Communication Processes Optimized for Retailers This Holiday Season
Improved customer loyalty by way of communication platforms
1. More targeted controlling of customer traffic
In the lead-up to Christmas, the stream of customers entering stores increases dramatically, especially during the evening hours and the weekends. Alternatively, online buyers just walk into the stores to pick up their purchases ordered via “Click & Collect”, rather than having to wait for overloaded delivery services. The trend in increasing number of store pickups, whether to avoid a delivery free or collecting the package at the earliest, is an indication of change in consumer behavior as it relates to shopping. Cloud Messaging Services enable better management of visitor frequency and an improved service experience for customers. For instance, SMS or email could be used to communicate a clear time window for collecting orders, during which the store is not so busy or staff numbers have been optimized to meet demand. Special service offers or discounts can also provide customers with an additional incentive to fetch their orders within a given time period. This prevents shops from becoming overcrowded and long queues from developing, leading to an overall improved customer experience.
2. Coordinating staff flexibly
To keep checkout queues as short as possible, while still offering satisfactory levels of expert advice and other forms of added value, such as a gift wrapping service, retailers generally turn to temporary, seasonal staff. At the same time, short-term staffing shortages due to illness have to be covered without delay. Cloud-based communication platforms provide valuable support for the coordination of human resources. Using Retarus Enterprise SMS Services, retailers only need a couple of clicks to send out an SMS including a reply option when they need additional staff. The staffing coordinator then only has to contact those members of staff who gave a positive response to clarify the details of the assignment.
3. Addressing customers individually
Once a shopper has entered a store, there is a good chance that they may buy additional goods which didn’t even feature on their original shopping list. Thanks to cloud messaging, this can be turned into an advantageous scenario for retailers, especially with Click-&-Collect customers. In combination with the order confirmation or pick-up notification the customers can continue to receive personalized offers through SMS or email. This way, they are able to order recommended products or services quickly and easily by means of a reply function. Reminders about an extended period for returns or a personalized holiday greeting can also be achieved without much effort and sustainably strengthen customer loyalty.
Retarus offers Enterprise Cloud solutions for Messaging, Email Security, and Business Integration. At the highest service level, with top performance, security, compliance with data protection regulations, and global availability. Retarus' services are successfully used for cloudification and securing messaging and email infrastructures, as well as for the intelligent automation of business processes and workflows. Retarus, headquartered in Munich, was founded by Martin Hager in 1992 and has been owner managed ever since. The company employs around 500 people in 20 offices on four continents. Over 40 percent of the companies listed in the S&P Global 100 rely on Retarus. More information: www.retarus.com