Mobile technology is a customer’s best friend and, with the help of e-commerce, has become one of the most disruptive forces in brick-and-mortar retail. However, customers still do most of their shopping in-store. What is changed? Their expectations.
Between 65 and 70% of customers do their research online before coming into the store, meaning they are better informed about their purchase decisions and might be farther along in the customer journey. Equipping sales associates with Sales Assist solutions helps them provide personalized recommendations, assistance, and support no matter on the floor the sale might take place.
Customers often arrive in-store with more product knowledge than sales associates. This can lead to frustration and confusion for both parties. With Sales Assist tools, associates can engage the customer on their journey rather than risk interfering with it. With the ability to engage customers at specific points on their journey, associates can generate more sales, and customers feel that their experience is both personal and valuable.
As shown in the infographic above, 91% of retail revenue is still transacted in the store. With knowledgeable customers coming to the store expecting expertise and cross-department solutions, brick-and-mortar is still an important stop on the customer journey. Whether it’s coming in-store to try on a product or see what something looks like in real life, retail locations are a valuable addition to the customer journey and can influence purchases.