The Sweet Spot in Customer Service: Understanding In-Store Preferences

The landscape of customer service has undergone significant changes in recent years. With the rise of online shopping, brick-and-mortar stores are constantly vying for the attention and loyalty of customers. However, the age-old adage, “The customer is always right,” might be more nuanced than it appears at first glance.

According to an enlightening study by HRC Retail Advisory in 2018, a staggering 95% of customers would rather be left alone than be approached by staff when they visit a shop. This statistic offers a surprising insight into the preferences of modern-day consumers. So, how can retailers tailor the in-store experience, considering a customer’s online behaviour? Let’s find out how businesses can adapt to these changing tides. 

The balance between assistance and autonomy

It’s crucial to recognise that customers nowadays cherish autonomy. Due to pandemic shopping habits, many consumers have become accustomed to the self-sufficiency of online shopping. They can research, compare, and make purchase decisions at their own pace, without interference. When they enter a physical store, they bring these expectations.

However, this doesn’t mean that in-store assistance is obsolete. Instead, the challenge lies in discerning when to offer help and when to step back. The goal is to provide an environment where customers feel empowered to seek help without feeling pressured or overwhelmed.

Qashier’s CRM: Strategising customer retention

Addressing this challenge requires intuitive service and cutting-edge technology. Enter Qashier’s point of sale platform. With the omni-channel platform, Qashier allows merchants to host their business online and trace a customer’s journey through an integrated e-commerce website. This can provide invaluable insights to retailers about customers’s preferences and behaviours, paving the way for a bespoke in-store experience.

Imagine this: A customer browses a particular product online adds it to their wishlist, but doesn’t make a purchase. However, they sign up for your shop’s mailing list or enter their details for a 5% discount. Qashier’s omni-channel integration with major e-commerce platforms such as Shopify and WooCommerce means customer data is already stored in your business’s database. When they visit the store, the CRM system, having recorded this online interaction, can guide the sales staff. Instead of approaching the customer immediately, staff can subtly steer the customer towards the products they showed interest in online. This ensures the customer feels acknowledged and facilitates a more organic, non-intrusive shopping experience.

Additionally, when customers are purchasing items in-store, staff can enter customer’s details and keep note of their preferences.

By analysing this data, retailers can note when customers might want assistance and what type of products or services they tend to purchase. The seamless integration of offline-to-online data allows retailers to build deeper, more meaningful customer relationships. Retailers can earn trust and foster loyalty by offering personalised experiences and anticipating needs based on online behaviours.

For instance, if a particular customer frequently asks about new product launches, staff can flag this, and proactively share information about the latest arrivals. Conversely, if another customer has a history of browsing without making immediate purchases, staff can be informed to give them space, ensuring they don’t feel pressured.

Moreover, by combining the rich data from online interactions with in-store purchase history, retailers can craft exclusive offers, promotions, or loyalty programs that resonate with individual customers. This holistic view allows retailers to respond and proactively cater to their customers’ evolving needs.

Other ways that Qashier enables positive customer interactions

HRC retail survey also noted that nearly 34% of respondents valued receiving promotional and sales information directly from their smartphones. Customers can quickly scan and access a link to provide promotional information by printing QR codes on paper receipts. Additionally, the survey concludes that nearly 30% of respondents said that being able to pay a sales associate from anywhere in the store was important, indicating that digital scanning technologies will play a growing role in retail. This shift is more than a trend. It underscores the increasing importance of wireless smart POS terminals such as the QashierX2.  A portable terminal complemented by a Charging Dock and Extension Hub, the QashierX2 offers unparalleled mobility, whether facilitating payments tableside in a restaurant, at a funfair, or beside a retail display shelf. The Charging Dock ensures consistent readiness and portability, while the Extension Hub allows businesses to integrate essential accessories, be it a cash register, barcode scanner, or printer.

Finally, 85% of consumers prefer price scanners in stores rather than consulting sales associates. For businesses that want an upgrade, you can also integrate barcode scanners into your existing Qashier smart POS terminal, letting customers independently check product prices. 

In Conclusion

The future of in-store customer service lies in striking the right balance between offering assistance and respecting autonomy. Our smart POS is designed to help retailers strategise customer retention. While customers might lean towards independence, they still value the human touch when it’s relevant and personalised. With tools like Qashier’s CRM, retailers can bridge this gap, creating a shopping environment where customers genuinely feel at home. Therefore,  by paying attention to these subtleties and being agile, businesses can optimise customer satisfaction online and in-store.

More about Qashier

Qashier offers multiple digital solutions, including QR code table ordering, table management (F&B), employee management, customer relationship management (loyalty programs), inventory management, data analytics, and cashless payments, in an all-in-one device.

Qashier promises a seamless setup within 10 minutes, without the need for technical expertise. It boasts a user-friendly interface that is simple for anyone to learn and use. If you require assistance, you’ll find 7 days-a-week responsive technical support from your local team.

Try the Qashier app for free on your own Android device! Alternatively, you can speak to us to see how Qashier can meet your business needs. Schedule a meeting with us here, call us at (+65) 3165 0155, WhatsApp (+65) 8887 7687, or email [email protected].