News from Pursuit

A return to the golden age of customer service

SmartMPOS launched in the jewellery retail sector in August and was then launched to the wider retail sector a few weeks later. Among its many advantages are an ability for shop staff to interact with the customer as they enter the shop; the ability to take payment anywhere in the store; the ability to check what goods are in stock or order something in for the customer; it even allows the shop assistant to make suggestions based on previous shopping history. In short it empowers staff, improves customer service and increases productivity and sales.

Which is all well and good if you are a large retailer with the time to spend on new systems and the resources to train staff – surely SmartMPOS is out of reach for smaller, independent shop-keepers who have just a handful of staff and are working all hours to make sure their business survives in these challenging times?

Well actually, SmartMPOS is perfect for the independent retailer for just those two reasons. It is relatively cheap to install SmartMPOS and the training required by staff is minimal.

Here’s why.

SmartMPOS has a low infrastructure cost, meaning it is a perfect solution for businesses with low transaction values. Because SmartMPOS integrates with existing systems, there is no need for a total technology re-fit. There will be no lost trading time as the system is upgraded and with a monthly rental price starting as low as £17, this is a truly cost-effective solution. We would be surprised, if not astonished, if the increased productivity that SmartMPOS enables doesn’t counter the price of incorporating SmartMPOS into your operation.

When it comes to staff training on the SmartMPOS system, we have gone for familiarity. SmartMPOS uses a tablet, with which the majority of people are very familiar. The system is intuitive and staff will be able to transfer to the new system quickly and with minimum time needed for training.

There are other reasons why SmartMPOS is the perfect fit for a smaller operation.

The ethos behind most independent shops is one of high levels of customer service. Independent shops rely on customer loyalty and they generally look to achieve this by encouraging staff to interact with customers, perhaps to a greater extent than many larger retailers. SmartMPOS helps staff in this aim. By using the tablet to access a customer’s purchasing history, the shop assistant has prior knowledge of what the customer might be looking for.

Prior knowledge can also help an assistant to offer other purchasing options that the customer may not have considered. “Last time you were in, you bought that shirt in green, we have a lovely blue shirt in the same range now.”

And then there is the convenience factor. By interacting with the customer on the shop floor, the assistant is removing the need for the customer to queue or wait. For the period that customer is in the shop, from first interaction to final payment, the shop assistant is offering a bespoke service – what customer would not like that?