PASADENA, Calif.--(BUSINESS WIRE)--As brick-and-mortar retailers continue to struggle, QLess customer interaction management (CIM) solutions significantly reduce no-shows and walkaways, improve employee productivity, and minimize time spent in checkout lines, helping stores deliver superior customer experiences and capture lost revenue opportunities.
Despite a modest rise in in-store sales this holiday season, the effects of e-commerce’s popularity are intensifying for traditional retailers. Online shopping continues to grow at a rate up to three times higher than the retail industry’s overall growth, while traditional powerhouses are declaring bankruptcy and malls shut their doors in record numbers. To help combat these trends, the QLess platform empowers retailers to ensure a competitive customer experience in the wake of what CNN is calling “retail’s toughest year” and demonstrate to loyal customers that these stores are committed to providing superior shopping experiences.
“The challenge we’re seeing with brick-and-mortar retail today is that stores are having to find ways to compete with the ease of ordering anything you want without even leaving your home,” says QLess founder and CEO Alex Bäcker. “With intense competition from e-commerce, brick-and-mortar retailers have to offer a compelling reason to visit their stores beyond the product itself. Successful stores need to take the consumer experience seriously.”
It’s not all doom and gloom for physical retail though, says Bäcker. “85% of consumers report that they like to shop in stores before they make that final purchase decision, and as many as 92% of transactions resulting from online inquiries are completed offline. Together with the price-match guarantees that many stores are offering, an emphasis on customer experience and on the unique strengths of physical retail can convert many of these consumers into buyers – many statistics are in your favor.”
To improve the customer experience of brick-and-mortar retail, digital transformation is essential. However, a major obstacle to success has been the expense of these initiatives. Many malls, for instance, are investing in digital touch directories, which can cost tens, if not hundreds of thousands of dollars – a hefty price tag that is ultimately passed down to renters. Moreover, these directories don’t integrate with the mobile-enhanced experiences that these spaces should be offering to compete with e-commerce. Applying the QLess platform, malls can empower shoppers to map their routes, schedule personalized time with boutiques, and eat at their leisure, creating a VIP experience.
For more information about QLess’s customer experience management solutions for retail, please visit www.qless.com/retail.
QLess is the world's premier queue management and customer experience platform, headquartered in Pasadena, CA. The company's mobile queuing solutions are used around the world in more than 1000 locations to save customers time and improve business productivity. QLess was founded in 2007 and is privately held.