It’s not uncommon to walk into a store or bank and be confronted by a member of staff offering assistance while holding a mobile device – iPads being the device of choice.
You can get on the spot help with your customer account, a previous transaction or purchase you wish to make, all supported by the savvy assistant tapping away at their tablet.
The purpose of this enhanced level of customer service is to improve the customer’s in-store experience. It’s often associated with luxury brands, but the Internet of Things (IoT) is helping drive this into new realms.
Written off by some and not expected to have an impact, IoT technology acts as a conduit for everything a store or bank relies on: checkout tills, air conditioning, alarm systems, electronic displays, fridges, heating systems – the list is endless.
Providing customers with instant access to banking, avoiding the need to wait in line for the clerk to serve you is a step in the right direction, but IoT technology is around us all the time.
Going to Tesco to pick up lunch is quicker than ever – we scan our goods, pay and we’re off. Unable to find the right size trousers? After a few clicks, the Store Associate can locate your size and even find a changing room that is free.
The possibilities seem to be endless. In China, smart chopsticks were originally an April fool’s joke, but Baidu Kuaisou are chopsticks loaded with sensors and can detect certain levels of contamination in cooking oil via a smartphone app, which displays the results.
Discover more about IoT in the retail store in Will Powell’s blog.
Unable to find the right size trousers? After a few clicks, the Store Associate can locate your size and a changing room that is free.
Keytree In-Store Technology is part of a growing market
By 2020, retailers who want to capitalise on IoT technologies will spend an estimated $2.5bn on hardware and installation costs, according to a study from Juniper Research. The predicted spend includes Bluetooth Beacons and RFID (Radio Frequency ID) tags, which assist with real-time asset tracking, keeping retail outlets up to date on their exact stock levels.
Keytree In-Store Technology pulls together internet-enabled electronic devices as well as existing retail, point of sale (POS) and CRM architecture to put the Store Associate at the heart of Omni-channel capability and create an exceptional shopping experience. Client outreach, increased brand awareness, the creation of new relationships and the ability for customers to access personalised offers are just a few of the benefits from linking a store’s infrastructure with it’s back office systems.
Understanding and manipulating the huge amount of data generated by a plethora of devices and systems is the vital ingredient to improving how your business runs. Learning from customer interaction will enable a company to truly grasp a shopper’s needs and provide the user with a personalised experience.
20 years ago, ‘bricks and mortar’ was a term associated with the losers in the e-commerce revolution but IoT can breathe new life into a store. The personalised level of engagement that comes with Keytree In-Store technology is near impossible to duplicate online – the real-time insights can provide the data needed to encourage the customer to consider items that would not have been on their radar.