for shipping. However these new systems are putting extra strain on the high street. As store stock is being utilised for online sales, new disciplines and capabilities are required in the supply chain and in­store to overcome this issue. “Making changes to the back­end


processes to meet changing customer demands will allow the high street to both survive and thrive,” said Craig Sears­Black, UK Managing director of Manhattan Associates. “An agile, sophisticated and efficient supply chain is a crucial part of facilitating the dynamic changes that will allow the high street to leverage their most important assets once more.” Sales staff are a huge advantage for the


high street retailer with 28 per cent of consumers valuing their advice. Retailers need to utilise their staff to help complete their in store shopping experience. Sales assistants need to have a good understanding of the broader supply chain and have visibility of inventory across the store and supply chain network so they can secure, save or increase sales.


Online retailers are fast becoming aware of the value of knowledgeable staff on hand to answer questions and many websites now have an online chat facility for consumers to get advice and check availability. Tony Heyworth, International Marketing


director, LivePerson comments “The majority of consumers believe that a great online customer service experience hinges on speed with 31% expecting to be helped immediately, and more than half think simplicity is key according to recent research conducted by LivePerson. Giving consumers the choice they expect is an integral component of retail multi­channel strategy, and a deciding factor when choosing one website over another is the ease of navigation, and assistance whenever and wherever it is required. This is key to maximising sales and to reducing check­out abandonment and critical on mobile. Live Chat reflects this immediacy of service by allowing consumers to seek and receive help just as if they were approaching a customer service assistant in a physical store. Immediacy and accessibility are therefore


Top Left: Sales Assistant. Image supplied by LivePerson


Bottom Left: Shelving. Image supplied by Manhattan Associates. Bottom Right: Craig Sears­Black, UK Managing director, Manhattan Associates.


www.a1retailmagazine.com


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