After the online shopping boom of the last five years, the pendulum is swinging the other way. Shoppers have ‘digital fatigue’ and are returning to in store, in person in droves. They are yearning for human connection when they shop, in a trend that one expert calls ‘restorative retail’.

Personalized service is the new luxury. So it’s no coincidence that this move back to stores, back to in person connection comes at the same time that we see an explosion in the use of mobile point of sale (mPOS); a technology that helps to drive the personalized, face to face customer service that shoppers crave.

In this article, we’ll take a dive into retail mPOS and the 10 ways that it is transforming the in-store customer experience, and helping to quench shoppers’ thirst for personal service.

mPOS is wireless point of sale terminal that enables staff to serve customers anywhere in the store. Armed with their mobile device, associates can engage with customers in the aisle, providing product information, stock look up and checkout.

Imagine the scenario: a shopper can’t find the item they want in the store. Without mPOS, they leave the store, disappointed. Now rewind, with an mPOS system. The store associate engages the shopper, and a quick stock check shows the item is in a nearby store. In an instant, it’s reserved for the customer to collect. Or it’s in the warehouse, and at the touch of a screen is ordered for home delivery.  A potentially disgruntled customer is transformed into a happy shopper with access to every item in stock and who leaves the store delighted with their purchase.

Many shopping journeys start online, with the shopper then coming into the store to try before they buy. Retail mPOS gives associates access to the customer’s order history so that they can help them find the item in the store or complete the order online. Customers love this level of integration between online and offline and the convenience it offers.

Nothing frustrates customers more than having to stand in line to pay. So much so, that some even give up, and leave the store without making a purchase. mPOS eliminates that frustration for shoppers, by ‘queue busting’; taking payment in the aisle and getting customers out of the store with their purchase faster and happier.

One of the reasons shoppers want human interaction is for advice and information about the product. Particularly with high value/high sales touch items, such as consumer electronics, furniture, and high end fashion. An mPOS system puts a wealth of product information at the associate’s fingertips, ensuring that they can always provide up to date, accurate and complete information to the customer.

A valued form of personalized service is helping the customer to purchase everything they need in one transaction. mPOS helps the store associate to offer additional items to the shopper, so they leave the store with a complete purchase.

Retail mPOS can enable retailers to reduce the number of fixed counters, and use the freed up to display more stock, giving customers even more choice.

Customer service desks are often hidden away at the back of the store, or on the top floor, frustrating customers who’ve come in to return items. Staff with mPOS can process returns anywhere in the store, making the process smoother and easier for customers, giving them a much better experience.

When customers want to join your loyalty program, or check their points or status, what they don’t want is to stand in line at the checkout to do it. Associates with mPOS bring the loyalty program to your customers, wherever they are in the store.

There are times when the customer would be happy to not come into the store at all – for a click and collect/curbside pickup for example. Retail mPOS allows retailers to serve customers outside the store, making their life easier. It also means they can take the store to where their customers are – a festival or event, or a concession stand within another store, giving customers the chance to engage with your brand even when they’re not in the store.

mPOS empowers staff to act more like brand ambassadors and less like cashiers. Staff are happier, and fulfilled staff engage more positively and confidently, driving a positive customer experience.