Shopping in a brick-and-mortar store should be easy, but getting assistance can sometimes be a hassle. Today on Modern Work Mondays, Nolan and Jeff relive a real-world shopping experience that highlights the need for better in-store support.

The Problem: Finding Help Without Losing Your Item

Jeff shares his recent experience shopping in a furniture store where he found a heavy item on a shelf, with a sign saying “Ask for Assistance”. The problem? There was no clear way to do that without leaving the item behind. In a “treasure hunt” type store where items are limited and customers move quickly, stepping away could mean losing your find to another shopper.

This scenario plays out in countless retail stores. Whether it’s a locked display case, a heavy or high-up item, or a display only item, customers often struggle to get assistance when they need it. Many end up walking away frustrated—or worse, pulling out their phones and ordering the same item online instead.

The Solution: Smarter In-Store Assistance

Nolan and Jeff explored different ways retailers can make it easier for shoppers to find assistance:

• Call Buttons: These are useful in certain areas, but installing them beside every item isn’t practical.

• Location-Based Help: QR codes or text-to-assist options can allow customers to request help without leaving their spot.

• SKU-Level Assistance: A simple Scan to Buy option on price tags would allow customers to digital request an item from their smartphone, letting them continue shopping while an associate collects it.  

Why It Matters

If customers can’t get the help they need in-store, they’ll turn to their smartphones and buy from an online competitor instead. Retailers that fail to match the speed and convenience of online shopping risk losing sales and driving customers away for good. With the right technology, stores can ensure that help is accessible, keeping shoppers engaged and transactions in-store. Come back next week when Nolan and Jeff dive into how retailers can deploy these solutions.

Watch today’s episode here: