Specsavers Improves the Optical Retail Customer Journey

Specsavers, the British multinational optical retail chain, is driving sales and engaging new customers with Verint Queue Management.

The results

  • Increased Sales

  • Improved productivity

  • Increased word of mouth and loyalty

Specsavers logo

Meet the required levels of visibility and communication

Previously, the Specsavers stores used manual clipboards and pens to build a waitlist of customers waiting for their different services. However, this method proved chaotic as it did not enable cross-department transitioning of customers and failed to meet the required levels of visibility and communication. Staff members lost time and customers were stranded at different stages of the optical retail customer journey.

Within the Specsavers Plymouth store, where hundreds of customers are seen each day across two floors for different retail and clinical services, the problem was particularly impacting, leading to lost sales and suboptimal staff retention due to the increased stress of managing customers.

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Benefits

Verint Queue Management enabled Specsavers to decrease walkout rates while increasing the average transaction value. The enhanced customer experience ensured that customers stay for services, have more positive colleague interactions, and have more time to choose eyewear, thus driving a greater number of customers to purchase eyewear at the end of their journey.

The improved customer experience created stronger relationships with the store team, which made customers more likely to return to Specsavers stores and provide positive feedback to friends and family, increasing word of mouth for the brand. Specsavers have also seen a dramatic increase in referrals.

With Verint Queue Management, Specsavers’ staff efficiency has improved as well. Some stores now have additional hours per week to put to better use. Thanks to better visibility of store activities, improved communications across departments, and less on-the-job stress, store teams have become far more productive. It also improved the morale of Specsavers’ store teams, encouraging them to stay within the Specsavers’ family and perform at their best, increasing employee retention.

Verint enables Specsavers’ store management teams to access data that allows them to better forecast their staff activities, while also providing a tool to better manage their staff and shop floor activities on the fly. In addition, Verint provides Specsavers’ head office with game-changing insights that help them make smarter decisions on stocking, marketing and resource planning.

*The solution referred to as Verint Queue Management was called Qudini Walk-in Virtual Queuing when originally purchased, prior to acquisition by Verint.

Featured Verint solutions

  • Queue Management

    Manage customer wait-time expectations and deliver better customer service with our highly configurable, digital queue management software solution.

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