4 Ways Technology Enhances Customer Experiences & Satisfaction At Our Chocolate Shop


Self Checkout And Other Customer Service Technology Enhances Customer Experiences, Making Shopping Faster, Easier, And More Personalized Than Ever Before

More than three-quarters of businesses are currently in the process of adopting emerging self-service and customer service technology [1]. Here at Sinful Sweets, we’re proud to say our use of technology enhances customer experiences at our chocolate shop. Specifically, our use of self checkout kiosks, our availability on food ordering apps, and our investment in website and social media technology helps us provide fast, responsive, high-quality customer service. The quality of the service experiences customers have at our chocolate shop means the world to us, because we know that (for more than three-quarters of customers) poor quality service experiences are a detriment to their quality of life [2]. Explore our website, contact us on social media, or visit us in-store to experience our high-quality customer service for yourself, or keep reading to find out more about how technology enhances customer experiences in our chocolate shop!

Self Checkout & Self Service Kiosks Make Customer Experiences Faster & Retail Interactions More Helpful

When retailers adopt self checkout and self-service technology, customers receive faster, higher quality service. This use of technology enhances customer experiences so significantly that retailers who don’t implement self-service technology are at a distinct disadvantage — customers are so satisfied by technology in-store that they’re statistically more likely to shop in technology-assisted spaces [3]. What’s more, all the ways technology enhances customer experiences are seeing year-over-year improvements, with customers’ satisfaction with self checkout and self-service technology growing up to 10.6% per year [4].

This finding isn’t surprising considering that self checkout and self-service technology makes 76% of customers’ shopping experiences faster [4]. Plus, associates working with the support of self checkouts are more helpful, with nearly three-quarters of consumers reporting that self checkout and other self-service technology in-store improves the quality of their interactions with retail workers [4, 5].

Web-Based Improves Customer Service Accessibility & Gathers Data For Product/Service Improvement

Web-based technology dramatically improves the experience of the more than 60% of customers who prefer self-service customer service using a website [6]. What’s more, web-based technology enhances customer experiences by reducing wait times for human customer service interactions, which is essential given that more than half of customers expect a response to customer service inquiries within an hour, even after hours and on weekends [7].

Mobile-accessible website technology enhances customer experiences for customers in-store, too, as 65% of customers research products online before ever going to a store [8]. Moreover, 80% of customers look up information about products online while they’re in-store considering a purchase [9]. Additionally, web-based technology offers unseen benefits to customers via data collection. Collecting data, including journey mapping through a website and explicitly soliciting feedback about products and services, enables us to provide better customer service at our chocolate shop and design more desirable products and services [10].

Social Media Technology Is Better Able To Right Customer Service Wrongs

The ways that social media technology enhances customer experiences cannot be overlooked. More than 80% of customers are already on and using social media for customer service, so social media empowers retailers to meet customers where they’re at [11]. This is especially important considering that 96% of dissatisfied customers won’t actively complain, but 86% would be willing to give feedback if asked [12, 13]. Social media’s best use is contacting unhappy customers to get feedback and try to change the customer’s experience.

This personalization and responsiveness is why more than half of consumers now prefer to use social media technology for customer service [14]. Moreover, it’s likely why as many as 14% of social media based customer service requests come from customers who are having difficulty in-store [15]. Social media technology enhances customer experiences so much that consumers often find social media based experiences more helpful than in-store customer service!

Food Ordering Apps Make Food Retailers More Accessible & Improve Customer Service And Food Quality

Food ordering app technology enhances customer experiences in a variety of ways. Primarily, food ordering apps improve customers’ access. As many as 81% of customers would patronize restaurants more often if they were available via a food ordering app [16]. Plus, food ordering app technology enhances customer experiences by increasing customers’ access to a variety of food options (like our chocolate shop), and by enabling easy filtering by wait-time, proximity, and price [17]. This increases every customer’s quality of life, but has an especially strong impact on people with disabilities and who have limited access to transportation. What’s more, food delivery apps also tend to improve customer service and food quality for the same reasons that other technology enhances customer experiences in similar ways; restaurants are better able to solicit and make changes as a result of customer feedback [18].

Ready to satisfy your sweet tooth? Visit our full chocolate shop located in Downtown Pittsburgh or try one of our self-checkout kiosks at Ross Park Mall and the Grove City Premium Outlets.