Click and Collect Retail – stores plus online equals higher revenues
Customers want Click and Collect retail convenience
Click and Collect retail has been one of the big multichannel stories of the last 5 years. Its gain in popularity arguably started when supermarkets took up the idea realising that it effectively brings online customers into their store and gives customers a reason (guaranteed in-stock) to go online.
Christmas 2013, Tesco and Sainsbury’s notably saw stellar results from the service. In today’s newsletter there are still more reasons for retailers to boost their click and collect service. Burberry, for example, in its first-half trading update today, cites the importance of click and collect helping to generate the astonishing 17% boost to retail revenues that it reports today. And respected retail analyst Verdict says in its predictions for the final quarter of 2013 that click and collect is expected to help lift online revenues significantly this Christmas.
The flip side of all this positive press is the growing number of negative comments on Click and Collect service being reported across social media, blogs and customer feedback sites. The common theme to these disgruntled comments seem to be around the level of service given to the collecting customer when arriving in store to collect.
Too often it would seem that the Click and Collect process ended at the on-line checkout and the taking of payment. When in store the customers talk of poor signage, lack of direction, waiting in long queues and repeating of collection request to numerous members of store staff.
At Collectec we understand that this digital meets physical element of click and collect needs to be an extension of a retailers customer service promise. A POS sign saying “Click & Collect” hanging above an already congested payment/till line is not what these customers want or deserve. There is a better way.
Collectec have developed a unique solution “Store Collect” which bridges these two world and helps the retailer offer the customer a continuation of their digital journey when they arrive in store. We help the retailer engage with the customer using a medium they want, give the store team the collection request information and most importantly inform the customer of what is happening, how long it will take and an offer of options of what they can do whilst they are being served (NOT processed).
Collectec’s solutions fill the gaps in retailers legacy systems, allowing goods to be stored and located quickly, customers engaged and informed and the collection experience to be a dedicated collection journey, not just a poster above a counter.