When it comes to in-store customer experiences, carriers and retailers are often most concerned with what’s on the surface. Over 75% of companies say they lose customers due to issues with wait times.
According to one researcher, “the psychology of queuing is [often] more important than the statistics of the wait itself.” As much as you try to improve surface-level experiences to make wait times more bearable, all it takes is one negative incident to lose a customer forever. And since it’s impossible to eliminate queues altogether for mobile device sales processes that take longer than the average retail checkout, you have to look deeper for opportunities to improve the experience.
In addition to bringing surface-level improvements to queue experiences, consider how behind the scenes trade-in integrations can have a positive impact on overall customer satisfaction.
The Swivel Chair Problem for Trade-Ins
Trade-ins are increasingly part of mobile device sales processes. Every quarter, we see continued growth of the secondary market, creating a win-win scenario for carriers/retailers and consumers.
But even the promise of potentially hundreds of dollars toward a new device isn’t enough to outweigh glaring customer experience issues. These issues often revolve around the “swivel chair” problem for your sales reps.
Despite the connection between device trade-ins and new device sales, the two processes are often entirely separated behind the scenes. Sales reps are forced to swivel chair between systems in an attempt to determine trade-in values, generate a coupon code, and apply that coupon code to the new device purchase. It’s a tedious process that only serves to increase wait times and give customers more reasons to leave for a competitor.
Removing this constant swivel chairing from trade-in and new device sales processes will give customer service reps the support necessary to speed up transactions. Doing so requires an ability to integrate trade-in systems with your point of sale equipment.
Streamline Experiences with Behind the Scenes Integration
Giving customers a way to estimate their trade-in value credit before seeing a sales rep means they can spend their wait times browsing accessories they might want for a new device. That’s great for in-store experiences but doesn’t mean you couldn’t benefit from speeding up transaction times.
Integrating trade-in and sales processes behind the scenes does just that through:
- Instant Credits: Rather than having to create a coupon code in a separate system, integrated tools can instantly generate credits for specific device trade-ins. All of this can be done directly in the point of sale system to eliminate swivel chairing.
- Seamless Checkout: The instant credit generation isn’t just a benefit for behind the scenes workflows. It completely eliminates headaches for customers by automatically adding credits to checkout carts. Rather than going through the process of deciding where to apply credits, the trade-in value is deducted from the final bill.
- Real-Time Insights: Behind the scenes integration of business intelligence systems and trade-in technology means you get real-time pricing data fed to each customer transaction. You can quickly provide reliable valuations that make customers happy and eliminate adjustments later on.
Unifying every aspect of mobile device upgrades and purchases will go a long way for improving customer satisfaction. Unique customer-facing initiatives and creative promotional offers can only take you so far if in-store wait times are unbearable. Taking advantage of a system that will work behind the scenes to empower sales reps to better serve customers is the best means of accelerating queue times.
But not all trade-in systems are designed to integrate with point of sale solutions. You don’t want a tool that you’ll have to force to work at the point of sale. Instead, you need a white label solution that will integrate seamlessly with existing systems.
The HYLA trade-in platform is designed to meet these needs. We’ll work with you to create a unified transaction process that will maximize satisfaction scores for in-store experiences.
If you want to learn more about how we can help you with behind the scenes integration, contact us today.