{"id":47026,"date":"2021-03-15T04:16:47","date_gmt":"2021-03-15T11:16:47","guid":{"rendered":"\/us\/en\/blog\/?p=47026"},"modified":"2025-03-13T07:23:28","modified_gmt":"2025-03-13T14:23:28","slug":"why-communications-are-the-key-to-transforming-point-of-purchase-sales","status":"publish","type":"post","link":"\/us\/en\/blog\/why-communications-are-the-key-to-transforming-point-of-purchase-sales\/","title":{"rendered":"Why communications are the key to transforming point-of-purchase sales"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">It\u2019s too bad shopping at most retailers isn\u2019t more like the experience of dining at an old favorite restaurant: you come in craving a steak, but then the server recalls how much you loved a seafood dish last time, and guides you towards the daily fish special\u2014\u201cjust two orders left.\u201d When they\u2019re out of your usual wine, they steer you to another bottle that checks all your boxes. It\u2019s from a region you\u2019ve never heard of and turns out to be not only delightful, but great value to boot.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That your local eatery can offer such an intimate, easy, and personalized experience is because they know your tastes, sure. But delivering this level of service also requires knowledge of what\u2019s happening behind the scenes: what\u2019s in season and that the fishmonger just dropped off a special catch today, what\u2019s down in the wine cellar and how various bottles compare, and so on.<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc81\ud83d\uded2\ud83d\udcbb Want to see how a unified communications and collaboration strategy can create an effortless employee experience that allows your team to better serve shoppers at all stages of their journey? Grab our eBook.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/retail_workforce_empowerment_ebook.pdf\" data-id=\"69e1c8db3b0b6\" id=\"69e1c8db3b0b6\">\n\t\t<button tabindex=\"on\"  on=\"tap:69e1c8db3b0b6.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">This eBook outlines five communication experiences that illustrate how unified communications and collaboration helps retailers connect with customers on a new level.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-00199\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Read the eBook\">Read the eBook<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69e1c8db3b0b6.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">At first blush, these aren\u2019t easy things for retailers to replicate\u2014especially for chain and big-box stores, in which the shopping experience is impacted not only by in-store staff but also networks of suppliers and warehouses, call centers, and other channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But implementing strategies to more intuitively and seamlessly meet retail customer needs isn\u2019t an impossible ask. In a recent RingCentral webinar, <\/span><a href=\"https:\/\/go.ringcentral.com\/ringcentral-retail-webinar-national-on-demand-registration.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Why Point of Purchase Needs a New Communications Strategy<\/span><\/a><span style=\"font-weight: 400;\">, we explored what retailers need to do to improve shopping experiences\u2014and to drive greater revenues and customer loyalty at the same time.<\/span><\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tSupporting the point of purchase\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tWhy organizations must have a comprehensive communication plan to meet current demands.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/go.ringcentral.com\/retail-webinar-national-watch-now.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Watch now<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n<h2><b>The current state of shopping: dissatisfied<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We\u2019re currently<\/span> <span style=\"font-weight: 400;\">pretty far from that<\/span> <span style=\"font-weight: 400;\">ideal shopping experience. According to recent RingCentral research, 58% of shoppers report longer-than-expected wait times when making a purchase. Nearly seven in 10 consumers say they\u2019ve been unable to connect with an in-store associate.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These delays and communications difficulties lead to feelings of anger and frustration for 41% and 18% of shoppers, respectively. And they affect the bottom line too. According to <\/span><a href=\"https:\/\/www.ringcentral.com\/shopper-employee-communications-research-report.html\"><span style=\"font-weight: 400;\">RingCentral\u2019s connected shopper and employee communications report<\/span><\/a><span style=\"font-weight: 400;\">, when shoppers can\u2019t get the information they need:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">46% don\u2019t purchase the intended product<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">35% switch to another retailer<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">17% leave a negative review<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">This dissatisfaction with shopping experiences isn\u2019t one-sided or unfounded. According to our research, 87% of store associates say they\u2019re ill-equipped to connect with shoppers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-image: url(\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/rc-bottom-cta-bg.png);\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/retail-survey.png\" class=\"responsive-image\" alt=\"What are the ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t> What are the communications expectations of today&#8217;s shoppers? Here&#8217;s what you need to know<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Learn more\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/shopper-employee-communications-research-report.