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Exceeding customer expectation has never been more important in traditional retail business than it is today. With such a competitive retail landscape, how can you set yourself apart and delight your customer?
Progility Technologies is actively supporting thousands of retail locations worldwide, and with our local team in Australia we are transforming business communication and increasing returns through a remarkable customer shopping experience.
Helping customers and retail go hand in hand but a retailer’s ability to help can be challenging in some circumstances due to communication barriers. It is these communication barriers that the team at Progility have been working on closely with our business partners, to developed robust systems that enable smooth limitless communication enabling exceptional customer service.
Our Retail Communication Solution (RCS) connects customers with team members and team members to each other to provide remarkable customer service. It is this customer service that keeps retailers relevant in today's market as the rise of online shopping encroaches on traditional models of retailing.
This simple solution supports superior customer service as well as profitable returns on the P&L through:
• Conversion Uplift
• Customer Service Reaction Times
• Reduced Internal Chatter, Improving Site Ambience
• Theft Reduction
• Instore Safety & Security
• Manual Handling Productivity Improvements (e.g. daily fill / tidy team processes etc)
• Wage Savings
• Team Member Training & Collaboration
In an environment where retailers are looking for new productivity initiatives that will reduce labor costs, customers are often left feeling there is nobody available for service. Retailers know this is not the reality, however it is the common perception by our customers.
In Zebra’s 2019 Shopper Vision Study, where approximately 5,000 customers were surveyed, only 62% claim to be satisfied with the level of information or help sales associates provide. Interestingly, 55% of customers surveyed said associates equipped with the latest technology provide a better in-store shopping experience.
One of our solutions comprise of a voice communication network and customer service points where a customer can utilise dedicated customer service points strategically positioned around a site. By pressing a button where an automated message is played notifying them that a team member will be with them shortly. In the meantime, an automated message is played to all team members that are wearing a two-way radio earpiece notifying them of the customer assistance request including location. Team members are then able to coordinate a rapid and effective response.
The result to the operation of the business are immense. Immediate reaction to improving stock availability to meet customer demand. Reduced shrinkage through better communication between team members that can share a suspect shopper's behavior throughout the store. Reduced noise pollution by abolishing PA announcements creating a tranquil shopping experience. Strong utilisation of the team by moving resources around to respond to demands as a result of connected communication. Reduction in threat of injury to customers and team members with rapid response time to hazards minimizing risk. Enhanced team training through live coaching with active Q & A capabilities. Providing the ability to engage adhoc communication to the entire team at the same time, without needing to tools down allows for significant productivity improvements, while keeping teams effectively informed in the workplace.
Above all, the general cohesiveness of the team improves, allowing them to collaborate like never before and driving a strong customer focused culture.
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