Empowering the Mobile Workforce With Wearable Technology

The mobile revolution will inevitably transform most companies business in the next decade and it will trigger a more radical transformation toward systems of engagement. Mobile engagement empowers people to take the next most likely action in their immediate context and in their moments of need.

But mobile engagement is not only for the customers, there is a host of opportunities and advantages to be gained by empowering the employees with smart, mobile technology.

We can see that retailers are beginning to experiment with wearable technology and devise strategies to complement the capabilities of their existing sales teams with real-time, data-driven insights that help them deliver better customer service. These solutions enable them to deliver improved customer service thus making them attractive in an era of fast-changing product portfolios and high staff turnover.

Information at their fingertips, in their ears or in front of their eyes

Wearables empower front-line employees and create better first impressions to ensure high quality, personalized customer experiences. The staff member becomes more productive by having information at their fingertips, in their ears or in front of their eyes that make it easier to provide great customer service. It allows them to manage walk-ins, pre-scheduled appointments and serve customers with intuitive interfaces. The wearable devices can provide real-time status about waiting customers, customers currently being served and notifications on upcoming visits and appointments.

The picture shows the application Mobile Connect by Qmatic. A mobile and wearable application for the mobile workforce. With the app, employees can:

  • Get alerts and notifications
  • Manage queues and appointments
  • Check in customers
  • Get context marketing messages and information about the customers
  • Add information about service outcomes
  • Measure customers satisfaction and NPS

When I some time ago met with Jo Moran, Head of Customer Support at Marks & Spencers, a major retailer in the UK she told me how they experiment with mobile solutions for their employees allowing them to provide on the spot assistance to customers. M&S have put iPads into some of their bigger stores to help their assisted sellers give a better service – for example they have staff that is focused in their men’s suiting. Here they’ve found iPads of enormous benefit – as part of the overall journey, helping a customer find exactly what they want, tracking down particular sizes or trouser lengths, and then closing the sale.

Mobile and wearable computing in retail thus provides a seamless bridge between the online and physical world. It also put customer information to personalize the meeting in the hands of the employees thus empowering them to deliver better service.
In a not so far future, I am sure we will see more and more service providers also in Sweden embarking on this road.