Ready to Help
Ready to Help: Measuring Shop Assistant Performance
Customer Service Centric retailer strategies look great on paper, but often fail to materialize on the shop floor. It usually narrows down to human factors. Despite the best intentions and great service standard manuals, retailers lack objective metrics to evaluate shop assistant performance.
EasyFlow can identify customer service assistants by the company uniform they are wearing in store. Software can also identify customer behavior (continuously browsing the same isle, checking the same product, looking around for a shop assistant) when he requires assistance. EasyFlow can measure the time until shop assistant initiates the contact with the client. It also measures contact duration and how many clients requiring assistance were left unattended.
The solution gives retailers objective metrics to evaluate shop assistant performance. The retailer can track the average time-to-contact of shop assistant and check whether it adheres to company standards. Retailers can also compare the metric between company stores. It also helps to identify the workload of shop assistants – how many contacts are initiated per work shift. Unattended client numbers can also be taken into consideration. The solution helps to improve customer experience, have a positive effect on sales and reduce the number of item returns.