A Real-Time Solution to Understaffed Stores

Retail stores are understaffed. Many workers never returned to their jobs once the pandemic eased, while a wave of disgruntled workers have left the industry permanently, and many older workers have retired.

This has made it tough for retailers to welcome consumers back to brick-and-mortar shopping.  Shoppers’ expectations have risen as well. Accustomed now to getting instant answers to their questions online, they expect even more information to be readily available when they take the time to check out your products in real person. But most retailers simply don’t have enough associates adequately prepared to serve customers well. Even when a store is fully staffed, associates are often otherwise occupied, or merely reticent to offer assistance.

The understaffed store (in both bodies and expertise) is something all consumers have experienced at one time or another. You’ve found a line of products that interest you and have your eye on one or two. You’d really like to know more about your choices. What’s the difference between the two options? Which one is the best choice for my specific needs? Will I need to buy any accessories? Does the price include a warranty or protection plan? How do these products differ from similar competitors’ products? As these and other questions swirl around in your head, you look up and down the aisles in a desperate search for answers. A couple of employees are busy restocking shelves, and when you find one free, they say they aren’t familiar with the brand anyway. Another one is working on inventory, and as you approach them, they avoid eye contact or maybe even walk away.

If you do find an available associate willing to assist you, chances are that, as caring as they might be, they really aren’t knowledgeable enough for you to make a confident purchase decision. The result? You leave the store in frustration, and the store loses not only a sale but possibly also a customer—forever.

The solution to staffing shortage woes? AskMe™. It’s a simple yet powerful tool that gives associates and customers immediate, in-store access to virtual brand experts. Attached to your product or the shelf is a cling tag with a QR code that the customer scans with their phone on the spot. Up pops a brand expert, via text, video chat, or phone call, who is ready to help the customer understand all about the product line so they can make an informed buying decision. Right then and there.

AskMe provides two essential advantages here. One, staying up to date on a product line—and having comprehensive, fresh knowledge of features and functionality of different brands, models, or versions—could be a full-time job for a retail associate. But highly trained AskMe experts step in with the latest knowledge at hand, leaving store associates free to handle other valuable tasks. Two, customers have the full attention of an expert whose sole purpose is to provide meaningful information that can help guide them to a high confidence level in their final product purchase.

AskMe experts can be in one store—or every store—are available anytime, and are equipped with deep product knowledge that empowers customers and associates alike.

The reality is that, with their plethora of duties—conducting transactions, managing inventory, re-stocking shelves, receiving shipments and deliveries, directing customers to the right aisles, and on and on—retail associates cannot possibly be expected also to understand and maintain fresh knowledge of all the nuances of the vast array of the products they sell. For instance, the average big box electronics store sells thousands of products; a home improvement center sells tens of thousands. Retail associates are overwhelmed, to say the least. They have neither the bandwidth nor the ability to provide customers with the kind of detailed information they seek to make a confident purchase decision. In fact, with access to so much information online, customers often arrive at a store with much more knowledge about a product than the staff.

Thus, even your most dedicated and loyal retail associates share an overriding fear that they won’t be able to properly meet customers’ expectations for the depth and breadth of assistance they require.

But it doesn’t have to be this way. Overwhelmed retail associates will appreciate the support of AskMe. AskMe provides customers and associates instant access to remote product experts via live chat, text, video, or phone. The retail associate can connect in real time to the expert on behalf of the customer, or the customer can make direct contact by scanning a QR code from a shelf tag via their smartphone. The AskMe product expert, thoroughly trained and educated in all the product features and benefits, and differences among related products, is prepared to assist in-store reps (and even answer direct questions from consumers), make recommendations, and explain the advantages of each product. Experts may also provide product installation tips and troubleshooting assistance.

Retailers and brands will easily discover that AskMe can help them realize increased sales, higher customer-satisfaction rates, and considerable cost efficiencies. AskMe experts can provide wide geographic and time zone coverage, creating a broader reach without having to hire additional on-site staff.

AskMe gives retailers a powerful way to raise the bar on their customers’ experience.

For brands that need brand experts to support their products, it’s nearly impossible to cover every store in every market during all store hours. Not only that, but it’s sometimes challenging to control how your brand message is being conveyed from one location to the next. Because, let’s face it, you can’t be in two places at once. Extrapolate that to several hundred or thousands of stores, and the dilemma is apparent.

At present, there are 1,045,422 brick-and-mortar retail establishments in the U.S.

Of course, your product is not in every one of them. But for national—or even regional brands—your retail footprint can be vast, making coverage by a brand expert a challenge.

Often, brands will target their marketing efforts to concentrate on stores with the greatest opportunity. But that still leaves all your other stores uncovered. How can you get your brand message across the way you want in every store?

