"Guided" Self Service in Retail

Many of you that are familiar with consumer preference in the retail environment understand that they want to self-serve their way through a purchase.  Meaning, if they can conduct the entire transaction without any interruption from the retailer, all the better. It seems to be a consequence of our time. We multi-task, we text, email, call, often all at the same time. Due to technology, our work life follows us everywhere we go in the form of that little device in your hip pocket called a cell phone. So, is it any wonder that people have less time to do the simplest things like shopping? If you are a retailer, all of this is in your operational planning as you think about the Customer Experience (Cx). 

The challenge the consumer runs into is they often cannot do more complex purchases without help. Whether it is floor tile or an HD tv, questions ultimately arise. So, what is the least invasive way to guide them through a mobile self-serve shopping experience? The answer might be simpler than you think. Business text is the largest growing segment for consumer communication. Imagine a consumer having the ability to text your landline from their mobile phone and you being able to route that text to an HD expert. The inquiry now has been routed to the employee's desktop or mobile phone through software that never exposes anything other than your main line as shown in your Google listing. In fact, your Google listing now can indicate "Text or Call" giving the customer a simpler option to reach you.

We like to think of this as a new iteration of the Customer Experience called "Guided Self Service". Your brick and mortar store is well equipped to handle customer inquiries but not phone calls. Business Text makes this simple and can be part of your auto attendant announcement while they are on hold, "For your convenience, please feel free to text us on the number you just dialed, 222-555-1212". 

Now your customer's text can be routed to that department and you can provide a level of service that eCommerce sites cannot. Further, you can even answer the consumer’s questions and collect payment through a secure text payment link. 

All of us are trying to find faster ways to do business with our customers that eliminate friction points. Business landline texting is the new frontier for this and early adopters will win the consumers business in a fiercely competitive retail world.