In today’s highly volatile market, where labour shortages are placing increasing pressure on retailers, it’s imperative that store associates feel empowered to deliver quality customer service and solve problems on the spot.
One of the biggest factors in staff satisfaction and retention is having the right technology, which enables associates to do their best. In fact, 80 per cent of retail associates agree that employers who leverage technology and mobile devices attract and retain more workers. Furthermore, a lack of communication or collaboration is responsible for most workplace failures, according to 86 per cent of employees and executives.
Apart from keeping store associates happier and more engaged, deploying the right technology can also widen retailers’ profit margins by creating better workflows and improving customer satisfaction and loyalty.
But having too many devices can also present a problem for retailers. In an ideal scenario, a retail associate will have a single device that enables them to easily answer customer questions, locate stock, communicate with staff, and process transactions at the push of a button. Having multiple devices for each of these functions slows associates down, adding a burden to their already busy schedule and impacting customer service.
The benefits of using a single device
There are numerous benefits to having a single device rather than separate devices for different functions. Most importantly, workers save more time (and headaches) when they only have to operate one device.
Furthermore, using one device enables retailers to get the word out fast, ensuring that their store teams will receive alerts, notifications and instant messages at the same time. That same device can also be used to send workers visual instructions on building window displays and planograms.
Using a single device can speed up managers’ daily activities and on-site audits, enabling them to automatically trigger follow-up tasks. Meanwhile, it’s also easier for retail associates to access and manage their prioritised tasks via a single mobile platform.
Overall, it gives retailers a simple way to reach everyone across all of their stores and coordinate a real-time response that will keep customers coming back.
Zebra’s Workcloud Communication Suite
Zebra’s Workcloud Communication software suite is specifically tailored for use in busy retail environments. The solution enables frontline workers to communicate and collaborate anytime, anywhere, without being tethered to their workstations. Furthermore, the suite has a range of other features, including:
- Communicate Instantly with Push-to-Talk: Access reliable, instant PTT calling and multimedia messaging between individuals using cellular data or Wi-Fi.
- Enable Cross-Device Communication: Shut down communication silos with the ability to connect workers across departments with different types of devices.
- Enterprise-grade Communication: Workcloud Communication PTT Pro offers instant enterprise-class communication that’s more efficient, more secure and faster than texting or calling.
- BYO Device: Use Workcloud Communication on Zebra Android devices or add it to third-party devices for easy adoption without an added expense.
- Monitor Workers’ Location and Availability: Know where workers are at all times with GPS tracking, whether at the workplace or out in the field.
- Enhance Worker Safety: The software notifies other associates of emergencies via calling and alert features.
- Configurable Device Sharing: Share devices with multiple employees and customise rules and feature access to match the individual worker’s role and needs.
- Deploy Right from the Box: Waste no time setting up PTT Express. No server or PBX integration is required. It’s fast, easy and ready to run as soon as it’s needed.
Real-life success story: Lowe’s America
Lowe’s, one of America’s largest retail chains, started using Zebra’s Workcloud Communication software suite in 2020, which enabled its employees to collaborate instantly and dynamically using their tablets and handheld mobile computing devices. Associates are now able to connect with individuals or groups using voice, text and messaging from anywhere within Lowe’s facilities and have greater visibility on inventory levels, orders and task status.
In 2020 alone, Lowe’s used Workcloud Communication 165 million times.
“That’s 165 million times I didn’t have to run three aisles over to find somebody or.… 165 million times I didn’t have to say to the customer, ‘I don’t know.’ It is a big, big change for us and one that our associates absolutely love,” said Vincent Scalese, SVP of store operations at Lowe’s Home Improvement.
The takeaway
Deploying one device with the right communications software can help your workers solve problems on the spot, deliver better customer service and improve overall workflows for a smarter, more responsive operation.
