How can you use mobile technology to improve communication and collaboration with store associates?

Mobile technology is transforming the way retail store associates communicate and collaborate with each other, their managers, and their customers. In this article, you will learn how you can leverage mobile devices, apps, and platforms to improve the efficiency, productivity, and engagement of your store team.

1 Benefits of mobile technology

Mobile technology provides store associates with numerous advantages, such as access to real-time information and updates on inventory, pricing, promotions, and customer feedback. They can communicate instantly and securely with colleagues, managers, and support staff via text, voice, or video. Additionally, they have the opportunity to learn new skills and receive feedback through interactive and gamified training modules. Moreover, mobile technology grants them the flexibility to work from anywhere in the store or outside without being confined to a fixed workstation or terminal. In addition, it empowers them to provide personalized and seamless customer service by accessing customer profiles, preferences, and purchase history.

Add your perspective

Douglas Lonergan

Managing Director SenSys international
Report contribution
A recommended option is Theatro. It is a mobile solution and when used correctly, it empowers every team member to deliver seamless customer service.

Like
TARIQ EL YASSOURI

What’s “Customer Centricity” in Arabic? Redefined here in Saudi Arabia 🇸🇦. Lost in translation?! Be in touch and find out more.
Report contribution
Mobile technology has revolutionized the way store associates operate by granting them instant access to vital information on inventory levels, pricing details, ongoing promotions, and customer feedback. This real-time data empowers store associates to make informed decisions and provide better service to customers. Furthermore, the ability to communicate swiftly and securely with colleagues, managers, and support staff through text, voice, or video channels enhances collaboration and problem-solving within the team.

Like
Robert Amster
Report contribution
Mobile technology can reduce travel time within a large-footprint store by enabling communication with other associates without leaving a customer, or a task in progress. It can provide near-instantaneous information to associates as long as the underlying systems have the information and have made the information accessible to the mobile, in-store applications. Mobile technology enables in-store associates to be more responsive to the customer that may need assistance.

Like

2 Best practices for mobile technology

To make the most of mobile technology, it's important to follow some best practices. Select the right devices and apps that meet your store needs and budget, taking into account factors such as functionality, compatibility, security, and user-friendliness. Train your store associates on how to use mobile technology effectively and safely, providing clear guidelines, policies, and procedures for device usage, maintenance, and security. Moreover, encourage your store associates to share their feedback and ideas on how to improve mobile technology usage and performance. Create a culture of collaboration and innovation among your store team. Lastly, monitor and measure the impact of mobile technology on store operations, sales, and customer satisfaction. Utilize data and analytics to identify strengths, weaknesses, opportunities, and challenges.

Add your perspective

Robert Amster
Report contribution
Mobile technology has to be comprised of light-weight, or wearable devices so as not to impair the associates. Yet, it should have a large enough display to make it easier to navigate than a small screen. Response time has to be near instantaneous so cell boosters or access points have to be deployed such that there are no dead spots within the stores. Information has to be crisp and clear so as to minimize delays and frustration.

Like

3 Examples of mobile technology

Mobile technology can be a great way to improve communication and collaboration with store associates. For example, mobile POS systems can be used to process payments, check inventory, and issue receipts from anywhere in the store. Mobile messaging apps enable store associates to communicate via text, voice, or video, as well as create groups, channels, and workflows for different topics and tasks. Mobile learning platforms offer interactive and gamified training modules to store associates via their mobile devices, while tracking progress and performance. Additionally, mobile CRM systems give store associates access to customer profiles, preferences, and purchase history from their mobile devices. This also allows you to send personalized offers, recommendations, and reminders to your customers.

Add your perspective

4 Challenges of mobile technology

While mobile technology can bring many benefits to your store associates, it also presents some challenges. Technical issues and glitches can disrupt communication and collaboration, so you need to ensure that your mobile devices and apps are reliable, updated, and compatible with your store network and systems. Security risks and breaches can compromise your store data and customer privacy, so you need to protect your mobile devices and apps from unauthorized access, theft, loss, or damage. Additionally, you need to comply with relevant laws and regulations regarding data protection and security. Distraction and overload can affect your store associates' focus and productivity, so you should balance the use of mobile technology with the need for human interaction and attention. Moreover, you should avoid overwhelming your store associates with too much information and communication.

Add your perspective

Robert Amster
Report contribution
One of the challenges of mobile technology is that screen-based devices and applications tend to distract associates and divert their attention from the customer to the screen. By contrast, voice activated mobile technology is best for communicating with piers and superiors, and it enables the associate helping a customer to keep eye contact with the customer while staying engaged with him/her.

Like

5 Tips for mobile technology

To overcome the challenges of mobile technology, you can provide technical support and troubleshooting for your store associates, implement security measures and protocols for your mobile devices and apps, and set clear expectations and boundaries for your store team. Have a dedicated team or person to help with any mobile technology issues or questions, use encryption, passwords, biometrics, and remote wipe features to secure data and customer information, and educate your store associates on how to prevent and report security incidents. Additionally, define when, where, and how your store team should use mobile technology, establish rules and etiquette for mobile communication and collaboration, and reward your store team for using mobile technology effectively and appropriately.

Add your perspective

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

How can you use mobile technology to improve communication and collaboration with store associates?

1

2

3

4

5

6

1 Benefits of mobile technology

2 Best practices for mobile technology

3 Examples of mobile technology

4 Challenges of mobile technology

5 Tips for mobile technology

6 Here’s what else to consider

Retail Marketing

Rate this article

Thanks for your feedback

More articles on Retail Marketing

More relevant reading

How can you use mobile technology to improve communication and collaboration with store associates?

1

2

3

4

5

6

1 Benefits of mobile technology

2 Best practices for mobile technology

3 Examples of mobile technology

4 Challenges of mobile technology

5 Tips for mobile technology

6 Here’s what else to consider

Retail Marketing

Rate this article

Thanks for your feedback

Explore Other Skills