Believe it or not, the majority of retail purchases occur in person - that is, the purchase requires the buyer to physically travel to the retail location to complete the transaction. Despite e-commerce and online shopping quickly gaining traction, the in-store retail experience isn’t dead. In fact, the rise in popularity of online retail has made in-person interactions that much more valuable to both the buyer and seller.
Now more than ever, buyers seek a seamless transition from the digital space (a company’s online store) to the physical space (the same company’s brick-and-mortar establishments) and vice versa. This consistency promotes brand loyalty and maximizes value for the individual.
Benefits of digital technology for telco retail stores
Rapid advancements in digital technology certainly give retailers more opportunities to interact with and sell to their customers online. However, far too many brands in the telecommunication space will overlook the potential value that exists within their physical store locations.
Telco companies that embrace digital technology by implementing virtual queuing software in their stores can ultimately improve the shopping experience for everyone involved. Especially useful in such a multifaceted industry, a virtual queuing system’s customized configurations optimize customer flow for all-around better customer interactions. Telco retail establishments can use virtual queuing capabilities to achieve the following:
Enhance the in-store experience for visitors
As a waiting patron, not knowing the reason for your wait is frustrating - especially when the store doesn’t seem particularly busy. One handy feature of digital customer flow management systems is the ability to message visitors while they wait to keep them updated on their place in line and offer them any additional services they may need. These supplemental capabilities may include matching them with the appropriate expert, queuing up their account information from a previous purchase or providing accessibility assistance. This level of personalization based on guests’ specific needs makes for a more enjoyable experience, increasing overall satisfaction and encouraging brand loyalty.
Give users control over their time
Another benefit of this software is that it offers its users more autonomy. Patrons can monitor their place in line in real time, giving them the freedom to complete other tasks in the interim or rearrange their personal schedules if necessary. They can do what they need to do while waiting without sacrificing the quality or timeliness of their service, which is a huge advantage for telco companies. Since they are not tethered to a physical line, customers can also shop while they wait, which often results in an increased basket size when it is time to check out.
Encourage engagement among employees
It may sound a bit privileged, but most customers want to feel taken care of before they even walk up to the front desk. Save your employees significant time and stress by proactively gathering important information before visitors arrive. With virtual queuing technology, staff members can prepare themselves with key details about service needs prior to an interaction so they can more efficiently serve the guest. With instant direct messaging capabilities, users can send and receive live status updates. This cuts down on service and wait times while creating a more productive environment for your employees.
Build brand loyalty and advance accessibility
When exploring ways to optimize the guest experience, understand that people want to feel catered to and they want to feel special. But most importantly, visitors want to be sure they’re receiving fair and adequate service that adds value to their lives. To provide this value, digital queue management systems push relevant advertisements to guests while they wait and tailor this content to the individual’s preferences and abilities. Customization and branding capabilities help deliver a consistent, seamless transition from website to queue to service. In addition, employees are informed in advance of any special needs and can accommodate accordingly. Businesses can also send a survey directly after a visit to identify and resolve issues quickly, which are key factors in improving customer retention.
Benefits of integrated appointments
Integrated appointments allow telco companies to gain control of their customer flow through intelligent scheduling software. As a result, service teams can:
- Elevate service quality by seamlessly managing calendars
- Engage customers by strategically converting interest into action
- Increase sales by leveraging crucial touchpoints
Also thanks to integrated appointments, visitors gain self-sufficiency and more control over their schedule. With this advanced feature, customers can:
- Promptly find and book appointments at their convenience
- Opt in to receive live updates and reminders via email or text
- Streamline service with fast and easy check-in
The above benefits of integrated appointments using digital technology can make crucial in-person interactions more enjoyable for everyone involved.
How to sreamline customer flow management
Although we exist in a digital age, enhancing the in-store experience is not a wasted effort. The brick-and-mortar experience is still worth investing in, especially for telco retail establishments. Particularly in tech spaces, patrons want personal time and attention from an expert who can adequately address their concerns. And because telco retailers offer such a diverse line of products and services, these stores require customized configurations to segment visitors and ensure all needs are met in a timely fashion.
Digital customer flow management platforms create a more inclusive physical space that facilitates the success of all parties involved. By providing clientele, employees, managers and executives with a better system for organizing obligations, these tools streamline service, leading to higher satisfaction across the entire organization.
