Frontline customer service employees are part of the experience.
They can help customers make the right purchasing decision and close more sales.
By using smartphones and tablets, associates can be better informed about customer preferences and previous purchase history, which can help them provide personalized recommendations.
Retailers should invest in associate training and digital tools to optimize their day-to-day operations to spend more time with their valued customers.
In mid-2021, Walmart launched Me@Walmart smartphone program and provided 740,000 Samsung smartphones to their associates for personal use.
These smartphones are preloaded with Walmart apps that help them efficiently accomplish their work.
When stores use AR, AI, and voice technology, they can help associates quickly locate products in the backroom and replenish them on the floor.
And when using voice commands, they can perform several operations rapidly.
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