Online shopping. It’s a multi-billion dollar industry that is continuing to grow. In fact, the amount of people who shop online will increase by 20% globally this year. Customers who order online to pick up in-store want to be able to receive their items as soon as they pull up. It saves them time and money on shipping cost, they know the product is available and they don’t have to waste time trying to find it in the store. But how can retailers make sure the customer has a seamless experience when they show up curbside?
It is imperative that store associates know where their customers are at all times. Using the right technology can help retailers become aware of customers that are on their way to pickup their online order. Don’t get held up by these retail roadblocks.
Roadblock: The customer places an order online through a mobile phone, tablet or desktop, but they don’t receive a confirmation when their product will be ready for pickup. So they decide to show up at some point in the “estimated time frame” provided, not knowing exactly when their order will be available.
Detour: Using SMS alert technology, an email and/or text message is sent to the customer’s cell phone confirming and requesting a text back when they reach the store. That way, there is no confusion about when they need to arrive to the store.
Roadblock: The customer’s order is sent to the local store but the store associates are not notified that an order is waiting to be picked. The store associate isn’t aware that they need to start filling the order.
Detour: To make sure employees aren’t frantically getting the product together at the last minute; a two-way radio or tablet can be used to notify associates that an order is waiting to be filled. . They can then place it in the pickup area with time to spare.
Roadblock: The customer arrives and parks in a space reserved for in-store pickup. But associates are not aware they have an anxious customer waiting outside. The customer is now angry and no one has been out to help them.
Detour: To solve this issue, the customer can respond via text saying, “I’m here” or a beacon at the parking space can send an instant notification from the retailer’s app on their phone.
Roadblock: The final destination of curbside pickup involves running the product out to the customer. In some situations, the store associate doesn’t receive a notification with the order number so now it will take additional time searching through orders to find the correct one.
Detour: With a two-way radio or tablet, the store associate is able to receive the customer name and order number and quickly gather the order and runs it out to the customer’s car in no time resulting in a delighted customer
The right technology gives retailers the opportunity to connect with their customer. It changes the way they communicate with the customer. Customers then start to build a level of trust, knowing they will have prompt and accurate service when ordering on line and picking up in-store. By incorporating SMS text technology, two-way radios, FlorLink and beacons in your store, retailers now have solutions for each of these roadblocks when it comes to orders placed online for in-store / curbside pickup. Eliminating the need to search for the right product in store and stand in long checkout lines, the customer saves time and leaves happy.