Staff Caller – Take Customer Service in Retail Stores to the Next Level

Delight Store Visitors and Turn Them into Repeat Customers

Customers visit stores for experience, personal service, and hands-on product understanding — each visit being a valuable opportunity to build loyalty and drive repeat purchases. They arrive with high expectations, seeking inspiration or the final push to commit to a purchase. However, due to unavailable assistance, visitors often leave without purchasing anything, leading to revenue loss for the stores. 

In a landscape of shrinking budgets and rising expectations, retailers must maximize the value of every store visitor. Staff are instrumental in turning hesitant visitors into customers and providing services that accompany products. Solutions that create a fast and measurable connection between customers and staff can increase both sales and staff efficiency. 

Retailers Struggle with Poor Shopping Experiences and Lost Sales 

During retail store visits, customers often need attention. They frequently have questions or need to consult store associates before making a buying decision. However: 

• Associates may be unavailable or occupied, leading to queues and potential customers leaving without assistance and purchase. This randomness rightly irritates every customer and store manager. 

• Customers often encounter store staff who are not knowledgeable about the products or services offered. 

• Many stores lack solutions that customers can use to find product information, check stock levels, or call for assistance. 

• Customers expect personalized services, but retailers lack data to understand customer preferences and tailor their interactions accordingly. 

As a result, visitors often walk away without making a purchase, leading to countless missed opportunities and revenue loss for retailers. Addressing these challenges requires a combination of technology, strategic planning, and a focus on customer-centric practices. Brick-and-mortar retailers should therefore consider ways to organize staff and make store operations more efficient. 

Sales Caller and Staff Caller Systems – Streamlined Customer Service in Retail Stores 

Sales caller and staff caller systems are innovative solutions that enhance in-store assistance and shop floor services. These systems allow customers to request help from staff members quickly and easily, ensuring they receive timely assistance and personalized service. 

Sales Caller 

Using their own phone or a store kiosk device, customers can request help from store staff. Key capabilities include: 

• Mobile app for sales associates with an overview of incoming customer requests and push notifications. The app can even handle store queues and appointment bookings. 

• Offering alternative solutions for customers if no employee is available (e.g. remote consulting, call-back, Q&A, webshop, etc)  

• Managing sales associate profiles and competencies 

• Managing employee availability and escalations 

The sales caller app ensures that customers get help when they need it, improving their shopping experience and increasing the likelihood of making a purchase. Quick access to expert assistance can significantly boost sales conversion rates.  

What the Process Looks Like: 

1. The customer requests help at one of several points in the store by reading a QR code or clicking “I need help” on a tablet, phone, or other kiosk device located in the store. 
2. Relevant department employees receive a notification in a dedicated mobile app. 
3. The staff serves the customer, or the request escalates if no colleagues are available. 
4. Alternative assistance is offered to the customer if no personal help is available, including: 
5. Scheduling an appointment or callback 
6. Directing the customer to the webshop 
7. Offering remote waiting by collecting the customer’s number and notifying them when assistance is available. 

Staff Caller 

These systems allow employees to communicate with each other to provide better customer service in retail stores. For example, a staff member in one department can call for assistance from a colleague in another department, ensuring that customers receive the help they need promptly. Key capabilities include: 

• Incoming push requests vibrating phone with sound 

• Role-based access to other staff 

• Managing escalations 

• Logging all requests and making them available for management reporting 

Anytime help is needed within the team, staff caller apps allow staff to quickly notify each other, ensuring that assistance is provided promptly when needed. Store associates can also call for backup when assisting customers, ensuring no customer is left waiting too long. 

Summary 

In the era of decreasing headcounts and rising expectations, retailers must maximize the value of every store visitor. Solving the problem of walk-aways is the cheapest way to increase sales and profitability. By adopting advanced mobile technologies, retailers can provide visitors with quick assistance and convert them into buyers. By connecting customers with sales and staff members with each other, shop-floor communication leads to: 

• More agile and content staff 

• More efficient use of precious human resources 

• Better reporting on what is happening in stores 

• Increased sales conversion rates 

And the results in numbers? A 2-5% increase in revenue and customer service measured from beginning to end. 

If you’re interested in Linistry’s sales and staff caller solution: 

1. Watch our video about the Linistry Shopfloor Communication app.  
2. Visit the Linistry Retail Orchestration homepage here.