The future is Social Q
The future of customer service is Online Appointment Booking, Virtual Queuing, and Click & Collect.
What is SocialQ?
Target along with a lot of other retailers was put on the backfoot in regards to how we were going to manage people coming in and out of our stores as part of the reopening post the Victorian lockdown.
We'd heard about Social Q through another retailer and we were put in contact with Dean. From the outset, the team were incredibly responsive to the needs we were putting forth and half an hour post our first meeting together, we had a test environment to test in and plan how it would work.
Social Q managed our complex requirements through the whole lockdown and was ready to go once the Victorian doors reopened for our stores. It was a very easy collaboration between ourselves and Social Q to get things in place and they'd always met the changes we requested and got to us the improvements we had requested of them.
The Accent Group used the Social Q platform to engage customers for three Brands, namely The Athlete's Foot, Stylerunner & The TRYBE. The Social Q product was quite new and innovative when we chose to use it back in September 2020, it provided a solution for managing Social Distancing through a virtual queue system & on-line booking capability.
In my capacity as the project manager, I can confirm that it was easy to work with Dean from Marketing Melodies as we managed issues as well as development requests. The product evolved and improved to meet our needs and learnings over the weeks and months that followed. Some of the more significant challenges the team overcame included: the ability to deal with New Zealand-based customer mobile numbers; Calendar Management especially for Public Holiday bookings; Some Performance-related issues (Once & resolved quickly); Reporting capability and development. The solutions provided were fit for purpose and there was good communication so that we could contribute and understand the options available.
Based on my experience I would recommend Dean & Marketing Melodies for their engaging approach to meet our needs for the Social Q product.
Like most businesses, the COVID-19 pandemic brought store closures and physical distancing challenges to how Kmart operated. As we looked for ways to deal with these, we came across SocialQ and their virtual queuing platform that had just been launched and began to explore how it could enhance Kmart's in-store experience.
As we learnt more about the wider possibilities of SocialQ, we ended up using the solution to streamline our click and collect booking process, and made things incredibly easy for our store teams.
Even as snap lockdowns came and went, we were able to remain trading, using the SocialQ platform to coordinate curb-side and contactless click & collect.
Beyond the technology, it was great to work with a company who prioritised our needs and was able to be flexible and agile as those needs changed. The speed and efficiency with which they work helped us build and deliver a better customer experience and a more streamlined workflow internally.