A human touch holds significant value in the retail customer experience and is important to get right. When done well, a customer’s interaction with in-store staff can increase sales opportunities and drive loyalty. However, a poor interaction can result in the complete opposite. Recently, technology adoption in retail has increased, with 88 percent of senior retail leaders feeling digital transformation is critically important. However, a human touch still remains valuable.
According to Statista, 86 percent of consumers stated that it was important or very important to them that they could contact a real person when communicating with a business. While technology is important to increase efficiency and drive cost savings, its use on the shop floor should be focused towards enhancing human interactions between in-store staff and visitors.
From enabling associates to seamlessly serve customers and conduct transactions from any part of a store to providing real-time inventory visibility, technology can ease the burden on in-store associates while helping them deliver high-quality experiences.
The Role of AI in Empowering Shop Floor Staff
Whether providing personalized recommendations or offering individual loyalty discounts, it can be time consuming for shop floor staff to complete each of these seamlessly without the help of technology. Artificial intelligence algorithms can help staff streamline their efforts related to a number of retail elements such as personalization, pricing and inventory.
By analyzing customer purchase history, browsing behavior, and preferences stored in a CRM tool, AI can identify shopping patterns and trends. Based on the analysis, AI can then provide tailored product recommendations and promotions for individual customers. With just a tap of a button, in-store staff can access valuable information provided by AI-powered CRM tools. This allows them to personalize each interaction with customers seamlessly.
Additionally, AI-powered solutions can also adjust pricing in real time based on factors such as inventory levels, seasonal demand, and competitor pricing changes. This can significantly reduce the time associates spend manually analyzing data every time they interact with a shopper. As a result, shop floor staff can seamlessly deliver the kind of experience shoppers demand.
Easing the Burden With Mobile POS
Today, innovative mobile point-of-sale (POS) solutions can help staff swiftly process in-store transactions from any part of the store. Associates can complete checkout, check inventory availability, and seamlessly facilitate omnichannel offerings such as buy online, pick up in-store (BOPIS) using their mobile POS systems.
The flexibility and mobility provided by mobile POS software enable store associates to move freely around the store, assisting customers on the sales floor, in fitting rooms, or even at special outdoor events. As a result, staff can quickly address customer needs and boost satisfaction. Mobile POS can also create increased opportunities for upselling and cross-selling additional items for staff while interacting with customers. Associates can easily access product information, promotions, and loyalty program details to drive additional sales and increase average transaction value.
Ultimately, the burden on staff to deliver top-tier customer service, streamline operations, and drive sales can be eased by providing them with the flexibility, mobility and efficiency of mobile technology. Meanwhile, retailers with busy stores can leverage RFID technology to empower their staff to deliver exceptional customer experiences.
How RFID Helps Staff Add Value to the Customer Experience
There’s no denying that RFID plays a critical role in the retail supply chain. However, advancements in the technology have also brought it to retail shop floors. The technology helps staff track in-store inventory, locate items, and, as a result of faster service, improve customer experiences. When it comes to enabling staff to add more value to the customer shopping experience, they must be provided with technology that can free them from day-to-day repetitive tasks. This is where RFID-powered self-checkout systems can also come into play.
RFID-powered self-checkout systems can automatically scan all items placed in the checkout basket within a few seconds, eliminating the need for retail staff to manually scan products and complete checkout transactions for customers. This provides retail staff with more time to provide valuable customer service. Associates can meet and greet shoppers with personalized conversations, help them locate items in-store, answer queries related to stock, and offer product recommendations, creating a top-tier shopping experience for customers.
Additionally, with reduced checkout duration and streamlined processes, an increased number of transactions can be completed during operating hours without putting any extra pressure on staff.
The Key to Standing Out
While tech advancements are critical to helping retailers cater to evolving customer needs, the value of a human touch cannot be overlooked. Retailers that can empower their staff to add high value to the customer shopping experience can differentiate themselves and significantly drive loyalty.
Amber Hovious is vice president of marketing and partnerships at Teamwork Commerce, a leading omnichannel solution provider.
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