How can you integrate online and in-store experience more efficiently?

Article by Olivia Robinson | 8th July 2020

Customers are quicker than ever to discard a sale. DoubleClick by Google found 53% of mobile site visits were abandoned if a page took longer than 3 seconds to appear. Websites lose an additional 10% of users for every second a page takes to load. Efficiency matters to customers. This puts more pressure on stores to deliver quick, seamless in-store shopping experiences to match the speed of online. 

Customers are also moving en masse to pay online, collect in-store models. In fact, now 56% of customers prefer this method.  How can we integrate the two more efficiently?

Click and Collect

Following the COVID-19 pandemic, customers prefer to use buy online, pick up in-store. This grew 28% year-over-year in February 2020. Grocery delivery is up 57% too. Although these consumer behaviours are ‘new,’ we expect them to stay as uncertainty still remains around the virus. Read our blog on ‘the new normal’ here.

Omnichannel purchasing requires smart integrations and quick customer service. Our technology connects your staff with devices and in-store call points. This means Click and Collect points can remain unmanned, staffed only when demand calls for it. Colleagues can perform a range of functions, saving time and increasing efficiency. Our system’s API connects with Toshiba, Diebold and Bosch technology, meaning your staff can respond quickly and seamlessly to customer needs.

Find out how to improve your Click and Collect

Faster self-checkout

Another way retailers can meet new customer expectations is by providing better self-checkout experiences. Self-checkout is the preferred method of payment in a post-pandemic world, because it allows customers to maintain their distance from colleagues and quickly process their items. Slow self-checkout systems are a potential reason for cautious customers to abandon the shop altogether.

VoCoVo’s technology integrates with several self-checkout providers, including Toshiba, Diebold and NCR. Our solution connects colleagues directly with the till, enabling them to authorise transactions faster, get more customers through the checkout and improve efficiency with fewer members of staff.

Find out more about our unique SCO integration

Meeting high customer service expectations

One of the most important factors when integrating online and in-store experiences is service. Customers are faster than ever to abandon a sale, especially if they feel their questions aren’t answered quickly. It’s easier than ever to buy with a single click, so in-store service must be rapid and of an equally high standard.

Our own data from proofs-of-concept shows that colleagues feel better equipped to deal with customer questions with a VoCoVo headset. Our technology also reduces colleague travel time by an average of Ikm per colleague per day. We’ve linked our headsets up with internal collaboration tools, including Slack and Microsoft Teams. Alongside this, we’re enabling API integration with Avaya, Cisco and Twilio so colleagues can handle incoming and outgoing telephone calls. A quicker response to questions and phone calls ensures your customer has a brilliant omnichannel experience, in-store and online.

Read more about telephony integration

Our systems connect teams, locations and integrate with a range of headsets, handsets, keypads and call points. This creates a unique ecosystem for your store. In an age where customers expect instant feedback, want to seamlessly connect both online and in-store, VoCoVo is here to help you deliver to the very highest standard.

Get in touch with our team today

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