Our solution connects remote on-site staff and customers directly to your regional operations team, offering live technical advice and centralizing decision-making. This approach empowers management to maintain control, reducing failures and avoiding aborted transactions while eradicating a blame culture. Ultimately, it enhances the overall customer experience.

ENHANCE THE CUSTOMER EXPERIENCE

The next generation of SEKO Live includes a series of innovative features, designed to transform the customer delivery experience and protect the sale on a global scale.

EMBED CUSTOM WEB LINKS

So customers can access SEKO Live online and immediately be directed to the most relevant resource.

MERGE CALLS

So your control tower can instantly escalate and resolve issues to maintain a positive customer experience.

CUSTOMIZE TAGS AND EXPORT DATA

To retrieve archived footage and provide full visibility of the order journey.

CREATE A BRANDED INTERFACE

To help build trust and credibility with your customers.

KEY FEATURES

Equipped with the latest enhancements, SEKO Live can revolutionize the everyday operations of your business. Discover what else stands this technology apart. 

DIRECT ACCESS

Users can be directed straight to the relevant central resource to handle their request, either by entering a unique reference number into the app or clicking on the custom web link embedded into an order email.

INSTANT LIVE STREAMING

By live streaming from a smartphone to a laptop or any other smart device, users can provide central management with full visibility into a problem, so they can better advise on a solution.

CALL QUEUING

Incoming streams are queued, which allows multiple users to accept calls. Central teams are also grouped by user, and not limited by individuals or a restrictive group chat.

PROOF OF QUALITY

High quality video streaming and audio guarantees clear and precise communication when it’s needed most, and all footage is later archived within the app.

DATA TAGGING AND EXPORTING

Key data can be tagged to a specific customer or transaction, and later exported via API or file transfer to provide insight into the full order journey.

MULTI-LINGUAL

Conversations can be voice-based, or via instant two-way messenger which uses the Pro Text Translate tool, to convert each party’s text into their home language.

INTEGRATE SEKO LIVE INTO YOUR BUSINESS TODAY

To enhance the customer experience, we provide live technical assistance that ensures immediate support and guidance. This proactive approach not only helps resolve issues in real time but also plays a crucial role in protecting the sale by fostering customer satisfaction and confidence in our services.

GIVING TOTAL CONTROL BACK TO ROOM

Room provides high-end and high-value office products that require installation, with units going into luxury environments. The client therefore wanted to scale quickly and globally, while maintaining their exceptional reputation.

HOW SEKO LIVE MADE A DIFFERENCE

  • Assisted with technical installation and site issues
  • Ensured consistent service standards across global markets
  • Enabled an expedited service against genuine warranty claims
  • Helped to expand sales channels through self-installation support

WHO IS IT FOR?

Explore our example scenarios to discover how SEKO Live can transform your operations across all areas of logistics - from Ecommerce and Returns, to MedTec and White Glove.

EXAMPLE SCENARIO: WHITE GLOVE

ENSURING A SEAMLESS INSTALLATION
THROUGH ENHANCED 'ONE TOUCH' COMMUNICATION

THE PROBLEM

A technician is installing an expensive parcel cabinet, but they have a problem levelling the unit – resulting in the doors not closing correctly.

THE SOLUTION

With SEKO Live, in-field staff can:

  • Press a ‘one touch’ button for instant technical assistance
  • Share the problem through live video-streaming, photos, audio or messenger
  • Learn how to rectify the issue from
    a qualified expert, with just a simple alteration of a latch

THE RESULT

This empowers businesses to improve:

SUPPORT
Improve staff effectiveness and therefore overall customer satisfaction

SPEED
Find a solution quicker through a collaborative approach

SALES
Avoid creating further damage, and therefore the expense of a return

SUSTAINABILITY
Limit the carbon cost of a return or another callout

EXAMPLE SCENARIO: RETURNS

OPTIMIZING RETURNS PROCESSES
THROUGH CONSUMER GRADING

THE PROBLEM

A 3PL facility receives millions of ungraded returns, resulting in a mountain of parcels and unrealized capital. These returns are only sold once their value has depreciated to next to nothing - or worse, they are unsustainably disposed of.

THE SOLUTION

With SEKO Live, consumer can:

  • Click the web link in their order receipt, which automatically associates the transaction to their order or RMA number
  • Take a photo or video of the returned item to show marks, damage or a general overview of the product
  • Save and tag the footage in the app, before selecting a predefined condition and returns reason, e.g. ‘size issue’, ‘damaged on arrival’
  • All data, photos and videos are run through the app, which determines the action required for the RMA - before the parcel is returned. For example:
    - Known user, A condition = return direct to stock
    - Known user, B condition (labels missing) = send for re-processing
    - Damaged item = send to recycling or disposal facility
    - Overseas item = send to secondary sales market for stock disposition

THE RESULT

This empowers businesses to improve:

SUPPORT
Improve customer loyalty by giving them the opportunity to rate their returns

SPEED
Streamline returns channels - pushing A grade stock back into live stock locations faster, while directing secondary market stock straight to disposition partners

SALES
Decide the most cost-effective way of reclaiming profit, rather than allowing returns to collect in warehouses and depreciate

SUSTAINABILITY
Distribute damaged or redundant stock to nominated charities or sustainable disposal partners

EXAMPLE SCENARIO: MEDTEC

AVOIDING LIABILITY BY LOGGING
LASTING RECORDS OF EVERY JOB

THE PROBLEM

Medical demo products are delivered to a nominated room in a hospital. However, on collection of the same equipment, the pickup crew notice that there are several missing accessories.

THE SOLUTION

With SEKO Live, businesses can:

  • Enter a reference number
  • Pull up time-stamped PoQ footage that the team logged when the equipment was delivered
  • Export data to prove that they are not liable, since further investigation reveals that the demo sales team mistakenly added the accessories to their own bootstock

THE RESULT

This empowers businesses to improve:

SUPPORT
Use PoQ to immediately identify who is responsible

SPEED
Obtain information instantly through unique referencing system

SALES
Escape the expense of redistributing, refunding or replacing the order

SUSTAINABILITY
Approve operations while working remotely, to reduce the carbon cost of on-site assessments

ANY QUESTIONS, WE CAN HELP – HERE’S JUST A FEW WE RECEIVE REGULARLY

  • What locations do you serve?

    We empower you to scale into every core market, with 150+ offices and counting.

  • Can you ship what I need to ship?

    No matter how specialist or time-critical your request, we can handle it all.

  • How much will it cost me?

    No two shipments are the same, so inquire today for an exact quote.

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