Retail Touchpoints: CRM for Brick-and-Mortar Businesses: How Virtual Queueing Software Provides Valuable Customer Insights
Article Publish Date: November 7, 2022
We live in a data-driven age, and nowhere is data more important for your business than in your ability to know your customers. For brick-and-mortar locations, gathering the insights needed to deliver a truly personalized customer experience without a customer relationship management (CRM) platform can definitely be a challenge.
You might know roughly who your demographic is based on website interactions or order history, for example, but in-depth understanding of your buyers remains elusive. If you serve people face to face, you gain a competitive advantage by streamlining customer service, and you gain access to meaningful customer insights by implementing a virtual queue management system.
When customers check in for service, either remotely or on-site through a kiosk or QR code, the software leads them through a series of questions that identifies the service they need and the appropriate department or location. Workers are aware of what your buyer requires and can prepare the applicable products and services before they arrive.
Once your customer is in front of them, a staff member can complete transactions quickly and efficiently. Not only does your shopper receive more personalized service, but your employees can also serve more people without feeling overwhelmed.