Retail Customer Experience Solutions
Design faster, fairer in-store journeys that reduce wait times and improve conversion across formats and regions.
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Retail CX, outcomes-first
Retail Customer Experience Solutions
Modern retailers compete on waiting time, service time, and the quality of each customer touchpoint. Research shows that longer waits depress satisfaction, so actively managing perceived and actual waits is essential (peer-reviewed evidence). (ScienceDirect) An outcomes-first stack organizes queues, appointments and store occupancy, engages shoppers with digital signage, and measures the journey with people counting, NPS/CSAT, and operational SLA adherence-capabilities associated with loyalty and revenue gains when CX improves. (Forrester) Dashboards (e.g., Spectra) surface footfall, dwell time, store traffic patterns, and service performance for action at head office and store level.
Retail Realities, Quantified
Footfall is volatile, space is finite, and patience is limited-queueing and capacity decisions directly influence revenue and loyalty. Independent indices track these shifts. (The American Customer Satisfaction Index)
Peaks and Queues
Seasonal spikes and service bottlenecks raise walk-away rate and depress conversion; managing waits improves satisfaction. (ScienceDirect)
Fragmented Journeys
Uncoordinated appointments, BOPIS pickups, and linear queues create congestion; coordinated orchestration is now a core priority. (accenture.com)
Blind Spots
Limited people counting and CSAT/NPS feedback hide correctable issues; robust measurement underpins CX and loyalty outcomes. (Forrester)
Enhanced Customer Experience
How the Stack Fits
Built for measurable store performance.
Queue and Orchestrate
Manage virtual and linear queues across service desks and pickup points. Assign by skill, regulate occupancy, enable mobile queueing, notify via SMS, and publish wait times to displays for fair, transparent service (best-practice guidance). (Harvard Business Review)
Book and Plan
Offer online appointment booking for fittings, consultations, technical help, and personal shopping. Smooth demand peaks, align staffing, and blend walk-ins with scheduled customers using pre-arrival coordination.
Engage and Inform
Use digital signage to guide traffic, confirm tickets, promote offers, and reduce perceived waits; shoppers increasingly respond to in-store digital experiences. (Deloitte)
Proven retail impacts
Aligning queues, content, and staffing cuts friction and recovers sales otherwise lost to walk-aways; improved CX correlates with loyalty and revenue.
26%
Improvement in shopper efficiency
53%
Improvement in brand perception
32%
Reduction in cart abandonment and walk away rate
Featured Retail Solutions
WhatsApp Virtual Queuing Solution
Enable customers to join queues via WhatsApp, reducing wait times and improving experience.
Mobile-Q – Virtual Mobile Queuing App
Customers join queues from smartphones with real-time updates, improving efficiency.
UNO-Q Linear Queuing
Single-line system that streamlines customer flow and reduces wait times.
SafeQ People Counting
Monitor foot traffic in real time to optimize space and service.
Customer Feedback System
Collect and analyze customer feedback in real time to improve service quality.
Ticket Dispenser
Automate ticket issuance to manage queues efficiently and reduce customer wait times.
Integrations
Built for Retail Stacks
Connect with POS, workforce management, BI/analytics, and marketing tools; align with occupancy thresholds and privacy approaches appropriate to your markets. Reviews emphasize privacy-by-design. (ScienceDirect)
Where it Fits Best
Typical deployments by format and service model.
Service counters
Manage returns, exchanges, tech help, and billing with fair virtual/linear queues and digital signage. Publish live waits and call next via screens using real-time queue updates. (Harvard Business Review)
BOPIS / Pickup
Coordinate click-and-collect with appointments and SMS to stagger arrivals, hold SLAs, and avoid curbside congestion; fulfillment is a CX and competitiveness issue. (accenture.com)
Consultations
Personal shopping, fittings, or device advice scheduled via online appointment booking with reminders and capacity rules.
Self-service
KYC / card issuance kiosks for loyalty programs and account tasks reduce desk load; staff focus on assisted sales.
Peak readiness
Configure holiday playbooks: stricter occupancy, extra lanes, targeted signage, and extended hours with staffing forecasts. Trends reporting highlights preparedness. (Deloitte)
Proven in the Field
Explore deployments across formats and regions.
20 Jan 2025
Bank of India
Reduced customer wait times by 30% using queue management and self-service kiosks.
19 Jan 2025
SBI (State Bank of India)
Streamlined branch traffic with digital signage and appointment scheduling.
18 Jan 2025
Emirates NBD
Improved customer journeys using virtual queuing and WhatsApp notifications.
Frequently asked questions
Everything you need to know about the product.
Most retailers first see reductions in waiting time and walk-away rate, followed by steadier occupancy, higher CSAT/NPS, and better SLA adherence. Independent indices link stronger CX to loyalty and revenue impact. (Forrester)
Via APIs and connectors to POS, WFM, BI, and messaging/SMS. Queue/appointment events can inform staffing and content rules, while dashboards consolidate KPIs for store and HQ.
Pilots for a few counters can go live quickly; multi-store rollouts follow phased playbooks for training, content, and data governance. Timelines depend on integrations and hardware readiness; current retail trendlines emphasize rapid iteration. (Deloitte)
Journeys can be configured to minimize personal data, enforce retention, and align with regional privacy expectations; people counting and in-store analytics should reflect privacy-by-design principles. (ScienceDirect)
Yes. Digital signage and queue endpoints can reuse existing screens and peripherals where compatible; guidance for virtual queue design and live wait communication is well-documented. (Harvard Business Review)
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