Revolutionizing Retail: Wickes Enhances Customer Service with VoCoVo Wireless Headsets
Wickes needed to improve the quality and reliability of their staff communication technology in-store. They needed a more robust solution which would simultaneously deliver efficiency gains and financial savings.
In 1972, the inaugural Wickes store opened its doors in Whitefield, Manchester, introducing a groundbreaking concept in the UK. By adopting the traditional DIY store model to cater to trade professionals, Wickes became the country’s first fixed-price builders merchant, revolutionizing the retail landscape.
At that time, discerning tradesmen and avid DIY enthusiasts discovered a one-stop-shop where they could acquire all the necessary products for their projects at competitive prices. Fast forward to today, Wickes boasts a network of over 230 stores nationwide, offering a diverse range of 10,000+ products, from kitchens and bathrooms to paint and timber, available for purchase in-store, online, or by telephone.
Wickes were facing challenges with their old equipment
Despite its success, Wickes faced a challenge. While already utilizing headsets to enhance store efficiency and customer experience, their existing wireless headset system proved less than ideal.
Frequent repairs and a lack of essential functionalities prompted Wickes to seek a more robust solution that could unlock the full potential of this technology.
Enter VoCoVo, chosen by Wickes for its wireless headsets known for their durability, extensive store coverage, and user-friendly design.
Wickes wanted to:
- Implement a more robust and reliable communication solution.
- Equip team members with multi-purpose devices.
- Improve efficiencies which will positively impact customer service.
- Uncover cost efficiencies.
Wickes’ mission: reduce staff mileage and resolve customer queries quicker
Wickes invested in VoCoVo headsets to replace their old two-way radio systems. VoCoVo’s solution offered easily replaceable spare parts, sturdy handsets, and charging racks designed for longevity and ease of use. One significant advantage was the impressive battery life, ensuring the headsets outlasted the store’s operating hours on a single charge.
The implementation involved base stations strategically placed for comprehensive coverage, connecting a network of headsets that facilitated seamless two-way communication among all users. This not only improved interaction speed among colleagues but also fostered a sense of connection, reducing isolation and boosting engagement.
A notable enhancement was the introduction of Call Points, to be implemented in all stores during the second phase. These points allow customers to directly communicate with staff, seeking assistance in locating products or navigating specific aisles. This addition further elevated the customer experience by providing prompt, personalized assistance.
VoCoVo’s robust headset solution had a transformative impact on Wickes’ operations. Colleagues now collaborate more effectively, resulting in heightened morale and an increased ability to deliver excellent customer service. Customer queries are addressed promptly, significantly improving the overall in-store experience.
The VoCoVo effect
Wickes expressed satisfaction with the way VoCoVo headsets enabled their teams to elevate customer service.
The ease of answering questions and quick resolution of issues through broadcast messages demonstrated the effectiveness of the technology in enhancing the overall retail experience for both staff and customers alike.
Thanks to VoCoVo, Wickes were able to:
- Improve task-related efficiency. VoCoVo helped staff to reduce the distance they have to travel each shift searching for stock or colleagues, replacing walking with a simple push-to-talk communication platform which connects all team members instantly across the entire premises.
- Improve team morale. VoCoVo helped Wickes team members to be more dynamic, which drives effective teamwork and, ultimately, produces happy, motivated teams.
- Elevated customer service. Updates can be shared among all staff quickly and discreetly via headsets without them having to leave the shop floor, and customer queries and questions are now resolved faster than ever before.
According to Wickes management:
“We are really impressed with the quality of the VoCoVo headsets. Costs have been reduced as we no longer have to replace parts so frequently.”
Paul Cannon | Head of Retail IT
VoCoVo empowers customer-facing teams to be more efficient than ever before
Syndico is VoCoVo’s authorised UK distributor and a has vast experience in helping teams to be better connected through communication technology. VoCoVo is quickly becoming the retail communication system of choice by taking the complexity out of team communication while empowering staff to be more dynamic and customer-focused.
If you would like to learn more about VoCoVo – whether you are a communications reseller looking to bring VoCoVo to your customers, or a business looking to implement a VoCoVo solution – contact us today!