Retailers are Looking at Self-Service Solutions. Will You Deliver?

Retailers need your technology and industry expertise to improve their self-service experiences.

Today’s typical retail customers want the easiest, most user-friendly shopping experience. Consumers have become used to the quick, easy click of “add to cart” online. An astonishing 96 percent of brick-and-mortar retailers indicate significant growth in consumer requests for that same level of convenience and ease of use–with 81 percent of consumers wanting more self-service options in stores.

Interestingly, your clients’ perception of how well they’re meeting those expectations may be overinflated. Only 15 percent of consumers reported high satisfaction with the technology currently available. Additionally, CXM Today points out, “The majority of consumers (57%) surveyed said they would abandon a brand after one or two negative digital customer service interactions, yet most businesses tend to underestimate how quickly that could happen.” It’s apparent that merchants need to implement platforms that deliver enhanced customer experiences.

In-Demand Self-Service Solutions

Evaluate your market for gaps in these areas to find opportunities to grow your business:

• Self-Checkout: Consumers want to get in and out of the store fast and without the headaches of long lines or waiting for transactions to complete on outdated technology. Self-checkouts can remedy these issues. IBM research found that 71 percent of customers use in-store checkout or would like to use it if available.

Give your clients the advantage of self-checkout solutions with user-friendly interfaces, features that mitigate loss prevention, and integrate with their point of sale (POS) or retail management systems.

• BOPIS/Click-and-Collect: The number of consumers buying online and picking up in-store increased worldwide in 2022. Consumers in the UK and Germany top the list at 58 percent and 44 percent, respectively, using the option.

Some retailers have adopted a smart locker system for in-store pickups to give customers a self-service option. When customers arrive at a store to retrieve an order, they scan or enter a code rather than wait for an associate’s assistance. Offering a space-saving, secure, reliable solution is an opportunity for technology solutions providers (TSPs) to meet growing demand.

• Self-Service Returns: Self-service return solutions can avert frustration for consumers and retailers. These solutions allow customers to complete returns or exchanges on their own, simplifying and accelerating the whole process. With a few clicks at a kiosk, returns or exchanges of purchases that consumers made online or in-store are complete, substantially improving the experience and saving time.
• Endless Aisle Solutions: Research shows 43 percent of consumers abandon a product after experiencing two or more stock-outs, translating into a loss of revenue for merchants. Endless aisle solutions can prevent lost sales by offering expanded inventory via technology. If a customer’s desired item isn’t available in the store, they can shop a catalogue of merchandise available at other locations for in-store pickup or home delivery. Like the endless aisle, self-service solutions offer an intuitive touchscreen with product categories and lists of available items at the tap of a button. With high inventory accessibility, customers are less likely to abandon their product or look to buy it from the competition.

Benefits of Self-Service Solutions to a Merchant’s Bottom Line

Your clients will see ROI from self-service solutions in several ways, including:

• Increased operational efficiency: Self-service options improve traffic flow, maximize space, and allow employees to focus on revenue- and loyalty-building tasks.
• Lower labour costs: Although self-service solutions require an upfront investment, they allow your clients to make the best use of labour and minimize overtime.
• Consistent upselling opportunities: Merchants can configure self-service solutions to upsell consistently, increasing revenues by 10 to 30 percent.

How Can You Meet the Demand?

Consumers’ desire for more autonomy when they shop in-store is an opportunity for TSPs to provide new solutions to their markets. Using your expertise to select technology and integrate self-service systems seamlessly in your clients’ IT environments will result in the experiences consumers want while increasing operational efficiency for your clients.

Identify your clients’ needs and meet the demand for self-service.