When you’re in a store waiting for assistance, the uncertainty of whether or when help will arrive can be frustrating. But what if you could track the progress of your request, just like you do with an Uber ride?

That’s the power of real-time updates, and it’s changing the way we think about in-store customer service. In the latest Modern Work Mondays episode, Nolan and Jeff explore how real-time visibility is transforming the in-store experience and making waiting for assistance more manageable for customers.

The impact of real-time updates in stores

When shopping online, real-time updates are standard. Customers are used to tracking packages, receiving delivery notifications, and knowing exactly when their order will arrive. But in physical stores, when a customer needs assistance, there’s often no way to know if or when help will arrive.

As Jeff points out, in-store customers are willing to wait, but they need reassurance that their request has been acknowledged and that waiting is worth it.

Think about waiting for an Uber. When you can track the car’s arrival and know exactly when to expect it, the wait feels more manageable. The same applies in retail. In-store customers are willing to wait up to four times longer when they receive clear communication about the status of their request.

Bringing digital experiences to the aisles

So, how can retailers bring this level of visibility into physical stores?

In-store tools like IoT buttons and digital call buttons are changing the game. When a customer presses an IoT button, it sends a digital notification to team members, allowing associates to view, claim, and manage requests from their handheld devices. Meanwhile, customers see status updates on a display, giving them visibility into when help is coming. With clear communication, customers feel heard, valued, and in control of their shopping experience.

Improving the customer experience with transparency

Real-time updates play a crucial role in customer satisfaction. When customers are informed about the status of their request, they can manage expectations and feel confident knowing that assistance is on the way. This transparency not only reduces frustration but also increases their willingness to wait, ultimately improving their experience.

By integrating tools like IoT buttons and digital call buttons, retailers can remove uncertainty from in-store assistance, creating a smoother, more responsive shopping experience that keeps customers satisfied.

Watch the episode here: