Improving customer service in retail is such a vital part of the entire customer experience. It doesn’t just encapsulate dealing with issues that arise but also making sure that customers can find what they need, feel informed about their choices and offer that “extra mile” service that we all seek to find or provide.
Brands that take measures to improve customer service in retail enhance customer loyalty and differentiate themselves in an intensely competitive market. Every customer interaction should have equal significance and offer a chance to deliver a memorable experience to the end user.
The problem often lies with maintaining consistency with these interactions. With more transactions, higher overheads, and higher staffing costs, providing that super personalised, one-to-one customer service can be incredibly tricky. And trying to maintain that customer service in the post-purchase phase, which is key to retaining your customers, is crucial.
How can modern retailers harness technology to improve customer service and deliver frictionless experiences?
The digital receipt.
This game-changer is a move forward from the days of handwritten or printed slips. They are hassle-free, occupying no physical space, and, best of all, they can solve many of the “misplacement” problems that traditional paper receipts often suffer from. No more rummaging through bags or drawers when a customer needs to make a return.
When a customer downloads or email to themselves a digital receipt they simplify their life. Whether it’s for making a return, or keeping a copy for their records, a digital receipt can ensure peace of mind.
But what else can they do?
Share Valuable Information at the Point of Purchase
Even if a customer doesn’t opt-in for communications, scanning a QR code to get their receipt can deliver information directly to them. No more hunting around for user manuals or product information. A PDF can be there with a touch of a link. Videos, how-to guides, and personalised product recommendations can all be shared with smart digital receipts such as refive to improve customer service in retail.
Proactively Collecting Feedback and Addressing Issues Early
Unlike traditional communication methods in retail, where post-purchase service was an afterthought, the digital era means that retailers can actively seek that feedback. Are you seeing a lot of customers coming back with issues with the fit of a pair of jeans, or are you seeing feedback that suggests there could be some problems with a particular product? Having a digital receipt that offers a chance to request feedback proactively means that retailers can spot potential issues when they collect feedback and then use this to hone their products and deal with issues when they are smaller rather than full-scale problems.
Offers A Direct Link to Customer Support
Nothing is more frustrating than being unable to solve a query with a product you’ve just bought. Digital receipts can be integrated with social media, WhatsApp, and direct links to customer support. Customers don’t need to return to the store where the item was purchased or sit on hold for hours. For any queries or problems, they can drop a quick WhatsApp message, which can be replied to while the customer goes about their day. They can also have a written account of the conversation, ensuring they can retain a copy of the outcome, which then helps to hold staff to a consistent high standard of quality customer service.
Remembering Your Regulars with refive
In retail, we all know that retaining customers is more cost-effective than winning brand-new ones. Improving customer service in retail, especially by offering excellent personalised customer service, both in-store and digital, means that customers can feel heard and acknowledged and have fewer issues with buying from a company. This alone may not be why a customer stays loyal, but it’s a huge part of what elevates a good customer experience to great.
Retailers who use refive are able to identify these all-important regular customers and enhance their experience with personalised services. This is all achievable without the customer needing to opt in or provide their contact details.
Digital receipts are more than just the next tech trend. They are a strategic tool that is reshaping and evolving the future of retail.
Switching from traditional paper receipts to digital ones transforms receipts from an accessory to part of the customer’s shopping experience. For retailers, they provide a method to save time, cut costs, increase efficiency and reduce friction. This means more time for meaningful connections with customers, leading to a potentially better bottom line.
Digital receipts are setting a new standard in the retail industry, boosting brand reputation and signaling that the era of smart, customer-focused retailing is here.
