Safe retail – contactless concierge services
As retailers start to firm up their strategies for reopening safely, our ‘Safe retail’ series takes a practical look at the features and functions which will enable them to open their doors with confidence, to both customers and store associates.
The challenge of providing a VIP experience to elite clients at a distance has inspired a number of luxury retailers to evolve their services to accommodate safe retail requirements.
Some have adopted virtual clienteling services, while others are attempting to adapt the processes they already have to deliver a personalised experience to the client’s door. Those with platforms that allow for integration of essential features such as video consultations, personalised messaging and fulfilment at the client’s home have been able to steal a march on retailers that don’t – this kind of adaptability will play a key role in their ability to maintain client relationships over the coming months.
Curated experiences, from in-store to at-the-door
Making sure clients feel looked after, especially when they’re used to ‘high-contact’ experiences that are out of the question right now, depends on having access to and applying knowledge of them and their preferences in an intelligent way – both from a business and emotional perspective.
The concept of concierge services centres on providing a comprehensive, end-to-end experience, from using client profiles to recommend the right product to ensuring it arrives at their home at the promised time and providing tailored after-care.
The ability to curate the experience to this level requires commitment to establishing a robust ecosystem which can support client needs wherever they choose to shop.
Once in place, it provides a unique opportunity to offer a truly hand-crafted ‘white glove’ service delivered by a dedicated personal contact who:
- recommends products and gives access to exclusive ranges
- takes the client’s chosen items to their home
- waits while they try them for size or suitability
- either takes payment or returns any unwanted goods
It’s the definition of personalisation, and it has the benefit of meeting both the client’s and the retailer’s needs when stores may not be operating in the usual way.
Delivering this kind of experience depends on equipping store associates with the tools they need to fully manage the consultation process, using client preferences, order history, wishlists and truly personalised communications to offer exceptional service, whether through a pre-booked in-store appointment, virtual consultation or direct to the client’s home.
If you’d like to find out more about how to set up contactless concierge services and our other safe retail features, contact us .