Improving the customer experience within the Argos’ retail stores with the Qudini queue management system
Argos is part of the Home Retail Group, the UK’s leading home and general merchandise retailer serving 130 million customers a year through its network of 740 stores.
Argos, traditionally a British catalogue retailer, and now an omnichannel retailer, has been further innovating their unique model through the creation of their digital stores. Within these stores, their customers use tablet devices fixed to desks to browse the Argos catalogue, select the items they wish to purchase and then head to the tills to pay before collecting their products.
With a unique customer journey to most retail stores, Argos needed to ensure the journey was streamlined for all customers using all channels when purchasing their products. To enhance their digital stores, they wanted to do this in an innovative way and chose to collaborate with Qudini as an innovative partner.
Argos implemented the Qudini virtual queue management system with digital display & pager devices.
At the point of sale, customers had the option to provide their mobile number to receive an SMS update about when their order will be ready, or to take a physical pager device that will vibrate to alert when their order is ready.
Staff become more efficient in the stock room with access to a tablet interface, where they can mark the orders that have been completed.
Qudini made the process more simple and transparent for the customers. This improved their experience and created a better relationship between customers and staff.
Safe in the knowledge that they would be called when it was their turn, more customers relaxed and engaged with the store’s display products or tablet browsers whilst they wait.
In peak periods, staff felt significantly calmer and less stretched now that customer expectations were managed digitally.
The system enabled staff to serve customers better and more efficiently in less time.
90% of staff agreed that Qudini improved their customer’s perception of the Argos brand as a brand that is digital, innovative and customer service led.
Learn how Qudini powering the Specsavers store of the future:
“Qudini has enabled us to have a much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue.”
“The footfall analytics and the task management analytics that we get from Qudini has really helped us to understand how the stores are actually planning time and utilizing the people in-store. It also gives us some really clear insights into when customers are coming in and what they want.”
“For us it’s all about retention. And Qudini allows us to give that value add to ensure that we are giving the best possible experience for customers at the start and end of their journey.”
“Without Qudini, I would feel a lot less in control than I do right now. But I know exactly what is going on in my store and it helps me lead my team a lot better and it gives me the time to be able to do that.”
“If Qudini was taken away from the store, I am not exactly sure how we would cope. I wouldn't even want to imagine life without Qudini."
“Learning to use Qudini is really, really simple. The steps are really easy. The user interface is really simple. It took me about half a day to learn how to utilize all the services.”
“If you are looking to improve your customer experience and increase sales then this is the best company to get in touch with. Qudini provides clients with the best possible solutions to uplift their current business set-up to new heights. Highly recommended!”
“We’ve been working with Qudini for a number of years now. We went through a robust selection process looking at the global industry leaders and we found that the flexibility and the speed at which Qudini worked really allowed us to roll forward with what we have now.”
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