Retailers around the world have been particularly affected by the COVID-19 pandemic. Depending on where they were located, some stores had to close temporarily while others had to restrict the number of people allowed in at once. As vaccination rates increased, restrictions were relaxed, and for many stores, it was business as usual — just with everyone wearing masks. Omicron was then created in the weeks just before the holiday rush.
As we move deeper into 2022 there are still concerns about this new variant’s spreadability and effectiveness. Retailers face three problems: Boosting customer confidence to bring back shoppers in-store, keeping customers and staff safe while they shop, maintaining a great customer experience, and keeping them safe. While capacity restrictions may still exist, it is not something that stores want to restrict. They also don’t want to make customers wait in long lines.
Stores have explored a variety of ways to manage store traffic and crowds since the outbreak. They used tape directions and floor stickers, as well as plexiglass dividers and greeters. The coronavirus can be spread easily indoors, affecting the shopping experience and store operations greatly. Businesses of all sizes are forced to adapt. Crowd control, social distancing and health mandates were the key elements that determined whether brick-and mortar retailers could continue to operate in the new normal.
The priority of innovation and technology to solve problems has been a light at its end during this pandemic. The key example is the rapid release vaccines. Many retailers quickly adopted a new generation digital tool and shifted to a greater focus on crowd safety, public healthcare protocols, and customer experience.
One solution is to track crowd density in real-time, allowing retailers to identify key times for congestion, so they can manage when shoppers are able to browse at their leisure and speed up sales.
Line management tools used in healthcare and government are now available in retail to manage crowds and reduce wait times, thereby providing a better customer experience.
Many retailers have shifted to scheduling tools to reduce sales while limiting the number shoppers in-store. These tools can be used via pre-set pickup times in-store or curbside. This solution can be used to ensure that stores offer high-quality service, even when there is a labor shortage due to sickness or reductions in headcount.
These tools allow retailers to better manage special events such as high-traffic sales promotions, loyalty events, or special shopping times to seniors or immunocompromised. This would help to reduce the risk for those most at risk.
The shopper can book a time slot when they are able to enter the store using their smartphone. They can also access sales associates and service reps through the app. Managers can analyze and better schedule staff to meet higher demand times, develop user personas to promote more appealing promotions, or refine operations to make them more efficient in all circumstances.
Experts can’t predict when we’ll be able to go back to pre-pandemic levels. Vaccination and booster rates are on the rise and Omicron appears to have peaked. However, new variants could emerge at anytime to undo any progress we’ve made. Smart retailers can modernize their customer’s shopping experience in many ways. This can not only increase sales but also help stores weather any storms that may come their way.
Charlie MeyerThe senior vice president of North American sales is he. QLess, the premier mobile Queuing,Line management and customer experience platform.