[chrissnell]

I understand where you're going with this now. Employees tap out responses on their smartphones. Put yourself in the shoes of a customer now: you walk in and see an employee looking down at their phone and tapping away. Most people won't assume that they're conversing with a customer. The phone conversation doesn't have the same "hey, I'm busy with another customer right now" effect that an audible phone or in-person conversation has. Customers will assume the worst: that they're being ignored for the sake of some employee's personal texting.

[alaskamiller]

Floor staff are trained to be proactive rather than reactive. When the customer has already voiced their intent and it doesn't necessitate more interaction you can switch to another channel queue.

Obviously if that's not the dynamic of your shop then this isn't the right tool.

[tonysusername]

Employees already use there phones while at work to text their friends etc...When a customer walks in.... They would usually put there phone in their pocket and satisfy that walking.

Can't see how they wouldn't use this in the same way.