In retail, even the best technology can fall short if it’s not backed by strong escalation processes. In this week’s Modern Work Mondays, SYNQ Technology’s CEO, Nolan Wheeler, and guest Jeff Strasser explore why in-store assistance tools sometimes fall short—and how retailers can improve their systems to ensure success.  

When Escalations Break Down  

Picture this: A customer uses an in-store assistance tool to request help. Five minutes pass with no response, and they leave for a competitor. It’s not just a lost sale—it’s an opportunity missed to build trust and long-term loyalty.

Nolan and Jeff discuss how these situations often happen because of gaps in escalation processes. Without systems in place to track, escalate, and follow up on requests, technology can’t deliver the seamless service it promises.

Building Tools That Deliver

So, how can retailers improve their escalation processes? It all comes down to three key areas:

• Processes: Clear escalation paths to ensure no request is left unanswered.

• Training: Frontline staff need the tools and knowledge to respond quickly and efficiently.

• Technology: Use tools that not only track requests but also escalate them and ensure proper follow-up.
  

Why Escalation Tools Matter

In-store assistance tools must be more than just functional; they need to guarantee action. When handled correctly, escalation processes are a powerful way to ensure consistent, high-quality customer experiences and build long-term loyalty.

To dive deeper into how escalation systems can improve your retail operations, check out the full episode of Modern Work Mondays below:

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