Ask the Expert

The Ask the Expert service has been created to support the owner/managers of small companies through the learning and changes they face if they wish to retain and win business from corporate customers and public sector organisations.

Ask the Expert is based on existing computer messaging technology available via the web to every PC user.

Smaller companies have traditionally been strongest in getting things done quickly, responding to customers and being able to work flexibly with their suppliers. The increased pace, reach and transparency of e-business gives small companies significant advantages, but it also brings the need for a different, more ICT-based approach to managing, particularly in these areas.

Ask the Expert supports the owner/managers of small businesses by giving them instant access to experts in a range of fields, from HR to finance, from IT to business planning, from trademarks to export regulations.

 How does it work?

The small business owner/manager accesses Ask the Expert from his computer by logging onto a website and typing in an Ask the Expert dialogue box. This might be on a dedicated site or on any business support sites which have agreed to take the service.

Level 1 is the primary access point for all first calls. This is manned by a business advice coordinator who will be able to answer some questions but will also be able to help to put labels on those they cannot answer, to pass them on to an expert.

Level 2 is the expert - a specialist from a 'pool' who are shown as online at any time and available to be brought into the 'conversation'. The business advice coordinator invites the expert into the messaging link with the owner / manager and monitors the exchange of information. At its conclusion, the text record is saved for analysis.

Any further consultancy or professional advice that might arise from this exchange with the expert is left to the individuals concerned to negotiate. This may be as part of a business support or membership support service or purely commercial, depending on the route taken into Ask the Expert.

All Level 1 and Level 2 'calls' will be made via typewritten messages within the standard messaging service. The main point about these standard messaging services are that they appear every time the user turns on their computer (they do not have to reach for a phone, or look up a web site), and they gain instant access to a real person, and have an interactive conversation with that person.

 Demonstration

Here are two examples of the Ask the Expert system

Example 1 - "I'm trying to use formulas in Excell spreadsheet and need help."

Example 2 - "What is the best way to get on the Internet?"

Contact us to find out more about how this service could help you provide support for your customers or members.