7 out of 10 customers abandon their purchases because the queue was too long. According to the 2019 consumer survey by Adyen, payment specialist, managing transactions remains a fundamental element of the purchasing process that shouldn’t be overlooked. And with the advent of omnichannel shopping, the classic scenario of a cash register installed at a large till - with the customer on one side and the cashier on the other - is no longer enough. Times have moved on with the multiplication of omnichannel services and more mobility.
The customers themselves are asking for these changes. In the same report, 49% of those surveyed want more in-store innovations “including the use of vendor tablets,”, says Philippe De Passorio, Managing Director France and Italy at Adyen. These tools also lead to more sales conversions. From the Adyen study, 56% of consumers purchased more in an omnichannel scenario. For retailers, adding a virtual shelf translates into never missing a sale.
Secure mobile payments help customer service in stores
The Cegid Innovation Store shows how much sales staff can benefit from mobility and always meeting the needs of customers in store. The scenario that’s displayed in the Innovation Store is based on the use of a “Mobile POS” (better known as “MPOS”) and an Adyen payment terminal (E285). This solution makes it possible to make a secure payment via a device that’s set up according to the needs of the retailer and enables the sales associates to keep advising their clients while the payment is made. And since the Cegid Connections 2019 conference in Madrid, “we have added a new feature for managing duty free and tax refunds in the MPOS,”, said Christian Comtet, Retail Product Manager at Cegid.
In addition to facilitating payments, mobility tools allow brands to create new point-of-sale experiences by fostering better relationships between the salesperson and the customer. For instance, sales associates can look at a customer’s purchase history; their online and offline customer journeys; or the customer’s wish list before engaging in a conversation with them (clienteling).
Mobile payments with Adyen also means keeping up with a wave of new digital payment methods which are fast developing in France and abroad. These include, but are not limited to: Alipay wallets and Wechat (China); LyfPay (France); Bluecode (Austria); Momo Pocket (Spain); Vipps (Norway); Pagaqui (Portugal); ePassi; and Pivo (Finland). The challenge for retailers is to be able to quickly accept these means of payment so as not to lose revenue. The adoption of MPOS on a large-scale is made all the easier thanks to Cegid and Adyen tools being compliant in so many countries around the world.
Nonetheless, it’s vital to train staff properly on how to get the most from mobile solutions. “This requires a full understanding of a retailer’s business processes and helping staff with the adoption of digital tools,”, concludes Christian Comtet.
Cegid’s opinion: In addition to a fixed till, the MPOS means being able to keep up with various new shopping trends and meeting the evolving needs of the consumer. However, you need to carefully plan ahead and support your salespeople with adequate training on how best to make this digital leap.
The technology partner: was created in 2006 as an international, omnichannel payment platform that connects all means of payment. In 2018, the company announced a net income of 348.9 million euros, with more than 159 billion euros in transaction volume.
Visit the Cegid Innovation Store in Lyon, France to see the store of the future for yourself