To help Halfords fight these inefficiencies, we equipped each store with a VoCoVo Enterprise solution with a Controller, customer Call Point and a Headset for every member of the team.
Call Points to streamline customer service
We installed Call Points at several self-service stations where customers could order custom number plates. Now when a customer needs help, they can alert a member of the team at the touch of a button. Colleagues can respond quickly even if they’re working in another area of the store, with the option to chat to the customer remotely via their VoCoVo Headset. This means small queries can be resolved almost instantly and if a colleague does need to attend in person, they’re already working on a solution while they’re on their way.
As well as improving customer experience by keeping queues moving faster, Halfords have used our Call Points to add new opportunities for upselling so fewer customers leave empty-handed.
Headsets for natural communication and theft prevention
The real game-changer for the team? Our lightweight VoCoVo Headsets. With full-duplex speech technology, colleagues can have natural, two-way conversations on-the-go. For example, two colleagues can chat while one collects a part from the stockroom and their teammate helps a customer on the forecourt. If they need to chat with their wider team, they can jump on a VoCoVo conference and speak to everyone seamlessly, just like they’re in the same room.
Halfords colleagues can now talk to each other, help customers and carry out simple tasks like stock checks remotely from their VoCoVo Headset. Instead of abandoning customers to get help from a senior colleague, team members are getting answers and resolving queries on the spot, making the experience hassle-free for both sides. And because VoCoVo doesn’t rely on Wi-Fi, teams can count on reliable connectivity and effortless conversations, whether they’re working inside on the shop floor or fitting parts to customer cars outside. Theft is down and team members feel safer too since they’re always connected no matter where they’re working.
- More efficient and motivated teams. Colleagues can share expertise, get answers and check stock instantly from their VoCoVo Headsets, without leaving their customers waiting.
- Improved customer experience and reduced queuing times. Customers are happier with their overall experience because they can press a Call Point to get help quickly, queues are moving faster and tannoy announcements have been reduced.
- Reduced weekly losses and safer stores. Individual team members can detect potential threats, raise the alarm discreetly and coordinate with their team to prevent thefts without putting themselves at risk.
- A significant drop in tannoy broadcasts (100% in some stores). Customers can browse, shop, and chat with colleagues without being interrupted by irrelevant tannoy announcements. Security is tighter too because all team communications stay confidential.
Room to grow
Halfords has seen tremendous value in VoCoVo’s capabilities and the potential to expand their solution to keep improving customer experience. Their next steps will be to integrate VoCoVo with their telephone system, so colleagues can handle incoming calls from customers like “Have you got this bike in stock?” or updates from Head Office straight from their Headsets. Store colleagues will also be able to make outgoing calls, for example, to let a customer know that their bike has been repaired and is ready for collection — another huge step towards a seamless customer experience.
We’ve helped Halfords build an informed, connected and more empowered workforce. Their tailored VoCoVo solution has made it easier for teams to upsell, build trust with customers, and stay vigilant against security threats. Looking to navigate the challenges that come with growth and expansion? Get in touch with our team to find out how VoCoVo can help.