Empower Your Frontline Retail Staff with Agile Mobile Communications

The Challenge

Frontline retail staff are the direct interface with customers, yet they often lack seamless communication tools to perform their roles efficiently. Relying on store landlines, generic radios, or personal devices creates communication silos, hinders real-time problem-solving, and prevents rapid information sharing, directly impacting customer service and team morale.

Business Impact

Disengaged and Frustrated Staff

When staff cannot easily communicate with colleagues or access critical information, it leads to frustration, inefficiency, and a feeling of being unsupported. This can lead to lower job satisfaction and higher staff turnover, which is particularly costly in retail.

Slow Problem Resolution

In retail, quick decisions are often needed whether it's checking stock, approving a discount, or addressing a customer complaint. If frontline staff cannot instantly connect with managers or other departments, these issues escalate, leading to customer dissatisfaction and operational delays. Improve employee engagement with better tools.

Lost Upselling Opportunities

Empowered staff with instant access to information and colleagues are better positioned to provide comprehensive advice, recommend additional products, and therefore maximise sales opportunities. A lack of seamless communication means these moments are often missed.

How Tango Extend Solves This

Tango Extend equips frontline retail staff with a fully integrated business mobile experience on their existing devices (company-issued or BYOD). This means they have direct access to their business phone number, corporate directory, and collaboration tools, empowering them to communicate effectively from anywhere in the store or even when off-site.

• Single Number Reachability — Provide staff with a single business number for all communications, ensuring customers can reach them directly and professionally, regardless of their physical location within the store.
• Integrated Collaboration Tools — Leverage Microsoft Teams or Cisco Webex Calling features on their mobile for instant messaging, private calls, and group discussions with colleagues, managers, and other stores.
• Seamless Identity Management — Staff can make and receive business calls using their professional identity, keeping personal and work communications separate while using a single mobile device. Enhance the user experience.

Use Case

A customer on the shop floor asks a sales associate about the availability of a specific size or colour of a product not currently on display. Instead of leaving the customer to go to a back office phone or finding another colleague with a radio, the associate uses their mobile device, instantly checks with the stock room via Teams chat, or makes a quick call to another store using their business identity. This real-time access to information and seamless communication resolves the customer's query almost instantly, leading to a quick purchase and a positive experience.

FAQs

Q? Can Tango Extend help retail staff communicate more effectively during peak hours?

A. Yes, during peak hours, quick and reliable communication is crucial. Tango Extend allows staff to use their mobile devices for instant calls, chats, or even conference calls with their colleagues or managers, helping them to quickly address customer needs, manage queues, or handle urgent requests without having to leave their position or search for a fixed line.

Q? Is it easy for retail staff to learn how to use Tango Extend?

A. Tango Extend integrates directly with familiar applications like Microsoft Teams and Cisco Webex Calling. This means the user experience is intuitive, leveraging platforms many employees are already familiar with. The business mobile identity simply becomes an extension of their existing communication environment, requiring minimal additional training.