5. The Growing Appetite for Self-Service
The final trend we’ll touch on is perhaps the most recent factor that has emerged across commerce. With the rapid increase of mobile and automated technologies, customers are increasingly seeking the ability to handle simple issues on their own. Providing self-service not only allows consumers to do things on their own time versus during service hours, but also decreases the amount of time waiting on hold or for an email response. The new generation of shoppers is also more inclined to figure it out with self-help versus contacting service. While the benefits of supporting a self-help infrastructure should be obvious, it can be challenging to implement and maintain in a way that is intuitive for the consumer.
An improperly implemented system may in some cases do more harm to the customer experience than good.
On-demand shopping in itself is the perfect solution for the independent, self-managing consumer – the customer decides when and where to do their shopping, as well as when and how to receive their groceries. With the Digital Foodie solution, the customer can independently take care of the shopping process from product information search to choosing the optimal delivery slot, any time and any place.
Transparency is cited by 70% of customers as their top need for a satisfying online experience. With our solution, the customer stays constantly up-to-date on their order and able to check the status of their delivery. Effective communication and abundant information offer customers the chance to resolve most issues quickly and on their own.
As for brick-and-mortar customers, there are a number of in-store digital features you can take advantage of. In-store kiosks are one way of adding digital enablement within the physical space. By checking in to the nearest kiosk (it doesn’t have to be in your store!), your customers can explore your full assortment, get more details on their favorite products and check out without queues. The products can be shipped to the customer from your own or any third party warehouse.
One of the most liked features by the shoppers today is barcode scanning with their phones to get access to more information of any given product in the store. Barcode scanning gives you an option for adding the kind of inspiring, customer-engaging content that you wouldn’t normally have room for between the shelves. Think about content such as food recipes, user guide videos or assembling instructions for a few examples.
Self-checkout is a customer friendly and cost-efficient alternative to the traditional cashier-staffed checkout. Self-checkout provides an opportunity for your customers to process their own purchases using their phone or tablet. The shopper logs in to their shopping app, and using either a pre-planned shopping list or by choosing items on-the-go, uses their mobile device’s barcode scanner functionality to scan the products. Finally, the system processes the payment and the customer is free to exit the store.