High-Tech Customers Don’t Shop at Low-Tech Stores


High-Tech Customers Don’t Shop at Low-Tech Stores

It’s hard enough for your associates to have answers to all the questions customers have—throw technology into the mix, and it’s almost impossible. A huge (and growing) portion of retail shoppers are extremely tech savvy, so your associates need to be able to keep up.

Likewise, if customers feel they’ve stepped back in time when they walk through the door, they’re likely to feel uncomfortable. Just like their online experiences, they want technology on tap to help them locate items, find information, and communicate with store personnel.

Here are 3 ways to ensure your customers and store associates get the “tech support” they need.

  1. Upgrade your store’s network to allow self-service. This could mean a store app that lets shoppers easily locate items and view that day’s sales, the ability to scan QR codes for information on when items will be back in stock, a button they can press to call an employee, access to guest WiFi, or all of the above.
  2. Give your associates robust communication tools. Imagine a customer who searches for an employee to answer a question, only to have him/her run off to find an answer, stranding the customer in that location. Equip your associates with two-way radios that let them quickly speak to someone in the storeroom to check inventory, contact a manager about an issue, or call another associate for help.
  3. Train your associates. This is a critical step that tech-forward retailers sometimes overlook. Your associates must be well versed in your store app’s capabilities so they can quickly show customers how easy it is to help themselves. They should also be extremely comfortable with instant alerts and the two-way radio system before they step foot onto the sales floor. Avoid awkward fumbling with buttons and earpieces while the customer looks on—you want all of your associates to appear as professional and tech savvy as the customers they’re serving.

Shoppers sometimes feel like they’re forced to choose between the convenience and speed of online shopping and the hands-on ease of a brick-and-mortar experience. With the right associate training and technology, you can provide the best of both worlds, securing customer loyalty with the click of a few buttons.

Hi-tech customers don't shop atlow-tech stores

If customers feel they’ve stepped back in time when they walk through the door, they’re likely to feel uncomfortable. Just like their online experiences, they want technology on tap to help them locate items, find information, and communicate with store personnel.