Location-Based Retail Platform for Customer-Employee Communication
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Retail businesses face challenges in enhancing customer engagement, improving the buying experience, and providing post-purchase support, as customers struggle to interact with knowledgeable employees and receive assistance with product inquiries and post-purchase issues within the traditional in-store experience.
Innovation Solution
A location-based platform that connects customers with retail employees through geolocation, enabling communication via a smart application that allows customers to select products or sections, establish communication channels, and maintain contact for pre- and post-purchase interactions, facilitating product selection, purchase, and post-purchase support.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If customers call or visit the store to get product questions answered by employees, then customer service is provided, but customer time and effort are consumed
Solution Approach 1:
The patent introduces a digital intermediary system (mobile application with AI assistant and employee connection features) that mediates between customers and store employees. This intermediary enables asynchronous communication, allows customers to connect with specific employees based on product expertise, and provides automated responses for common questions, thereby reducing customer time investment while maintaining service quality
Solution Approach 2:
The system performs preliminary actions by allowing customers to research products, ask questions, and connect with employees before physically visiting the store. The mobile application provides product information, enables pre-visit inquiries, and facilitates employee connections in advance, reducing the time and effort needed during the actual store visit
2Ease of operation
If traditional in-store communication methods are used, then employees can assist customers, but customer engagement and buying experience are limited
Solution Approach 1:
The patent adds a digital dimension to traditional in-store interaction by implementing a mobile application that enables communication beyond physical presence. The system allows for asynchronous messaging, file sharing, and continued interaction after the customer leaves the store, transforming the interaction from purely spatial to spatial-temporal, thereby enhancing engagement capabilities
Solution Approach 2:
The mobile application serves multiple functions: providing product information, enabling customer-employee communication, facilitating product selection, supporting purchases, and offering post-purchase assistance. This multi-functional platform creates versatile engagement opportunities that go beyond traditional single-purpose in-store interactions
3Reliability
If customers need post-purchase support, then they must return to the store or contact general support, but personalized assistance is difficult to obtain
Solution Approach 1:
The system implements feedback mechanisms that allow customers to easily initiate follow-up communications with employees after purchases. The mobile application provides direct access to previously connected employees, enables seamless continuation of conversations, and tracks interaction history, making it simple for customers to obtain personalized post-purchase support without returning to the store or using general support channels
Data Source
AI summary
Systems and methods for networking customer devices with each other and with retail location servers are described herein. A server (e.g., a server associated with a retail location) may determine that a first device is in proximity of a retail location, where the first device is associated with a customer user. The server may then transmit a customer GUI includes data indicative of products sold in the retail location and sections of the retail location. The server may then subsequently transmit an invitation to join private circle associated with the retail location. In response to the customer joining the private circle, a circle GUI may be transmitted to the first device providing selectable links to other customer users and event webpages. Furthermore, interactions between customer devices and the various GUIs provided may be tracked to provide real-time analytic data to better track retail location performance.