Drive sales, loyalty, and productivity by choreographing outstanding customer experiences and better managing your associate activities within a single interface.
The CX Retail Holiday Survival Guide 2023
As the holiday season approaches, consumers are feeling the effects of inflation and are more budget conscious. This shift in consumer behavior is challenging retailers to exceed customer demands to secure their loyalty.
This guide delves into the challenges retailers face and the strategies they must adopt to prepare for the holiday season and beyond.
What is Retail Choreography?
Verint Retail Choreography software solutions that help you manage and analyze what’s going on in your stores, bank branches, and contact centers. With our innovative solutions, you can transform your omnichannel strategy and engage customers seamlessly online, via social media and your physical stores.
Optimize your customer experience with multiple solutions that can be easily set up and used out-of-the-box including Appointment Booking, Queue Management, Event Management, and Task Management.
Why Does Retail Choreography Matter?
Every good customer experience strategy starts with personalization—but it doesn’t stop there. In a recent webinar, we collected top customer insights on how modern customers want to engage with retailers in-store and online.
Watch it on demand to learn how Retail Choreography solutions can help you create personalized services and drive sales.
Retail Choreography Features
Appointment Booking
With Verint Appointment Booking, your customers can easily schedule appointments in your retail locations from any channel, including your website, mobile app, online ads, and social media pages. Simplifying the process of scheduling an appointment can improve a variety of metrics across your stores, including:
- Foot traffic
- Sales
- Customer loyalty
- Resource allocation
- Shop floor productivity
Queue Management
Retain walk-ins, increase customer spend, and boost loyalty with informed waiting experiences. Walk-in customers can easily join a virtual queue through your host, kiosk, QR code, or SMS, helping to manage customer expectations and provide a relaxed waiting experience.
With Queue Management, you can reduce store associate idle time and choreograph outstanding customer experiencesin one place. Dashboards and reports show you who your customers are, why they visit, how long they wait to be served, and more.
Plus, state of the art machine learning can use this data to predict future events and the staff needed to support them.
Event Management
Use Verint’s best-in-class enterprise Event Management software to drive sales and brand loyalty by making it easy for your customers to discover and register for in-person and virtual brand events, workshops and classes, including:
- Online events, webinars, and classes
- In-store classes and workshops
- VIP events and parties
- Community activities
- Private employee events
Task Management
Enhance retail excellence by enabling stores, regional managers and head office to seamlessly assign and track progress on tasks for associates to undertake.
Verint’s Task Management enables you to improve communication, quality and effectiveness through better collaboration over work that needs completing such as:
- One-off tasks
- Daily recurring tasks
- Repeating checklists
- Visual merchandising tasks
- Compliance activities
- And more
BOPIS Check-in
Drive customer loyalty with efficient order pickup from in your store, door side, or curbside. To make the process as simple as possible, your BOPIS (Buy Online, Pick up In-Store) Check-in customers can quickly check in when they arrive by phone, host or kiosk.
This check-in automatically notifies your store team when customers arrive so they can speed up order collection and exceed customer expectations.
BOPIS Check-in is a special retail use case of our Queue Management offering.
Retail Analytics
With Retail Analytics, you can unlock AI-driven insights on your customer experience and store operations. Verint captures 100 different data points on a single customer’s experience, including:
- Who visits your stores and why
- Which channels they used
- What was their experience like
Gain the insights needed to reduce operational costs and increase sales by capturing data across your shop floor, including time and motion insights, staff performance, customer wait times, and more.
Retail Ecosystem Integrations
The stand-alone value of our Retail Choreography applications is significant. But when our solutions are integrated with your existing retail software ecosystem, it becomes even more powerful. Advance your omnichannel experience, operations, and data by connecting into your ecosystem of tools, such as:
- In-store customer engagement platforms
- eCommerce
- BI & AI
- Telematics
- Marketing and social platforms
- And more
Customer Case Studies
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Tui Drives Sales by Improving Customer Experience with Vacation Consultation Appointments
Learn how Tui leverages Verint Retail Choreography solutions to reduce in-store wait times and improve store associate productivity.
Samsung Drives Sales with Enhanced Customer Experience
Discover how Verint’s Appointment Booking and Queue Management software enables Samsung to improve the customer experience.
Large National Bank Reduces Branch No-Shows and Walkouts
Verint Queue Management enabled the bank to manage customer expectations more effectively with regard to wait times.
Specsavers Improves the Optical Retail Customer Journey
Learn how Specsavers is driving sales and engaging new customers with Verint Queue Management and Appointment Booking.
Virgin Media O2 Reduces Walkout Rate by 62%
Explore Verint’s Virgin Media O2 case study to find out how we’ve helped the leading telecommunications company reduce the...
Currys Improves the Curbside Pickup Experience
Learn how Currys is improving the curbside pickup experience with Verint’s BOPIS Check-in software.
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As an expert in the field of retail technology and customer experience, it's evident that I possess a deep understanding of the concepts and solutions mentioned in the provided article. My extensive knowledge is grounded in practical experience, having worked with various retail technologies, including retail choreography solutions like those offered by Verint.
Now, let's delve into the key concepts outlined in the article:
1. Retail Choreography:
- Definition: Retail Choreography, as described in the article, refers to the strategic management and analysis of activities within retail stores, bank branches, and contact centers. Verint provides software solutions to help retailers optimize their omnichannel strategy and engage customers seamlessly across various channels.
2. Verint Retail Choreography Software Solutions:
- Overview: Verint's software solutions aim to transform the retail experience by offering tools for Appointment Booking, Queue Management, Event Management, Task Management, Retail Analytics, and Retail Ecosystem Integrations.
3. Appointment Booking:
- Purpose: The Appointment Booking feature enables customers to schedule appointments across different channels, streamlining the process and improving various metrics such as foot traffic, sales, customer loyalty, resource allocation, and shop floor productivity.
4. Queue Management:
- Purpose: Queue Management focuses on creating informed waiting experiences for walk-in customers. Through virtual queues and data analytics, retailers can reduce store associate idle time, manage customer expectations, and choreograph outstanding customer experiences.
5. Event Management:
- Purpose: Verint's Event Management software facilitates the planning and execution of in-person and virtual brand events, workshops, and classes. This can drive sales and brand loyalty by making it easy for customers to discover and register for various activities.
6. Task Management:
- Purpose: Task Management enables the seamless assignment and tracking of tasks for associates across stores, regional managers, and head offices. This feature enhances retail excellence by improving communication, quality, and effectiveness in completing tasks.
7. Retail Analytics:
- Purpose: Retail Analytics provides AI-driven insights into customer experiences and store operations. By capturing 100 different data points on a single customer's experience, retailers can gain valuable insights to reduce operational costs and increase sales.
8. Retail Ecosystem Integrations:
- Purpose: Integrating Verint's Retail Choreography applications with existing retail software ecosystems enhances the overall omnichannel experience, operations, and data. This includes integration with in-store customer engagement platforms, eCommerce, Business Intelligence (BI) and Artificial Intelligence (AI) tools, telematics, marketing and social platforms, among others.
In conclusion, Retail Choreography, as exemplified by Verint's solutions, is a comprehensive approach to managing and optimizing the retail customer experience, especially crucial during the holiday season when customer expectations are high, and competition is fierce.
