Picture a busy store filled with consumers. You want to buy something but can’t find it. You have a question. You look around. There are no team members in sight. You’ll have to join a queue or search for someone to help. It’s frustrating, right?
From Amazon to your local grocery store, customer experience has become one of the biggest priorities for retailers who are constantly trying to innovate their way to a better customer journey and, in turn, increase brand loyalty. While many retailers focus on in-store design, product offerings, and loyalty programs, another piece of tech often overlooked when reinventing the customer experience is the retail headset.
When used well, these devices can make the shopping experience more efficient, more personal, and more fun. So, let’s look at seven ways headsets are transforming retail today: from making associates more mobile and allowing them to multitask to making the buy-online and pick-up in-store process run smoother.
Enhanced Employee Mobility and Assistance:
Typically, team members are expected to stay put in their departments, often behind counters or only at specific service desks. This can create a frustrating experience for customers who need assistance but can’t find a nearby associate.
Headsets transform this approach by freeing employees from the constraints of a fixed location. Equipped with headsets, sales associates can move freely throughout the store, responding to customer inquiries in real-time: Looking for that product? Need help with a purchase? Have a question about an item? Headsets enable team members to be there for customers when they need them.
Streamlining BOPIS (Buy Online, Pick-up In-Store) Processes:
BOPIS has changed the shopping experience, as people have the option to buy online and pick up in store. However, BOPIS is becoming a challenge for retailers, and helping shoppers with an efficient and smooth pick-up is the main problem. That’s why headsets are critical.
Headsets allow team members to receive real-time alerts when online orders are ready for pick-up. This helps them become aware of incoming orders and prepare to attend to customers when they arrive, cutting down wait times and improving customer satisfaction.
Faster Response Times and Reduced Wait Times:
Nothing irritates a customer more than long wait times, but headsets are ready to help. They allow store teams to communicate with each other directly, rather than having to speak with a customer and then go and find an answer. This cuts down on wait times and increases customer satisfaction. By using headsets to deliver better service, retailers are signaling that they care about their customers.
Enhanced Communication and Information Sharing:
Good customer service requires clear and informative communication. However, a lack of information in busy places such as retail environments can lead to delays and frustrations for everyone. Headsets are instrumental in resolving these issues.
Team members can be kitted out with headsets, which can be used to transmit information across retail teams. If there is a query about a product or an offer, employees can learn about it quickly. Suppose a customer asks about the availability of an item or wants an item checked at the back of the store. In that case, the customer service team member can communicate with the stock team, without leaving the customers’ side.
Elevating The Phone Experience for Customers:
Few things are more frustrating than calling a store and being unable to reach a live person. Unanswered phone calls can leave customers feeling neglected and dissatisfied. However, Headsets can help to address this issue by empowering team members to answer phone calls directly, regardless of where they are in the store. This ensures that customers can get the help they need promptly, improving their overall experience and demonstrating a commitment to exceptional service.
Creating a Personal Shopping Experience:
In today’s competitive retail landscape, offering personal experiences is essential to stand out. However, team members can’t access the information needed to provide tailored recommendations without the right tools.
Headsets can address this challenge. Headsets allow team members to answer customer questions without leaving their side. This enables them to provide bespoke recommendations and assistance, enhancing the customer experience and building loyalty.
Conclusion
Headsets are not just pieces of tech; they are tools for transforming the retail landscape – improving the efficiency of the retail floor, speeding up processes, improving communication, and providing a more personal service.
If you are a retailer wanting to improve your customer service, VoCoVo can help. Contact us now to learn more about how our headsets can transform your business.