In today’s customer-driven retail environment, one of the most overlooked ways to deepen those relationships is through knowledgeable employees. A truly frictionless service experience requires employees who are empowered with the information they need to provide truly personal attention. Sadly, more than 50% of consumers believe that the amount of sales help they receive in stores today has declined. (Deloitte, 2016
By arming employees with continuous digital access to relevant information, retailers can:
Retailers who unlock these capabilities will build significantly more customer loyalty than those who react solely to transactional history. By giving employees on-floor access to relevant information, retailers provide their customers with a truly differentiated shopping experience.
Real-time, on-floor access to information is vital to enabling employees to provide exceptional customer service. When employees have access to product information as well as to both transactional and loyalty information about the customer, they are uniquely able to deliver a differentiated experience to each shopper
When customers want more in-depth product information, employees need to be able to turn virtual experts to obtain timely and relevant assistance, including employees in another location. These interactions further deepen the in-store experience for each shopper and help increase sales.
Scheduling and labor planning tools are far more effective when enriched with store- or zone-level traffic information. Additionally, employee productivity and morale are improved when on-demand training is available for onboarding or for product and promotional launches
Digital transformation strategies aimed at enabling your workforce are critical to delivering on your overall brand promise, exceptional customer experiences, and increased sales.
"We have many different ways that customers can engage with associates: live web chat, email, call centers, social media, or in stores. Each channel offers unique challenges. Where previously customer connections were more disparate, today every channel touchpoint is just one more way to consistently experience our brand"Wes Powell
Vice President of Customer Service at Talbots
Only Cisco and our partners bring it all together - industry-leading technologies, supported by one company to allow you to enable the workforce of the future to achieve your business vision.