Self-service is increasingly popular with today’s retail customers as they seek more control over their time and experiences. In fact, research by Forrester indicates that 76% use web and mobile service channels to resolve their customer service inquiries.
A well-known, Top 10 retailer was experiencing significant problems with its voice and data (barcode scanners and printers) mobile devices in its scores of Distribution Centers and thousands of stores nationwide. Its voice devices, the Spectralink 84xx series WiFi phones, were an obvious problem because they were regularly failing mid-shift which not only caused staff productivity losses but, worse, hurt the overall customer experience. It also resulted in lost sales.
|
|
|
|
|
|
|
|
|