AskMe can help.

Or, in actual usage, ask Todd or Suzy or Alethia or Jameson… all knowledgeable members of your AskMe brand expert team. And they are not artificial intelligence bots but real, live people who are standing by virtually, dedicated and equipped to answer customers’ questions, assuage their fears, compare features, give installation tips, recommend accessories—whatever it takes to help customers understand the value of your products and make a confident decision to buy.

AskMe works via a QR code embedded in a product or shelf tag. The customer simply scans the code with their smartphone—or iPad or other digital device—and can reach a brand expert through chat, video, text, or call. Connection to a brand expert is instant, and customers appreciate the convenience of getting quick, professional information about products they are interested in without running up and down the aisles trying to track down a store associate or brand representative. AskMe brand experts are also prepared to demonstrate products via video and can even fill an order and arrange delivery.

Customers without a digital device can ask a store associate to scan the code and make the connection for them. But research shows that most in-store shoppers stay active on their phones anyway, busily comparing different brands, models, and prices, which is where AskMe can step in and provide all the answers.

With AskMe you aren’t limited to supporting only select stores, you can have brand experts supporting every store.

Improve Rep Support for a Larger Slice of the Pie

Training comes with plenty of challenges. But when labor is in short supply, you may find yourself without enough face-to-face trainers to train new hires. And in smaller, secondary markets or low-volume stores—even when staff is abundant—it’s often impossible to send trainers to stores with the frequency needed to maintain the right training cadence.

AskMe can help you solve this conundrum.

Imagine that one of your sales reps is placed in a secondary market location and is rarely visited to train them on the latest new features, promotions, or upgrades on a highly competitive product. They may be delivering excellent customer service, but their sales are not up to par simply because they lack the vital knowledge needed to fully inform customers about the advantages of your brand. And, without the latest information, they’re not delivering a consistent brand message everywhere your product is sold.

Think about it: Even if you spend marketing dollars to drive customers into the store, if your messages aren’t getting to the retail floor, your sales are going to suffer.

But then one day, your under-trained rep meets Julie, a live brand training expert, via voice, text, chat, or live video call, through AskMe. Julie is there to partner with your rep, anytime they have product questions, want to know about special discounts and offers, or need access to sell sheets and training videos.

Now imagine that multiple sales reps throughout any one of your geographic territories can access all this valuable information instantaneously through AskMe. They can get the support they need to truly assist customers in the moment to make a better buying decision. They are more confident, leading your customers to feel more comfortable doing business with you.

AskMe has been used by national retail brands and proven to be a tremendously effective way for them to ensure consistent brand training across all stores and assure customers make the right purchase decisions. It gives you peace of mind and serves you up a bigger piece of the pie.

Improve Rep Support for a Larger Slice of the Pie

Training comes with plenty of challenges. But when labor is in short supply, you may find yourself without enough face-to-face trainers to train new hires. And in smaller, secondary markets or low-volume stores—even when staff is abundant—it’s often impossible to send trainers to stores with the frequency needed to maintain the right training cadence.

AskMe can help you solve this conundrum.

Imagine that one of your sales reps is placed in a secondary market location and is rarely visited to train them on the latest new features, promotions, or upgrades on a highly competitive product. They may be delivering excellent customer service, but their sales are not up to par simply because they lack the vital knowledge needed to fully inform customers about the advantages of your brand. And, without the latest information, they’re not delivering a consistent brand message everywhere your product is sold.

Think about it: Even if you spend marketing dollars to drive customers into the store, if your messages aren’t getting to the retail floor, your sales are going to suffer.

But then one day, your under-trained rep meets Julie, a live brand training expert, via voice, text, chat, or live video call, through AskMe. Julie is there to partner with your rep, anytime they have product questions, want to know about special discounts and offers, or need access to sell sheets and training videos.

Now imagine that multiple sales reps throughout any one of your geographic territories can access all this valuable information instantaneously through AskMe. They can get the support they need to truly assist customers in the moment to make a better buying decision. They are more confident, leading your customers to feel more comfortable doing business with you.

AskMe has been used by national retail brands and proven to be a tremendously effective way for them to ensure consistent brand training across all stores and assure customers make the right purchase decisions. It gives you peace of mind and serves you up a bigger piece of the pie.

Connect Directly to Your Customers for a Frictionless Shopping Experience

Consumers understandably get frustrated when they can’t find the answers they’re searching for—whether they’re shopping in-store or online.

It’s called AskMe®, and it’s a full-service, virtual sales support team your customers can rely on anytime, in real-time, whether they’re shopping online or in your store, to get the help they need. Our clients have found that when customers interact with an AskMe rep, they experience a 19% higher conversion rate and a 6x return on investment.

