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Alex is a 42 year old IT professional based out of Redwood City, California. He lives with his wife and two children Smith and Paula. His children are 9 and 6 years old. Alex lives in an apartment which is close to the city center. His working hour starts from 8:00 AM, and he leaves for his office by 5:30 PM. The family members keep themselves busy with their daily routine during the week days. In the weekends, they enjoy with each other by watching movies, playing games and many other leisure activities. Since March 2020, the Covid pandemic hit world, all these scenarios have changed rapidly for all the family members. Alex and Jenny have started working from home and their children had to attend the online classes. Suddenly, all the family members have started spending time with each other inside the home only. Slowly and steadily Alex has discovered that he has a lot of spare time to nourish his other hobbies. All of these were not possible for Alex to pursue due to the daily work schedule in pre-covid time. Alex is very fond of doing interior decorations and before coming to the IT industry he used to do it for his own room but as the family expanded, he does not get any more time to do it. On the contrary, Alex has a much bigger space where he can work on his home improvement ideas. Alex thinks of it very seriously and decides to creating a small breakout area in his living room. After deciding to build a cozy corner for his leaving room, Alex is not sure whether he should do it by his own or consult with an expert interior decorator. After a thought, he decides to consult with an expert and do the job [by them only as he has not practiced his skills for a long.He spoke to his wife for ideas, and she also agreed that Alex should go for an expert consultation as that would ensure the quality of work and save time as well.Both of them started their initial research in google and found quite a few numbers of consultants who could help them to get the job done. They have started calling the consultants. But the service change of these companies are way to high which Alex could not afford at that time. The overall expense of the project has started going out of budget for Alex and Jenny. Alex became very sad after realising that appointing a professional is impossible for them. While doing the research in web, Alex saw that Ikea has an exhaustive collection of home improvement elements which is quite reasonable in term of price as well. The only thing that Alex is to do is that he has to make his choices and ask the person from Ikea to install the same at his place. But the installation charge is reasonable high too. But there is an interesting option available in Ikea’s website called, for all products, ‘Do-It-Yourself’ or ‘DIY’. Alex felt very inquisitive about it as this section describes how to do each step of home renovation which could be one by the users by following the guidance provided by the live assistant in Ikea’s virtual store. Alex became very excited and started exploring this option immediately! Ikea ‘Do-it-yourself’ for home improvement category provides a wide range of services from choosing a product according to the user’s need, purchasing it and installation of the same at the desired place. It also helps the customer to reach the customer care service for any sort of post purchase problems. It is a very user-friendly system which has an immersive AR VR system where user can experience each and every part of each of the products. The system helps the users to solve the basic technical problems from the comfort of home and without support of any other person. And the entire service comes as free to the registered Ikea customers''''. Customers are delighted to have such rich virtual experience which lift the customers satisfaction to another level!This facility could be accessed from Ikea’s metaverse world or any mobile/tablet applications as well.The users have always have choice to go for other options to get the support from Ikea’s customer care executives as well.Once entered into the virtual world of Ikea, Alex gets access to the entire range of products available inside the virtual store. The system first ask Alex to go towards the part of the living which he is planning to renovate. Once the place is identified, the virtual measuring scale helps Alex to measure the areas available as backdrop wall and the spots identified for other furnitures Alex wants to place as the part of decoration. After all the measurements are done, Ikea’s virtual agent starts offering choices of furniture and decorative elements as per Alex’s choice and Alex could see the place by placing the furniture, put colours in the wall and place different tiles/carpets on the floor to get the actual view.He can keep each element in his wishlist. All data related to each of the articles e.g. price, dimension, technical details, are available immediately inside the virtual shop. Alex picks a number of elements as per his requirement and purchases those items paying at the virtual payment counter of the shop.Once the purchase is complete, Alex gets a confirmation message in his mailbox and phone. The payment receipt confirms the purchase details along with the delivery dates. The entire shopping experience is quite exciting to Alex as he could see the items in his living room which give him a true sense of his upcoming face lift of his living room. He could not wait anymore to get the items and decorate the room by his own. Now he is very confident about doing everything by himself as each and every product of Ikea is supported by a ‘Do-it-yourself’ feature provided through their own virtual contact center. Features of Future Contact Center in Pre Purchase and Purchase phase - 1. Gathers finer details of customer requirement (e.g. measurement, colour, purpose etc.) 2.Provides an extensive product range to choose from 3.Customer can pick and choose each product according to the requirement 4.All product is supported with DIY service in post purchase installation and usage phase Alex and his family are very excited as all the products are delivered as the schedule. All the furniture look excellent and ready to be assembled. Each of them has the product manual inside. Ikea provides installation videos for each product along with the printed user manual inside the package. The steps seem to be easy to Alex as he is already interested in interior decoration. Alex starts the exercise by following the printed user manual available inside the packaging. But very soon he realised that the task may not complete properly just by reading the manual. He needs some visual guide too. He then opened the product page in Ikea’s website and started watching the user manual video. But the problem occurred here is that Alex needs to pause the video repeatedly to perform any particular step as the video does not provide ample amount of time to complete a step. So the actual task and the video are never synchronised. He called the customer support of Ikea. Customer support assured Alex to provide proper help and guidance. They offered two choices to Alex as other two options (printed user manual and video of the installation process) were already tried by him. 1. Paid installation service 2. DIY service provided at the virtual world of Ikea DIY could be accessed through any devices or by using the VR glass as well. Alex chooses the second option i.e. DIY service at the virtual world of Ikea as it seems more exciting and there is sense of self accomplishment too. Alex enters the virtual world of Ikea to avail the DIY service.He enters is customer ID for validation. The system introduces Kelly, the virtual agent to Alex and ask for the product he wants the help.After knowing the exact requirement, Kelly ask Alex to go near the product so that both Kelly and Alex could see it properly. Then Kelly starts the virtual installation guidance. It provides a step by step instructions with visual guides. The most important part of this journey is that it is at per Alex speed of completion of the work. During the journey Kelly answers all questions asked by Alex which make Alex more comfortable and helps the exercise smooth and seamless.Kelly also informed Alex that DIY services could be availed for almost all sorts of tasks e.g. wall painting, electrical equipment installation, flooring, and many more.Alex could come back to her any time as per his convenience. Alex and his family are very happy and delighted to get a brand-new living room where they could enjoy their family time.Alex is more excited with the DIY service provided by IKEA as this home renovation project done by him all alone makes Alex proud and accomplished. It boosts the confidence level of Alex and the entire family is praising Alex for doing such a wonderful job. He sent a thank you note to Ikea for providing such an excellent service! The management of Ikea is equally happy to take their customer experience to the next level. The virtual DIY service has not only increased the customer happiness quotient but it has also helped improve the sales number significantly. The company revenue has increased mentionably. Now the service agents could attend more customer calls as the DIY service helped to reduce the calls related to product installations.