February 08, 2021
4 min read

How to Maintain Critical Touchpoints in a Contactless World

How to Maintain Critical Touchpoints in a Contactless World https://pexels.com/photo/balance-blur-boulder-close-up-355863/

Traditional shopping methods have taken a backseat to online traffic growth as a result of COVID-19. According to Digital Commerce 360, U.S. consumers spent $861.02 billion online in the U.S. in 2020, a 44% increase compared to 2019. Now, there are many ways shoppers engage with retailers beyond associate assistance in the store.  

Whether shopping online or in store, many consumers are opting for contactless options. The challenge is that with contactless, delivering exceptional service on each and every touchpoint becomes much more crucial. 

Blend omnichannel shopping habits

The most successful retailers have already embraced the omnichannel journey.  

It shouldn’t matter where or how a customer shops, as every touchpoint is as important as the last. In fact, a shopper may even start their journey in one place, like a mobile phone, and complete it in on another, such as in the store or on a desktop.  

This blending of shopping touchpoints has become commonplace. New advancements like BOPIS and curbside pickup continue to mix the online and brick-and-mortar experience. As well, existing technology have emerged as contactless options, like the QR code

Minimize the number of shopper interactions

Giving consumers the ability to self-navigate online and in store is just as important now as it is to have trained associates in a physical store. Many shoppers today are looking to minimize the number of interactions and the time it takes to complete a sale – whether face to face or through clicks. Retailers must focus on streamlining processes to reduce friction and meet a shopper’s individual needs. 

If a shopper knows what products they’re looking for, then finding them quickly and ensuring a fast and easy checkout process is key to guaranteeing their loyalty. For example, in a grocery store, self-checkout lanes or mobile scan and go options can offer a faster payment option.  

For online shoppers, retailers should look to cut down on the time it takes between “add to cart” to “checkout.” This can be done by recommending items based on past purchase information. Another way to reduce checkout time is to securely store credit card information for a one-click checkout. 

Ensure quick and easy contactless options

Our solutions are designed to uniquely serve customer needs regardless of shopping channel. As consumer behavior continues to shift toward contactless preferences, ensuring the best quality of service is critical. Reach out to learn how we can help you.