Customers can chat live with AskMe brand experts via video chat, phone, or text from your associates’ phones or by scanning a QR code found on point-of-purchase or shelf smart display. From providing customers access to immediate product discovery, purchase, and post-purchase support, AskMe is an extension of your sales team that gives them the backup they need.

Able to answer detailed product questions, AskMe reps can assist sales associates with complex sales, including those involving add-ons and attachments. They can also handle product and extended service plan activations, insurance sales, and walk customers through key product features to hit the ground running with their new purchase. You can also rely on AskMe reps to augment your in-store staff during peak times or seasons or for specific scenarios, such as promotions, campaigns, or product launches.

While customers may initially rely on an AskMe brand expert during the product exploration phase of their shopping journey, brands can deliver a full-service experience with AskMe. Once the customer is ready to make a purchase, AskMe reps can process the sale, coordinate delivery, answer questions about and sell warranties, but can also connect customers with post-sale installation and technical support – ensuring customer satisfaction and mitigating unnecessary returns.

From providing expert, detailed product guidance, to offering customized shopping experiences, to facilitating contactless payment, to presenting and coordinating product delivery and more, AskMe reach and help customers along nearly every point of their journey.

Virtual, Consistent Retail Sales Associate Training and Brand Advocacy for Predictable Results

Your retail sales associates have a lot of responsibilities and ground to cover these days.

It can be challenging to ensure they have access to the consistent training and ongoing product education they need to feel comfortable and confident in the products they’re selling, to close the sale, and to deliver a top-notch customer experience while doing it. But every brand you sell has its own value proposition, every associate is at a different stage and has unique needs, and you can’t visit every store. With AskMe, you don’t have to.

Picture your retail sales associates getting the answers they need to serve customers immediately, right when they need it most. AskMe virtual brand experts extend your associates’ product knowledge and empower them to covey each brand’s story in a compelling way by training, coaching, and educating them on-demand, when and how they need it. Associates can summon AskMe experts anytime from a department phone, mobile device, or computer via one- or two-way video chat, phone call, or text to get real-time training and support.

With AskMe, you can provide comprehensive, consistent training coverage to all your associates at all your locations. This means no more guessing, poor performance from your associates, confused customers, and no more unpredictable outcomes for you.

As staffing shortages persist, AskMe allows you to leverage a team of brand experts to extend your in-store reach, coverage, and influence with your associates, ensuring your customers and associates alike have a consistent experience and you enjoy consistent results.

Minimize Customer Frustration and Convert More Sales with Post-Sales Support

According to Microsoft, 90% of Americans use customer service as a factor in deciding whether to do business with a company. Your job may feel complete once you’ve closed the sale, but additional revenue and loyalty opportunities abound once customers get your product home.

What if you could reduce the number of returns while increasing customer satisfaction and brand loyalty?

Before you receive that post-sale “I need help to make this work” customer call, you can reach out proactively to customers to make sure their experience is positive, to find out if they’re having any issues, to coordinate a resolution if they are, and to look for their related or additional problems your products might solve or additional services, attachments, or other ways of making sure they’re getting the most from their new purchase.

This doesn’t have to be another massive undertaking that falls to you and your existing staff. Instead, you can lean on AskMe after-sales service, staffed by highly trained, deeply knowledgeable product experts who are available to engage with your customers virtually, anytime, and in real time.

AskMe experts are equipped both to field consumer-initiated inquiries and to reach out proactively at intervals you define. They’re able to provide additional services the customer needs, including product add-ons or attachments. They’re also trained to provide installation support and troubleshoot post-purchase issues the customer encounters to help them get the maximum value from their purchase.

They’re skilled at customer success: minimizing customer post-purchase frustration, increasing customer product and brand satisfaction, identifying additional or related customer needs, and converting as many additional revenue opportunities as possible.

Let’s face it—most returns occur because a customer lacks understanding as to how to use or engage with your product or because they didn’t realize they need to augment it with additional accessories or services to maximize the product’s benefits. Taking time to patiently answer their detailed questions allows the customer to get both the maximum value from your product and the value they had in mind when they made the purchase. Our experienced experts can provide that peace of mind to customers, mitigating potential returns and turning every sale into a great customer experience.

An active customer success initiative led by AskMe after-sales service:

• Mitigates returns by ensuring your customers understand the nuances of your product, offering on-the-spot troubleshooting, and fostering product adoption and satisfaction
• Optimizes the customer experience
• Deepens positive customer engagement
• Fosters customer loyalty
• Increases sales through add-ons, accessories, or services