Three ways to track user behaviour in-store

VoCoVo lets you keep track of every product in-store.

Article by Olivia Robinson | 23rd March 2022

From reducing walking distance to speeding up customer service, most stores see an instant boost in productivity when they install VoCoVo:

  • B&Q reduced daily travel time by 21%
  • Boots saw a 150% increase in customer satisfaction with queuing times
  • Greene King saved £10,000 a year by improving task efficiency

This is great news, but there is always room for improvement. Our system is designed for adaptability, letting you tweak your set-up for even greater benefits. Before you do this though, you need to know exactly how well it’s working. This is where user tracking comes in. 

A more intelligent approach

VoCoVo isn’t just about hardware. Our customers also gain access to a full business intelligence suite. Simply log into our online portal and you can see detailed usage data for every piece of kit. This allows you to adjust your set-up for maximum efficiency. Here are just three examples. 

1. Move call points

Our call points are fully modular, meaning that you can move them around the store with ease. You can use the business intelligence suite to track call point use in various locations, discovering where they are most effective.

If a certain location gets a high number of call point enquiries, it’s probably a sign that customers in this area are more likely to need help. You can leave a call point here permanently, or even assign an extra colleague. DIY stores will often place a call point near the paint mixing station, as this is a transaction that frequently requires assistance. 

2. Monitor response times

As well as tracking when and where customers need help, our system records the response times of each colleague. You can see how long it took to solve each enquiry, and take steps to improve poor results. These could include:

  • Reassigning colleagues to parts of the store where responses are typically slower
  • Offering additional training to colleagues who are struggling to keep up
  • Comparing response times between stores, and inviting faster stores to offer tips to slower ones 

3. Spot recurring problems

Our keypads are designed to support checkout colleagues during busy periods.

As well as being a lifeline for colleagues, they also provide valuable data on the checkout process.

Keypads allow colleagues to specify the nature of their problem by selecting one of several help categories. By analysing these choices, you can discover the most common reasons for delays: 

  • Boots found that 61% of all keypad usage fell into the category of “queue busting”. This suggested that an extra permanent colleague was needed on the checkouts. 
  •  If colleagues are regularly calling for replacement till rolls, you can make sure that spares are provided to each checkout before the store opens. 

Keeping track of this data couldn’t be easier. Our software can generate tables and reports at the click of a button. You can even track key metrics, letting you watch your progress in real time. Get in touch today to find out more.

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