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How to improve customer experience with smart video solutions

December 21, 2022

Bob Cliche

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Today’s business owners need to provide an exceptional customer experience to stay competitive. Whether you own a restaurant, convenience store, or retail business, you understand how valuable it is to develop a loyal customer base.

Smart video systems can play a big role in your success by helping protect your business from criminal activity and providing insights that help you improve every aspect of a customer’s experience from the moment they enter your establishment until they leave.

Learn how to improve customer experience using integrated video solutions and tools.

How Has Technology Impacted the Customer Service Experience?

Historically, patrons at retail stores and restaurants would interact with a cashier to complete a transaction by either paying with cash, credit card or check. Today, retail establishments and Quick Service Restaurants (QSR) often have self-service kiosks where customers can place and complete an order on a tablet or computer screen.

Payment methods have also evolved – customers can now easily make mobile payments from their smartphones, while some businesses no longer accept cash.

These technological advancements can be a boon for small businesses by reducing their labor costs. Employees spend less time ringing up transactions while they can focus more on providing excellent customer service.

How to Integrate Security Solutions with Video Surveillance

Many retail shops, convenience stores, and QSRs now have self-checkout kiosks. These point-of-sale (POS) terminals can put business owners at risk of fraud and theft.

This also can lead to a downgraded experience considering there is limited interaction between a customer and employee. A business relies on the self-checkout system to provide the best service instead of a representative.

Fortunately, intelligent video systems can help improve in-store security and protect businesses from the threat of theft. The benefits of using video surveillance include the following:

Dissuade shoplifting: Visible surveillance cameras let bad actors know they are being watched, helping to deter theft and other criminal activity.
Monitor vendors: Unintentional errors can eat into your profits. Shrink sometimes occurs when a supplier makes a mistake, delivering the wrong items or incorrect amounts. Video surveillance at your loading dock or receiving area can help you monitor inventory more closely and reduce administrative errors.
Offer insights: Intelligent video systems can track key metrics and generate reporting on transaction times, customer conversion, and other trends. Using analytics to improve business operations is rapidly becoming the norm – Fast Company reports that 99% of Fortune 1000 companies are investing in big data.
Improve employee performance: Employee engagement is important in ensuring a positive customer experience. You can track employee and customer behavior with intelligent video, identifying areas where employees might need additional training and support.

While some retail stores and restaurants are in heavily trafficked commercial areas, others, especially C-stores, are sometimes isolated. Security cameras also offer the benefit of making both customers and employees feel safer.

How to Measure Customer Experience

Once your leadership team has taken steps to monitor customer and employee behavior, how can you gauge your success? Intelligent video can generate valuable insights on metrics such as speed of service (SOS). SOS is the amount of time it takes to complete a transaction and is a key indicator of customer satisfaction. Some metrics include:

The length of time when a QSR customer places an order and receives their food.

The amount of time it takes a customer to scan their items, pay, and get a receipt at a self-checkout terminal.

The length of time a customer orders at a drive-through speaker to when they receive their food at the last window.

Tracking SOS is critical to retaining loyal customers. Intelligent video and AI-powered analytics allow businesses to find areas of improvement in their customer service operations, ultimately becoming more efficient. Investing in analytics pays off big: Forbes reports that businesses using customer analytics have higher growth and more sales.

Order Accuracy

Another key measurement in customer experience is order accuracy. Making sure your customers get the order they ordered is big to their experience. Delivering inaccurate orders can play a big role in overall business reputation.

Using video solutions to monitor orders helps businesses identify reasons why orders may be delivered inaccurately and how they can address and solve the problem.

Enhance Customer Experience with Help from DTiQ

If you need expert advice on how to improve customer experience with video surveillance, turn to DTiQ. We have over 20 years of experience, serving more than 45,000 clients around the world, including restaurants, retailers, and C-stores. If you are interested in learning how to integrate security solutions with video surveillance, DTiQ can build a customized business intelligence solution that integrates with your existing POS system, saving you time AND money

DTiQ combines best-in-class surveillance equipment with cloud-based analytics and convenient managed services. Offering 24/7 support and enhanced reporting tools give you the data you need to drive better business decisions. Learn more about customer experience and how DTiQ can help your business book a demo today.

How to improve customer experience with smart video solutions

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