Although POS software‘s are traditionally thought of as machines for making transactions, their effect on the customer experience is not to be taken usually. From the checkout lane to the customer service point, POS systems have changed the way owners handle customer interactions. By integrating POS with CRM, merchants are able to handle CRM in the background as they maintain normal operations.
Customer service in the checkout lane
Time is equal to money in rules of business. POS software takes this phrase and applies it to the point-of-sale by automating and accelerating many of the steps in the checkout process. Barcode scanners, digital scales, and price databases let sales staff to make transactions much quickly and more accurately than they could by hand with an electronic cash register. For customers, this means a smoother and generally problem free checkout experience. Lines move faster, and everything seems well-organized.
Customer service at the service desk
One of the most critical business features, especially for retailers, is a team of customer service specialists who can answer questions and handle requests. POS systems can support networked computers and mobile devices, allowing you to choose between maintaining a dedicated customer service desk or allowing your departments to serve as their own customer service specialists. Important data, such as individual customer history, customer accounts, inventory, and prices, is available through the system’s databases. Customer service representatives and sales associates can query the system for this information in order to provide fast, detailed, and accurate help for customers. Additionally, staff equipped with mobile devices are better able to help customers on the sales floor, improving service speed that much more.