representatives are now also able to up-sell customers with related products or services in real time over the Internet. Full customer service online lays the foundation for direct marketing after the sale through e-mail promotions and offers, customized print brochures, and personalized follow-up calls.
Our vision is to acquire customers; effectively scale our customer fulfillment platform; and have cutting edge tools on the backend to support high-end customer service, said Anton. Lipstream's Live Voice solution supports this vision. The best part, however, is Live Voice acting as a footprint of a regular phone call a very intimate form of communicating which helps us to create the most comfortable online customer experience.
