How a Hong Kong start-up is helping HR harmonise and redefine the sales industry.
At first glance, iSlash’s platform can be viewed as a disruptor of the traditional in-store sales process yet, digging a little deeper, its functionality can be leveraged by HR and business leaders alike to better understand key people metrics and improve employee performance. Kalie Sei, Co-Founder, iSlash recently shared more details with HR Magazine.
“The platform can be used by HR professionals and businesses leaders as they transition to an online-to-offline strategy. From a manpower perspective, one of the ways it can be leveraged is to enhance customer relationship building and to better understand individual team member performance. For example, the platform assigns front-line sales staff with a QR code that sits on their name tag. Customers simply scan the code and are instantly connected and given the contact information of the sales representative — enabling them to continue to build their relationship once they leave the store. The QR code also gives customers the opportunity to provide anonymous feedback on the staff member’s level of service.
For HR and management, this makes it much easier to track individual performance and customer satisfaction. It also makes the process of calculating commission much simpler as it is easy to see which sale corresponds with each team member. The platform also has the functionality that allows the data to be segmented by performance levels — enabling managers to identify high-performing team members as well as those who may need additional training,” Sei explains.
iSlash’s chat functionality, whilst primarily used for customer communication, has proven to be an effective tool for training junior members of staff. Sei elaborated, “One of customers’ biggest frustrations comes from ineffective communication. Often, more traditional organisations may encounter challenges when training junior team members to effectively handle frustrated customers. This is where the chat history between customers and sales representatives can be an effective training tool. The function acts as a knowledge-sharing hub and enables new joiners to examine previous customer/employee conversation history, discover customer pain points as well as effectively learn how to diffuse negative sentiments in a safe and realistic environment.”
With Hong Kong’s retail sales forecasted to rebound by 7% in 2022, iSlash is a useful tool that would enable businesses to forge relationships with new and returning customers, paving the way for their long-term success.
Paul Arkwright
Publisher
