Customer Experience with iServeStation
In a fast-paced world, delivering exceptional customer service is paramount for businesses. Allevio took up the challenge to transform customer experience for a major telecom client. The result was the iServeStation, a cutting-edge web app deployed on iPads, empowering customers and staff alike, enhancing efficiency, and eliminating waiting time.
The Challenge
The telecom client's retail stores faced a significant challenge during peak hours - inefficiency in serving customers. Long waiting times led to customer dissatisfaction and lost opportunities. Allevio identified the need for a self-helping kiosk-type solution that would allow customers to explore services and plans independently while minimising waiting time.
iServeStation
Allevio developed the iServeStation, a web app accessible on locked iPads, empowering customers and staff with seamless interactions.
Customer Empowerment
Customers, both personal and business, can now browse through plans, explore different configurations, and create carts on the device itself. They can input their contact details, and these details are shared with the store staff for further assistance.
Estimated Time of Service
With real-time data on store activity, the app provides customers with an estimated time of service, enabling them to continue with their activities while waiting.
Timely Notifications
As the customer's turn approaches, the iServeStation sends timely notifications to keep them informed of their status, reducing uncertainty and enhancing engagement.
Streamlined Order Fulfilment
Upon the customer's return, the order is ready to be delivered. The staff member assigned to serve the customer is promptly notified, ensuring a warm and personalised greeting.
Staff Empowerment
The iServeStation also serves the staff by allowing them to queue customers into the system. They can add helpful customer details, aiding other staff members in locating and identifying the customer within the store.
The Technology
The iServeStation is backed by a robust backend marketing system that automatically refreshes rates and products daily. Staff members can also manually update information as needed. The web app, developed with the latest technology stack, is deployed and locked on iPads to ensure a secure and seamless experience.
Results and Impact
The implementation of the iServeStation has brought remarkable improvements to the client's retail stores:
Enhanced Efficiency: Customers now experience faster and more personalised service, reducing waiting time and enhancing overall satisfaction.
Increased Customer Engagement: Empowering customers to explore and create carts on their own devices has led to more informed purchasing decisions.
Staff Collaboration: The app's features enable better staff collaboration, allowing them to serve customers efficiently and locate them within the store effortlessly.
Streamlined Order Fulfilment: By notifying staff members in advance, the app has streamlined order preparation, resulting in smoother transactions.
Allevio's successful implementation of the iServeStation has revolutionised customer experience for our esteemed telecom client. The app's ability to empower customers and staff, reduce waiting time, and improve service efficiency has set a new benchmark in the industry. As a result, our client has witnessed increased customer satisfaction and loyalty, further solidifying their position as a leader in the telecom market.