🏎 Faster service at the push of a button
Each employee has a store-issued phone with the app installed. When a customer initiates a service request, a notification is sent out indicating the department and aisle where help is required.
The following is an example of store signage to advertise the new service.
⚙️ Role selection
After logging in the staff member chooses which role(s) they are handling for that shift. Sales staff are typically the first responders and support staff and management play secondary roles to handle request overflows that happen during peak periods.
A user also can select more than one role as during quieter shopping hours the on-duty manager may also be in a sales or support role.
📊 Management's Dashboard
Management can gain insight into various aspects of their customer's experiences with the beacons via the dashboard.
Designed for simplicity and quick reviews, it provides key metrics to allow the management team the ability to review and assess successes or shortcomings. This provides opportunities on the spot to react more efficiently to situations as they arise.
- 🧮 Average claims per day
- 🏃️ Average response time
- 🕐 Peak hours for better scheduling
- 🆘 Number of calls requiring support assistance
📢 Advertising the service
These 1-inch white beacons are positioned in various locations throughout the store, so they had to be highly visible to engage customers in a variety of settings.
The beacons could be placed anywhere from on a patio table, shelf-talkers, merchandise cabinets, aisle caps, etc.
🛠 How the beacons work
The app allows for management to assign priority levels on individual beacons based on their purpose.
As an example, perhaps expensive items or items that are in seasonal high demand (Christmas trees) would be a level 1 priority while a quick task such as cutting chain could be a level 3.
Levels also have custom time limits for customer service rep response time. This is helpful when prioritizing beacons with longer "time to serve" situations. Helping a customer with a patio set vs mixing paint.
The average "time to serve" paint mixing is around 10 minutes, so, therefore, you can't leave the patio set customer unattended for that duration.
The staff would attend to the patio set customer first and then serve the paint customer. Now with the app support staff would be alerted to serve that paint customer as soon as possible.
Let's have some fun, eh?
One of the mandates from the client was to have some fun and personality injected into the design. This was achieved in a few different ways throughout the experience from copywriting to outcome screens like these.
✅ Reporting
Next to providing stellar customer service the most important aspect of the app was to provide performance insights to the management team. Useful for quickly adjusting to current market trends (*cough COVID-19*) and awarding over-achieving staff for exceptional work.
Management can see a great range of information and also export it if need be.
- 📆 Range of dates
- 🔘 Most active beacons
- 🚨 Busiest departments and aisles
- 🕐 Peak hours
These should be in the Kanata, ON store Summer 2020. Check them out, I'd love to hear your thoughts!
