Click and collect services offer the best of both online and in-store retail shopping experiences. They allow consumers to purchase items online, and then quickly pick up their purchased items in-store or curbside. More customers are choosing this service for several reasons, including:
- Cost. Customers would rather not pay for shipping and handling fees. This is especially true if deliveries to their address end up being a prohibitive cost, and the purchase is canceled altogether.
- Convenience. Eliminating long checkout lines and the need to search for products in-store, the click and collect service models allow consumers to arrive at the store and quickly retrieve their purchased items within minutes.
- Speed. Instead of waiting days or even weeks for their purchased items to arrive, click and collect allows consumers to purchase items online and have their items in-hand the same day.
To truly benefit from the best click and collect service models available, choose one that will integrate seamlessly with your POS system and includes some key features that will add additional layers of functionality and convenience for your consumers.
Getting Started With Your Point of Sale and ECommerce Integration
Now is a good time to think about updating your online ordering system if you don’t currently offer a click and collect service model. Modern cloud-based POS systems already have the necessary features that allow you to easily integrate it with your existing eCommerce platform. However, it should be noted that you may need to modify some settings in the software, or even add a pop-up window or new sub-pages to your website.
The click and collect option should be clearly displayed on your eCommerce site, with clear instructions about the steps consumers will need to take after they place their orders. You should also integrate a function that allows them to change or cancel their orders and make returns in-store for additional layers of convenience.
Incorporating a Customer Notification System
Having a thorough communication protocol with your customers is what makes click and collect effective. You need your customers to opt-in to receive text and email messages, as well as push notifications, but customers are typically very open and willing to receive communications from businesses and companies they frequent. Some common and meaningful topics of communication include:
- Order received
- Order ready for pick up
- Store directions and hours
- Order is in backstock/delayed
- Order confirmed as picked up by customer
- Follow up with customer on satisfaction with experience and order
- Special promotions and discounts encouraging further click and collect business
Creating Upselling Opportunities
Click and collect can create new upsell opportunities when customers visit to pick up their orders. Employees can be trained to make complementary item suggestions based on the order they’re picking up. The click and collect pickup area within the store should also be strategically placed to increase the chances of upselling. It can either be situated in a place where consumers have to walk past popular or essential items, daily deals, or other sales in an effort to catch their attention on the way to pick up their orders.
Training Staff in Customer Service and Sales
All staff should receive complete training on all aspects of click and collect servicing. There should be designated employees who receive click and collect orders and put them together in-store within the appropriate amount of time. These designated employees should also be trained in greeting and managing click and collect customers once they come in-store to pick up their orders. Staff should first conduct a simple verification in the form of an ID check and/or order number. The POS system should be set up to allow your employees to “touch” confirm on the display that they checked the customer’s ID and completed the “shipment” process. If customers decide to make additional in-store purchases, they’ll have the added benefit of “skipping” the traditional checkout line and using the click and collect counter.
Providing Tailored Service With Click and Collect
The best click and collect service models focus on the customer experience. With as much automation and computerized customer servicing there is, people still appreciate one-on-one service interactions even more.
However, due to COVID-19, the desire for one-on-one interactions is temporarily conflicting with the desire to remain safe and comfortable. Click and collect models already limit common touch points, but they can easily be converted into a completely contactless experience. The customer can display their ID from the opposite side of a clear plexiglass barrier. Once you confirm the order number, you can place their order onto the counter away from people and instruct them to retrieve it there.
Drive New Sales With the Best Click and Collect Service Models
At talech, we strive to be there for our customers during these uncertain times. Our expert consultants conduct a thorough needs assessment of your business, determining which of our cloud-based POS solutions will suit your needs best. Despite all the effects of COVID-19, your retail store can benefit from merging the best click and collect service models with the best POS solution providers at talech.
