A guide to in-store Click & Collect
The problems with in-store Click & Collect and how to solve them
of customers have experienced a problem with in-store Click & Collect or Pick up point services.
Customer expectations are rising.
Today’s customer expects retailers to meet them where they are: on any device, any channel, any time, and the same applies to delivery.
In-store Click & Collect, where customers order online and pick up in a bricks- and-mortar location, is widespread and its popularity is growing. It gives control to consumers by allowing them to collect at a time convenient to them.
By driving footfall into the store, it also gives customers an opportunity to interact further with the brand. In addition, environmentally-conscious shoppers are using pick-up options more often as a means to reduce carbon emissions and packaging.
But from both a customer and retailer perspective, the service, at many retailers, is broken. Increasingly, the in-store experience is getting worse as retailers “cost engineer” their in-store offering which often results in existing systems stitched together by manual processes. This causes knock-on problems for customers; evidenced in the fact that year on year Click & Collect customer satisfaction rates are falling.
For most retailers, offering a seamless, engaging solution seems tricky, resulting in a poor customer experience, frustrated store associates and missed sales. When auditing some of the biggest brands, we saw manual processes, paper-based systems, and long wait times.
For multichannel retailers, Click & Collect is selected on more than 33% of orders. Yet customer satisfaction levels have failed to keep pace with this demand and are now lagging behind. In fact, a study by JDA revealed that nearly half of all customers experienced a problem, be it a lack of notifications or long wait times because of cumbersome processes in-store.
How Brown Bag Clothing use HubBox to reduce failed deliveries and drive increased spend
Online retailers Brown Bag Clothing and Woodhouse see higher average order values when they offer customers Click & Collect at checkout
Powering in-store collection for omnichannel retailers like Skinnydip, London.