5 Ways a Retail Helpdesk Can Boost Your Bottom Line

The Impact of Customer Satisfaction:

There’s no doubt about the impact of customer satisfaction to a company’s overall success. However, there’s been so much focus on personalization and new technology that many retailers seem to have forgotten one of the most important factors towards boosting customer satisfaction levels: the technology has to work. Customer-facing employees rarely have the training or capacity to deal with tech problems. When employees are tied up with tech problems and clerical errors, they can’t do their jobs and sacrifice sales.

Depending on the scale of a company, their store technology may be supported either by an IT department located at their company headquarters. But these IT departments often incur high call volumes and aren’t equipped to handle daily requests in a timely fashion. Here are five ways that equipping employees with access to immediate support through helpdesk services is essential to running a profitable retail store.

1. Create a Seamless Shopping Experience

Modern customers will not wait around if the cash register is on the fritz, or while an employee sits on hold with their IT department. There so many other options for customers can get a product, that they’re more likely to buy online than to wait for the issue to be resolved. Helpdesk services provide the immediate solutions necessary to give customers the “in-and-out” physical retail service they’ve come to expect.

2. Utilize Consumer Data

For security reasons, not all customer information can be accessed by retail employees through in-store technology. When the situation requires quick access to in depth customer records — such as when an employee needs the date of a specific purchase or to determine whether a customer is attempting repeat returns — helpdesk staff can quickly provide the necessary information to keep in-store processes running smoothly.

3. Increase Employee Job Satisfaction

Employees are put in a stressful situation when they are faced with tech or customer service issues which they are not equipped to resolve. For a company to remain profitable, management needs to continually invest in their employees by providing them with the support they need to do their jobs effectively. Helpdesk services give employees immediate resolution to daily issues, enabling them to focus on providing a great customer experience!

4. Less Costly Delays

Business stalls when cash registers aren’t working or employees are tied up with technology. Instead of delaying in-store commerce while retail staff tries to call IT headquarters to resolve snafus, A2R provides retailers of all sizes with a cost-effective solution for to quickly resolve issues with Point of Sale, CRM, or in-store technology. A2R’s Helpdesk Services enable retailers to outsource employee tech support by connecting them with a bilingual support staff to provide quick resolution to in-store problems without the expense of a full-time support staff.

5. Retain Existing Customers

It is far cheaper to retain an existing customer than to create a new one, so in-store tech meltdowns are costly propositions. According to The Huffington Post, only 1 in 26 unhappy customers express their dissatisfaction; the other 91 percent just leave the store. This means most retailers are losing money due to customer dissatisfaction without ever even knowing it! Profitable retailers facilitate timely resolutions to operational issues in order to retain customers by providing them with the seamless shopping experience they’ve come to expect.