When you think of mobile point of sale (mPOS), do you usually equate this with the “POS” and payment features of these solutions? Although you gain line-busting capabilities and can accept payments in-aisle with mobile solutions, you may find that mPOS’ ability to enhance customer experience can be even more valuable to your business.
Rodney Bryant, retail expert and consultant for IBM Global Business Services, says 2016 should be the year retailers acknowledge that mobility impacts customer experience and that it has real business benefits.
He points out that many sales associates aren’t equipped with solutions that best help them assist customers. For example, they may not have the resources to help a customer who wants to know whether a particular item is in stock, or to list suggested items in which a customer may be interested. Mobility solutions can do both – and that can make a significant impact when it comes to customer experience, loyalty, and, ultimately, sales. A TimeTrade survey found 90 percent of shoppers will leave a store without buying anything if they can’t get the help they need.
You can arm your sales associates with solutions that connect them with the information customers need and expect. Apps can help retail employees access inventory data, customer history, and even advanced analytics that can offer insights into a particular customers’ preferences.
Mobile solutions can also help you overcome order fulfillment challenges. A sales associate who finds an item in stock in a warehouse or one of your other store locations can arrange to have it shipped to the customer’s home or to the store for pick-up. Online shoppers who prefer to buy online, or a pick-up in-store option will pick up the items they ordered in neatly labeled packaging and can receive alerts when their items are ready for pick-up at the store, thanks to mobile solutions.
Although the consumer trend to shop via digital devices continues to grow, the brick-and-mortar store is still the place most purchases take place. Make sure you have the mobile tools you need to make the customer experience in-store what consumers are looking for.