Technology with a Human Touch: The Rise of Hybrid Customer Service

During the pandemic automation in retail became the go-to for many companies looking to provide safe, contactless service. But as the world slowly adjusted to the post-pandemic land-scape, more and more people began to crave more human inter-action, particularly in their shopping experiences. Customers, especially when making significant purchases, appreciate being able to talk to an expert who can guide them through the deci-sion-making process, offer personalized advice, and provide re-assurance.

Today, in the debate between fully automated and hybrid cus-tomer service models, hybrid is the more popular choice.

Hybrid Customer Service: The Best of Both Worlds

Hybrid customer service combines the efficiency of automation with the warmth of human support. Automated systems, like self-service kiosks and AI-powered chatbots, are great for han-dling simple, routine tasks. They can quickly provide information about store hours, product availability, or order status, allowing customers to get answers without waiting in line or on hold.

However, when it comes to more complicated issues—like han-dling returns, addressing complaints, or giving detailed product recommendations—customers often want to interact with a per-son.

Hybrid is Here to Stay

As the retail world continues to evolve, the hybrid model will likely remain the dominant approach. It allows customers to choose between automation and human interaction based on their individual needs—while also giving retailers the tools to operate more efficiently.
Retailers are increasingly using hybrid models to meet the di-verse expectations of their customers. Hybrid cashiers are just one example of how this approach is being implemented suc-cessfully, providing flexibility without compromising on service.

FLEXUS and Electroline: Pioneering Hybrid Cashiers

The FLEXUS team has designed the first hybrid cashier system for Electroline, one of Cyprus’ largest and most respected retail networks specializing in electrical appliances and technology products.

Our goal was to create a retail environment that promotes smoother customer flow and eliminates bottlenecks at the cashier counters without adopting a fully automated checkout system. An approach that would accommodate diverse customer preferences, catering to those seeking quick transactions as well as those who prefer in-depth consultation.

The counter areas were transformed into consultation spaces, with open, barrier-free layouts that facilitate direct and personal interactions between staff and customers. Each counter provides a welcoming environment, , carefully selected lighting, and natural elements that foster a calm, inviting ambiance. Functionally, we integrated all the capabilities of a traditional cashier while preserving a clean aesthetic by using concealed storage for documents, printer supplies, and cash, ensuring smooth and efficient operations.

Since its launch, the Electroline’s new hybrid cashier design has not only enhanced operational efficiency but also elevated the overall customer experience, upholding Electroline’s high standards for contemporary service quality.

Flexus has over 30 years of experience in architectural concept design and development trusted by a wide spectrum of clients from different industries. Having created more than 1.400 touchpoints gives us a head start in the retail transformation.

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