July 31, 2024
There’s rarely a good time to take time off when you work in retail — especially if you own the store. Though, to be fair with even the traditionally quiet July turning into “Back to School, Part I”, it’s not much better for managers either. And when you do finally get on a plane or even just head over to head office for a meeting, there’s always the worry that something could go wrong. But other than strategically planning your vacation for the quietest time of the year or knowing that your team is fully up to the task, something we certainly hope is true, there’s only one way to give yourself peace of mind whenever you’re away from the store — real-time mobile updates and access to your store communications.
Why Smart Store Communications Makes a Difference
First, let’s just say we’re not condoning working through your time off. However, we know that small business owners and managers looking after multiple stores can’t be everywhere at once, and sometimes you need to be aware of what’s happening in‑store.
That being said, let’s take a look at what a modern, state-of-the-art communication system can offer even when you’re on the other side of the world.
Mobile access to your store
Retail headsets have moved retail communication forward by leaps and bounds, allowing store associates to talk to each other hands-free from anywhere in-store. But did you know that there’s one retail headset provider that lets you instantly speak to anyone in store wherever you are? It’s true! Unlike closed headsets which only connect store associates via an in‑store audio channel or a broadcast, x‑hoppers offers an in-store broadcast you can dial into, full telephony functions and a connected app you can download to your phone and access from anywhere.
How it works
First, you can dial into the broadcast and hear and speak to your store associates in real time. This can be done from any phone or computer, be it a desk phone, handset (if it dials out), cell phone, laptop or tablet. However, there’s a second option. You can open the app, see all the store broadcasts you have access to, click on the one you want to join and voilà, you can hear everything that’s being said over the headsets and even join in the conversation using the same push-to-talk function as the headsets. All you need to do is press and hold a button on the app.
Why it's useful
Joining the conference is a quick way to pass on a message or hear exactly what’s happening in the store. It’s also the perfect way to advise your team in real time so they can promptly and effectively address an issue. For example, if the sprinkler system goes off and there isn’t a senior staff member in-store, you can quickly let all your store associates know what to do and how soon help will arrive.
Real-time alerts and transcriptions
Sometimes, you don’t want to jump into the middle of a store conversation, but you’d still like to stay up to speed on what’s happening in-store. Luckily, the x-hoppers app lets you do just that.
How it works
Each x‑hoppers broadcast channel has a dedicated chat in the app that not only transcribes what is said over the broadcast but also provides audio files so you can check the speaker’s tone or just clarify what was said. The same chat also posts automatic alerts from door alarms, customer call points and AI theft detection software, notifying you of different events as they happen in the store, depending on the solutions and smart devices you have and which ones you’ve decided to connect to the communication system.
Why it's useful
Having all the transcriptions and notifications in one place makes it easy to get a quick overview of what’s happening and what’s been said in-store. This way you can quickly check in whenever you need to and even discover gaps in your store associates’ knowledge that can inspire you to offer more tailored training or coaching sessions. In either case, it’s a format that lets you dip in and out of the conversation without committing to hearing the chaos of the store.
Daily recaps and analytics
While having direct access to a store broadcast is helpful, reading through a whole day’s worth of conversations that mainly consist of phrases like “could someone bring me another pack of muffins?” is a time sink, especially if you’re trying to enjoy your time away from the store. However, getting a summary of all the important events or being able to track different trends, makes it easier to quickly see what’s going on while away or catch up once you’re back.
How it works
x‑hoppers uses AI to not only transcribe but also analyze conversations, summarizing what was said and highlighting important points that may need to be followed up. Additionally, the system offers reports and analytics that let you see data on each store associate, including how long they were in the conference, when they joined and their talk time ratio. How does it know who is using which headset? Easy, the system has each user login through either a spoken login or voice recognition, so you can see who’s talking and when.
x‑hoppers also offers liveboards that show you all the different scans and interactions with smart call points, letting you know when and where each one took place to help you discover what some of your customers’ most frequently asked questions are.
Why it's useful
Having summaries and reports that let you quickly recap what’s going on and dive into the nitty gritty are great ways to identify training opportunities and see what other changes can be made in‑store to optimize not only efficiency but sales.
For example, if you consistently see customers asking for help with a specific couch, you can then find out what people are asking about and adjust your communication accordingly. So, if people are constantly asking if it’s a pull-out and what it looks like when it’s pulled out, you can place one open and one closed side by side so they can easily see the dimensions. On the other hand, if they’re not asking that question but want to know more about the color options, you can add all the relevant swatches so most customers won’t need to ask that question in the future. By reducing these frequent questions you’ll not only save your employees time but also make the buying process easier for customers.
AI theft detection
Unfortunately, theft is a growing problem not only in the United States and the UK but worldwide. This means that when you’re not in the store, and even when you are, the likelihood of theft is high. What can you do? Simple, set up automatic alerts and deterrents to reduce theft and protect your store.
How it works
x‑hoppers AI theft detection analyzes your security footage in real-time, identifying suspicious behavior and sending both an audio alert into the headsets and a written alert with an attached video clip in the app. The system can also be set up to send a message over the PA system to let would-be thieves know that suspicious behavior has been detected and that recording is in progress.
Why it's useful
To start with, this system is wonderful for your loss prevention teams as it lets them know exactly when a theft is taking place, making it easier to catch thieves and even prevent theft. And in stores where there is no loss prevention or security team on-site, setting up messages over the intercom is a powerful deterrent that also supports stores with a more non-confrontational approach.
But for you, the benefit is that you can see what’s happening via the video clip. This means you can see if there’s an actual theft and, if it is, you already have the footage extracted, making it simple to submit it as evidence, if it comes to a prosecution. The system does a lot of the legwork in catching and discouraging theft so you can leave the store confident that you have everything in place to protect your business.
x‑hoppers: Revolutionizing In‑Store Communications
As we mentioned earlier, there are plenty of headset solutions on the market and if you’re just looking to connect store associates, they work well enough. But if you’re looking for something that reduces theft, decreases staff training time, helps you connect with customers and gives you a clear picture of what’s happening in‑store even when you’re miles away, your best choice is x‑hoppers.
Because even when you’re fully switched off, you can relax knowing that with x‑hoppers, your team has all the tools they need to not only manage a crisis but do their job so well that they exceed customer expectations and boost sales. And who could say no to that?
