Retail and shops
The counter and the chat, on the same stock
Handle messaging inquiries without stopping counter sales, with one catalog, one stock and a cash drawer that balances at closing.
What usually hurts
- Someone asks about a product and you have to go check the storeroom
- The floor staff and whoever answers WhatsApp don't see the same thing
- At closing the drawer doesn't balance and nobody knows where the gap came from
A reference case
A shop with two locations and eight people
- How they worked
- They sold at the counter and answered inquiries from a phone that rotated between salespeople.
- What was breaking
- Nobody knew what had been promised to whom, and warehouse stock didn't match what was offered in chat.
- What was implemented
- A shared inbox with per-salesperson assignment, a single catalog and stock by warehouse wired to the point of sale.
- How it ended up
- Inquiries stay assigned and on record, and what's offered in chat is what's actually in the warehouse.
Anonymous case: we describe the situation without identifying the client. No metrics: we publish figures only when they are verified and authorized by whoever provides them.