Data analysis has become an important trend in the world of technology. Each purchase, digital interaction or keyword entered into a search engine generates data about the user which can then be easily used to create a personalized service or product. So how, if you work in retail, especially in large-format stores, can you guarantee perfect customer service? How can you predict customer behavior?
Under the watchful eye of a camera
These were the questions that our client, one of the giants of the electronics industry, kept asking. To help them find answers, we offered to implement a system analyzing anonymized data about the number and behavior of customers. The system provides store owners with access to analytical data about their customers, bringing a number of benefits to their businesses.
- Improving the speed of customer service based on real-time information about the length of queues in the store.
- Displaying data in real time.
- The ability to learn about customer shopping paths and behavior.
- Opportunity to plan store infrastructure and verify the quality of customer service on an ongoing basis.
The system is based on images from cameras and software that analyzes data about the movement and behavior of people, making it possible to generate statistics.
Monitoring of parameters
Video analysis is supported by innovative technologies and uses among others machine learning algorithms. All collected data is presented in the form of easily accessible statistics. The system also enables sending alerts when the set KPI values are exceeded. An additional strong point of the software is the possibility of integration with other systems used by the client.
The software makes it possible to monitor parameters which are important for the company, and which influence purchasing decisions. Thanks to its implementation, our client has quickly found out what product ranges are the most interesting and draw the target group to the store. They have improved the process of customer service and adjusted promotional activities to the clients’ preferences, at the same time increasing their satisfaction level.
TT’s 2020 Global Customer Experience Benchmarking Report shows how important and helpful the use of new technologies in the retail industry is. According to the results presented in this report, as many as 70% of organizations serving customers from around the world confirm that the most important driving force for introducing digital transformation is the desire to improve the quality of customer service. After all, the final rating of a visit to the store depends primarily on customer feelings and the satisfying of their needs. That is why it is worth investing in innovations that allow you to take care of them, and in this way bring new opportunities for business development.
