Using augmented reality to improve customer service
Stores of the future will offer customers a number of options before they even touch a product. At a fashion outlet, for example, a customer could create a complete outfit on-screen, which they could then try on in virtual changing rooms. Digitally enhanced dressing rooms are already being trialled by retailers such as Rebecca Minkoff, as this YouTube video shows.
Increasingly, stores will offer a wider variety of product information and staff will be trained to use connected devices to educate customers. In an electronic goods store, for example, screens might allow someone shopping for a fridge to read reviews and check energy consumption. At this stage they might be able to use a photo they have taken on their smartphone to find out what the product will look like in their home. IKEA has already used augmented reality technology to this effect.
In supermarkets, data collected by loyalty cards could be used to help customers create optimum orders and eliminate waste. So, a single-person household could be helped by ‘intelligent scales’ to buy just enough fresh produce to last until the next shop so they don’t have to throw away uneaten food. If a customer is having a dinner party, or simply a cosy meal for two at home, they could use a virtual store assistant to help create an ideal menu. All the ingredients could then be brought to customers in the right quantities.
More customisation, more flexible ‘Sales Assistants’
Sales Assistants are already asked to focus on providing a memorable service for each customer. But in future, they’ll be expected to use technology to maximise brand loyalty and encourage return visits.
The ‘personal shopper’ experience is typically associated with high-end stores. However, with the introduction of connected devices in high street stores, this service is set to go mainstream. Staff are now better able hand to advise, educate and guide the customer throughout the purchase process using touchscreens and smartphones. Expect virtual reality headsets to come into as retailers look for additional ways to differentiate their in-store experience.
New technologies used together, such as virtual reality and 3D printing, will also make it possible to produce tailored items on-demand with short lead times. For example, a couple could visit a shop to choose an engagement ring and walk out with a bespoke product on the same day.