Use of tablets being trialled to provide a better customer service experience.
Children’s toy and games retailer Toys R Us is trialling the use of tablets in its brick-and-mortar locations to help store staff improve interactions with customers. The retailer has rolled out two iPads in each of its stores across the UK to give store advisors easy access to product information.
Frank Muzika, UK lead executive at Toys R Us, commented: “We have to make the store experience altogether more powerful in every way, and one way to do that is to engage with the customer with advanced technology.”
As more consumers choose to make purchases through online channels, stores are now becoming destinations for experiences as opposed to simply locations for making purchases.
Frank said by allowing sales associates to carry a tablet with an endless aisle system included, they had more information about available products and have a better idea of whether the product is available in the store or not.
Basket sizes and sales have increased since the introduction of this in-store technology, according to Muzika, and the retailer has witnessed a 400% uplift in tablet-assisted sales versus normal store upsale since they introduced the capability.