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4 Steps to Creating the Best Retail Customer Experience With Unified Communications

May 06, 2015 by

When it comes to retail, customer service is key. It can be difficult to help each person who walks in the door, but unified communications simplifies the process and allows employees to provide help to customers who actually need it, rather than focusing on the checkout process.

Great customer service drives brand loyalty. When people get the help they need quickly, they are more likely to return. UC solutions provide the tools that store employees need to increase customer happiness.

Upgrading the Fitting Room

When people need to try on clothes before deciding whether or not to purchase them, there is an increased chance of losing a sale. If they don't grab the right sizes from the start, they might skip buying a product altogether.

Intelligent fitting rooms come equipped with VoIP and RFID scanners and connect consumers with attendants, Realtime Publishers explained. When something doesn't fit, store employees can grab the correct size and throw in various colors to provide options. They can also try upselling by bringing in accessories or other complimentary clothing. All of this happens without the customer even having to leave the fitting room.

Simplifying Checkout

Most customers also dislike waiting in line, whether it's to return something, purchase new items, or ask a question. In-store kiosks and self-service registers can solve this issue. UC combines voice and data and give retailers opportunities to utilize both wired and wireless devices to streamline the process, according to Internet Telephony magazine.

Since stores no longer need as many people at registers, employees can use handheld devices on the floor to look at inventory and compare prices with competitors. With presence, instant messaging, and video conferencing, employees can also communicate with workers at other stores in the chain.

Going Mobile

Consumers love sales. When a store offers a good deal, there's a higher probability of driving traffic inside. While signs and other advertisements can help attract customers, they can't reach everyone. However, retailers can take advantage of an item nearly every consumer owns - a cell phone.

Mobile devices come equipped with a plethora of abilities these days - audio conferencing, Internet, email, messaging, and more. With Wi-Fi and Bluetooth, stores can use smartphones to promote their products and sales, Realtime Publishers noted. Retailers can send sales information through Wi-Fi, email, or Bluetooth connectivity and consumers will be able to see the advertisements.

Enabling Instant Recognition

RFID technologies can also be used to provide better customer service. Eventually, chips will be able to recognize consumers when they walk in the door through their smartphones. The RFID will provide employees with customer information, from name to buying history. This will allow workers to establish relationships with the store's returning clientele and make consumers feel welcome.

With UC, retailers can provide premium service to their customers. By implementing new workflows and technology, employees can cater to their clientele and ensure store information is reaching the right people.

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