In the age of choice, where customers can shop anywhere and anytime, providing a great in-store experience is key for brick-and-mortar retailers. Delighting the customer is one of the best ways to create additional revenue; happy customers are more likely to return, and more likely to recommend your business to others.
Today’s shoppers are busy and tech savvy – they expect their shopping experience to be smooth and seamless with an emphasis on customer service. For businesses, this is particularly important when accepting payments.
Here are three ways you can delight your customers by creating a smooth in-store payments experience.
Tip #1: Let your customers pay their way
Australia and the rest of the world are fast becoming cashless, and new technologies now mean customers have a greater choice in the way they want to pay. Businesses that adapt and accommodate customers preferred payment options, whether it be debit, credit, contactless or mobile payments will make it easier for customers to spend, and provide a better, frictionless experience.
The popularity of Mobile payments is increasing and as tourism continues to grow, there is increased demand for a familiar and convenient way to pay whilst travelling, and QR payments using platforms such as Alipay and WeChat are dominating. Alipay and WeChat Pay together account for over 93% of China’s mobile payments and have enabled overseas payments for their 520 and 800 million respective active monthly users in 2017.
Tip #2: Don’t keep your customers waiting at the checkout
In the era of internet shopping where customers can get same-day delivery from the comfort of home, it’s safe to say that today’s shoppers don’t like to wait.
Reducing queue times at checkout is a great way to speed up your customer service and provide a smooth customer experience. Accepting contactless payments and integrating terminals with your point-of-sale (POS) system not only reduces waiting times for customers, but also frees up your staff to engage and delight. Merchants that integrate with POS also see benefits from improved accuracy and quicker and easier end of day reconciliation.
Smartpay has developed robust integration technology to connect with many different POS vendors. We have options that work with cash registers, desktop or cloud-based POS systems, or apps on tablets or smartphones.
Tip #3: Keep your staff focus on your customers, not the machine
In an increasingly competitive retail environment, creating more time to engage and build relationships with your customers is key.
Customers love to be acknowledged, remembered, understood and to feel valued on an individual level. Personalising the experience for your customers requires your employees to spend time with the customer, asking great questions to understand them on a deeper level.
Starting with the basics of implementing reliable technology and partnering with a payments provider that offers round-the-clock support is a great way to set the groundwork for freeing time up to focus on personalising the experience for your customers.
Think about where and how you need to accept payments. Your solution should work with your existing technology, including your internet connection, and support a variety of payment methods. If you need to accept payments away from a counter-top, you may want to consider a mobile terminal.
Sometimes technology fails. If it does, you want to be confident that you will get the technical support you need to get you back up and running, fast. Smartpay offers a 24/7 phone-based support service and our helpline team can help you with your technical queries.