Plug Into Better Shipping Part 8: Click & Collect

Posted by Temando on Friday, June 13, 2014 with No comments


The digital and physical worlds have collided. Consumers expect a consistent experience across multiple touch points. Friction, real or perceived, must be removed to increase conversions and provide a customer experience with a point of difference.


Many bricks and mortar retailers are including physical store fulfilment models, this is evident in the Australian retail landscape, simply type in 'Click and Collect' into your search engine and pages will appear of retailers who have adopted this fulfilment model.

For many SME merchants this seemingly enterprise grade functionality is only available for the top end of town. Think again. Click & Collect can easily be enabled when 2 store locations are available in your Magento platform. 


BCF offer Pickup in Store



DS Click & Collect promotional page



Benefits
- No delivery costs for your business. The ability to charge what ever amount to your customer.
- Incremental conversion attribution. 
- Increased in-store foot traffic and opportunities for customer engagement.
- Multiple store capability allows the customer to select the pick-up store most convenient to them. 

What does the customer journey look like?



Points to consider 
1. Staffing – who will manage Click & Collect in-store? Nominate an eCommerce champion to look after the process flow
2. Dedicate a computer and work station for Click & Collect orders
3. If your store is smaller, notifications can be sent by email advising in-store staff that Click & Collect has been selected as a delivery option. This allows you to prioritise fulfilment ASAP.

Remember, you can easily offer these options, but you need to make sure you have the processes and technology in place to provide a seamless customer experience. Ensure you have the Click & Collect journey down pat (dry run through recommended) – so when your customer gets to your store they've had a 'surprise and delight' experience. Who knows, maybe they'll purchase that shirt they were collecting in black as well. 


Next week we will show you how to configure Click & Collect in your admin.

 Want to learn more about any of the features we talk about? Contact one of our Solution Managers or visit www.temando.com.