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Learn more\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Learn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Shopping disconnects are a communication problem<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">When you consider the number of potential points of contact involved in retail shopping experiences (not to mention the added complexities curbside and \u201cbuy online pickup in store\u201d\/BOPIS models add to the mix), it\u2019s apparent that many of the frustrations\u2014for both shoppers and in-store associates\u2014stem from communication issues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Just consider the number of steps and devices required to support basic in-store needs: walkie talkies, remotes, Zebras and other handheld devices, hardwired phones, inventory software, and so on. These systems provide specific functionalities but they typically aren\u2019t integrated with each other, creating disconnects within essential service workflows that ultimately result in bottlenecks and customer blind spots.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But a majority of retail workers say simply switching to a single solution that is capable of supporting retail\u2019s multifaceted communications needs would be a gamechanger. Nearly seven in 10 employees say deploying a single app to support communications and collaboration would make shopper communications easier, and roughly the same number feel a single app would also improve communications with coworkers, according to RingCentral research.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>In-store associates become knowledge workers<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Shoppers want frictionless experiences, with the ability to get product information, inventory ability, and order status in real time. With fragmented systems, staff aren\u2019t positioned to easily offer up this information\u2014whether on the store floor, or over the phone or digital channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Switching to a single, <a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/retail-business-cloud-phone-systems.html\" target=\"_blank\" rel=\"noopener noreferrer\">integrated communications solution<\/a> offers end-to-end visibility. One device connects every employee with all the information they need to deliver an experience that\u2019s more akin to that local dining ideal. It empowers store associates to become knowledge workers who are better able to solve customer problems and answer product questions, and enables them to meet customer needs and streamline workflows more efficiently. Tools like video can also drive collaboration, helping employees to share best practices between stores that improve the value of staff interactions for customers.<\/span><\/p>\n<h2><b>Seamless curbside experiences<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Though implemented as a way of reducing in-person contact and improving safety during the pandemic, curbside pickup is likely here to stay. But although customers love the idea of being able to buy what they need online and swinging by the store to pick it up, without operationalizing the BOPIS model, curbside may not deliver\u2014for anyone.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Between the customer having to figure out where to go to collect their purchase to communications between associates to locate the order and bring it out, it may sometimes be faster to just shop in-store. Meanwhile, poor curbside execution becomes yet another opportunity to let customers down.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s much easier to enable curbside service with a single app that can connect all the dots: order intake and fulfillment, communications between all of the store associates who are involved, and even order modifications and returns.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"1234\" height=\"928\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/01\/retail-momentum.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: Mobility momentum in retail: How to obtain it and articulate the value<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1254274593\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-1254274593\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 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href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/mobility-momentum-in-retail-how-to-obtain-it-and-articulate-the-value\/\" class=\"view-all view-all-white \" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1254274593\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1254274593\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Communication drives retail loyalty<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">At the end of the day, shoppers simply want retail experiences that make it easy to get the product information\u2014and ultimately, the products\u2014that they need.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As research shows, consumers won\u2019t hesitate to switch away from retailers that don\u2019t deliver on seamless, efficient interactions. But the reward for businesses that can offer informative, personalized, and efficient shopping experiences is loyalty.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>It\u2019s too bad shopping at most retailers isn\u2019t more like the experience of dining at an old favorite restaurant: you come in craving a steak, but then the server recalls how much you loved a seafood dish last time, and guides you towards the daily fish special\u2014\u201cjust two orders left.\u201d When they\u2019re out of your &#8230;<\/p>\n","protected":false},"author":29,"featured_media":47027,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18670,43336],"tags":[1249,743,1414,33826,5105,380],"class_list":["post-47026","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retail","category-sales","tag-communications","tag-customer-experience","tag-customer-satisfaction","tag-integrated-communications-solution","tag-retail","tag-sales"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why communications are the key to transforming point-of-purchase sales | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Retailers can improve shopping experiences\u2014and drive greater revenues and customer loyalty\u2014by adopting an integrated unified 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