According to a new report by retail technology research firm IHL group, 85 per cent of larger retailers intend to provide mobile point of sale services within the next three years to enhance their level of in-store customer service.
As group president Greg Buzek explains in an interview with Mobile Commerce Daily, mobile POS technology, is ‘greatly transforming operations and retailers have seen increases in transaction size of up to 25 per cent in certain circumstances.’
For many retailers, mobile POS systems represent a more flexible, and often more affordable, alternative to static service terminals. Primarily through their portable nature, fully integrated POS systems allow customer service assistants to remotely access the information stored on the company’s system wherever they are in the store or venue.
This allows assistants to give customers detailed advice from the shop floor, such as checking current stock availability on a requested product. If a product is not available, shop workers can also arrange delivery to the customer’s address directly from the mobile POS terminal.
Despite these advantages, Buzek warns that mobile POS services may not be appropriate for all brands, and those dealing with a high volume of rapid transactions, such as supermarkets, may see little benefit from the technology.
‘Mobile POS is not for every segment,’ affirms Buzek, elaborating, ‘It is best for specialty soft goods; apparel, shoes, luggage retailers; department stores, and casinos or lodging locations.’
However, Buzek feels no retailer should be ignoring the growing role of mobile in shifting consumer expectations and pushing stores to deliver a more effective level of service across all touch points. As Buzek concludes;
“Retailers are using mobile as a way to rethink their entire omni-channel transaction processing, looking to move to a single business logic regardless of the channel in which the customer chooses to buy.”
You can contact numero for more information on how the growth of mobile is affecting the way businesses communicate with their customers.