The Fresh Market will roll out the voice technology of VoCoVo, a communications company, in 44 stores to improve its customer experience and in-store communication.
The technology allows employees from different store areas to answer, make, and transfer external customer calls directly from the headset. The Fresh Market also installed the communication company’s keypad devices across six checkouts in every store to enable team members to send pre-recorded messages to all the headsets at the push of a button. The messages, including requesting additional cashiers and manager assistance are focused on actions that improve customer experience. Any team member with a headset can speak to the cashier via the keypad to address the request, eliminating time previously spent walking to the front end.
“We’re committed to providing the best experiences for our guests, whenever they visit our store or seek answers to their questions via the phone,” said Ben Burton, director of retail communications at The Fresh Market, in a statement. “With VoCoVo’s smart communication technology and telephony integration, we’ve been able to ensure that calls are answered promptly, leading to faster response times and improved guest satisfaction.”
The announcement follows a pilot in the food retailer’s Greensboro, North Carolina store in July 2022, and will expand to 43 stores this year. The company is also looking to roll out the technologies to an additional 116 stores, taking the total to 160.
“Since implementing VoCoVo’s devices, our stores have been able to significantly improve efficiencies,” said Scott Jones, digital communications manager at The Fresh Market, in a statement. “Having integrated VoCoVo’s technology with our phone system, we were instantly able to speed communication, cut out unnecessary walking, and allow our team members to remain focused on more business-critical tasks. More importantly, we are able to respond to guest needs more quickly to ensure that we never knowingly let a guest leave the store less than completely satisfied.”
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