Last updated on January 13th, 2023
England-based VoCoVo has announced its expansion into the U.S. market through the rollout of its voice communication technology with Greensboro, North Carolina-based The Fresh Market.
The Fresh Market has integrated VoCoVo headsets with telephony capabilities in 44 stores to improve customer experience and in-store communication. This allows team members from different store areas, for example produce, receiving and deli, to answer, make and transfer external guest calls hands-free to provide a better speed and quality of service.
In addition to smart headset implementation and telephony integration, The Fresh Market installed VoCoVo’s customizable keypad devices across six checkouts in every store to enable team members to send pre-recorded messages to all headsets.
The messages, including requesting additional cashiers and manager assistance, are focused on actions that improve guest experience. Any team member with a headset can speak to the cashier through the keypad to address the request from anywhere in the store, eliminating time previously spent walking to the front end.
The announcement follows a trial in the food retailer’s Greensboro store in July before expanding to further 43 stores this year. The Fresh Market is looking to roll out more smart communication devices from VoCoVo to an additional 116 stores in the coming months, 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.
“Having integrated VoCoVo’s technology with our phone system, we were instantly able to cut out unnecessary walking, and allowing 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.”
At any one time, up to six team members can talk to each other. Full-duplex technology ensures every internal and external conversation is crystal-clear and intuitive with real-time voice, zero dropouts and long-lasting battery life.
“We’re thrilled that The Fresh Market has chosen to enhance its in-store team communications and guest experience with VoCoVo’s technology,” said Martyn Jones, chief commercial officer.
“We’re glad to see demand and interest from North American retailers who are looking to improve customer service and in-store efficiencies in such a competitive market. Our partnership with The Fresh Market demonstrates our commitment to addressing those needs and represents a significant step forward in our regional growth strategy.”
