AT&T uses telepresence to enhance the SMB's retail service experience

SMBs may be the most diverse market in terms of service needs, but AT&T (NYSE: T) believes that by enabling them to engage with expert consultants on their wireless and wireline needs they'll be able to get the right solution to fit their unique needs.

To enhance how it engages with SMB customers, AT&T is trialing high-definition telepresence videoconferencing kiosks in six retail stores: three in its Northern California and three in its Chicago markets.

At these kiosks, an SMB customer could conduct a face-to-face meeting with an off-site consultant that can provide either technical support or purchasing recommendations about either AT&T wireless or wireline products, in addition to crafting a bundle that fits that particular business' needs.

Although SMBs do go to AT&T's retail stores to purchase services, many of these locations typically cater more to the residential consumer.

"Our research has shown that a majority of small business owners frequently visit our retail stores--most having visited within the last three months--and that their needs are different than those of consumers," said Cathy Martine, executive vice president, AT&T Small Business Solutions. "Small businesses have told us they want the ability to shop for and purchase both AT&T wireless and wired services to help their businesses innovate and grow."

Of course, the kiosks are just one step AT&T is taking to enhance the SMB's experience at its retail stores. The service provider has also launched a nationwide "Small Business Certification" training program for its retail store associates. Through this training, AT&T's retail associates will be able to better craft solutions for potential new and existing SMB customers that come into its retail locations.   

For more:
- see the release

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