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Curbside pickup or buy online, pick-up in-store (BOPIS) are more popular than ever. And increasingly, retail customers expect you offer a BOPIS program.
Fortunately, offering BOPIS to customers has gotten easier than ever. You don’t need expensive third-party software or fancy hardware to offer it. Instead, curbside pickup software is commonly built into the best retail POS systems.
With POS-based BOPIS software, you can add curbside pickup as an option to your ecommerce checkout. The software then automates the entire process, from order placement, to picking, “Your Order Is Ready” email, and ultimately, customer pickup in the store.
Interested in how curbside pickup works? This guide explores what it is and how curbside pickup software offers end-to-end support.
Curbside pickup refers to allowing customers to place an order online, and then pick up the order at your store. Generally, the customer places an order on your website or ecommerce store.
Then, commonly, curbside pickup software automates the order picking, sends an automated message, and facilitates a pickup time with the customer. The most common forms of click-and-collect include:
Manually managing curbside pickup fulfillment is time-consuming and error prone. BOPIS software makes the process more accurate and efficient.
Here’s what it does:
With in-store pickup, the customer would then proceed to pick-up at the customer service counter. However, with curbside pickup, they would either need to call the store or notify staff in-app that they had arrived.
Commonly, retail software with strong ecommerce and POS integrations offer this feature and completely automate the process. Another benefit of POS-based BOPIS software: These systems are built for real-time inventory based on online and in-store sales to help prevent overselling.
Other key benefits of a POS with curbside pickup software include:
Curbside and in-store pickup options have become increasingly popular in retail due to the convenience they offer customers. These programs aren’t just a luxury. They’re increasingly something that customers expect.
However, successfully rolling out this type of program can benefit your customers and you. Here are some key ways:
Customers love BOPIS. In fact, in 2022, U.S. shoppers spent $95 billion via buy online, pick up in-store, accounting for 9% of all online sales.
In other words, these programs can help you connect with and build loyalty with customers. Key benefits include:
Businesses also can enjoy benefits of a successful in-store or curbside pickup program. They include:
An effective in-store pickup program requires careful planning. Every detail counts, and the easier it is for customers and employees to manage the better.
Here are some tips for doing store pickup right:
Effective communication is central to in-store pickup fulfillment. Sending automated text messages to customers when their orders are ready keeps them informed and engaged.
This practice allows customers to plan their pickup according to their schedules, reducing wait times and enhancing overall satisfaction. By adopting this communication strategy, businesses create a more efficient and customer-centric pickup experience.
A POS-integrated in-store pickup app will automate this process and bridge the gap between fulfilment and customers.
This message is very important. It needs to be clear and not too long. It should also have all the important information. When writing “Your Order is Ready for Pickup” emails, include this information:
Writing a good message will help customers know what to do. It also helps them feel less anxious and more confident about the pickup process.
Streamlining in-store pickup fulfillment begins with automating order processing. Trigger workflows when orders are placed.
This will reduce the risk of errors and ensure orders are prepared promptly. An effective strategy automates:
By automating routine tasks like order confirmation and preparation notifications, you free up staff for more customer-focused activities. Plus, efficiency gains through automation lead to better customer experiences, as orders are ready on time, enhancing satisfaction and loyalty.
Catering to customer preferences for pickup times is a key strategy in in-store pickup fulfillment automation. Consider extending pickup hours to accommodate diverse schedules. This flexibility significantly elevates customer satisfaction and fosters loyalty.
Customers value the convenience of choosing a pickup window that suits them and aligns with their busy lives. It reduces the stress of adhering to rigid pickup schedules and reinforces the notion that your business values their time.
Having flexible pickup times can make your business stand out and attract more customers who like convenience and personalized service.
A key advantage of POS-based BOPIS software: It instantly connects your inventory systems.
Efficient inventory management is a cornerstone of successful ship-to-store fulfillment automation. Implement inventory tracking systems that seamlessly sync with your POS and in-store pickup app. This integration prevents issues like overselling and ensures customers receive accurate information about product availability.
Accurate inventory data is vital for managing customer expectations and avoiding disappointments.
Organizing and managing your inventory will help make sure customers get the right orders. It also builds trust with customers and makes it easier to do business quickly.
These tools should:
In essence, it’s the behind-the-scenes work that allows you to deliver a seamless and reliable in-store pickup fulfillment experience.
Your staff plays a pivotal role in the success of a curbside pickup program.
Therefore, you need to thoroughly train them in the curbside pickup software and develop clear guidelines for processing and fulfilling orders.
Effective training ensures your team can manage orders efficiently while providing a high level of service. Well-trained staff are better equipped to address customer inquiries, resolve issues, and maintain a positive brand image.
Investing in their training pays off in enhanced customer satisfaction and loyalty. The employees in your store are the people customers will see when they pick up their orders.
Continuous improvement is the key to success. Encourage customers to share their thoughts about your store pickup process.
Use this feedback to pinpoint areas for improvement and refine your process. Customer insights are a goldmine for enhancing processes, addressing pain points, and identifying opportunities to exceed expectations.
By actively seeking and acting on feedback, you demonstrate your commitment to providing the best possible experience. This iterative approach drives ongoing enhancements, ensuring your in-store pickup service remains competitive and aligned with customer needs.
Tracking metrics is essential for a successful BOPIS program. Fortunately, BOPIS software makes it easy to monitor KPIs like:
Regularly review these metrics to track progress and make necessary adjustments.
Monitoring data ensures you stay aligned with your goals and customer expectations. It allows you to identify trends, spot bottlenecks, and seize opportunities for improvement.
Don’t overlook the importance of promoting your in-store pickup program. Use targeted marketing and clear website messaging to inform customers about this convenient choice. Highlight the benefits, including reduced wait times and enhanced convenience.
Make it easy for customers to understand how in-store pickup works and why it’s advantageous.
A Buy Online, Pick Up In-Store program can be a valuable addition to your retail strategy. But before you launch, be aware of potential challenges to avoid.
Here are some key areas to consider:
Without accurate inventory, your BOPIS program can cause more harm than good. You might run into issues like overselling items and stockouts.
This is why you need a system that integrates with your POS. This will ensure real-time inventory and allow you to sync online and offline sales data. And it’s a lot easier than trying to integrate a third-party tool with your POS system and your inventory data.
Customers expect this process to be flawless. Inefficiencies or confusion can turn your customers off (which makes it much harder to win them back to BOPIS shopping in the future).
Focus on these key areas:
BOPIS success really comes down to communication. First, communicate expectations and processes to your staff. Then, focus on educating your customers:
Make the in-store experience foolproof. Create a designated pickup area that’s easily accessible and well-organized.
Provide efficient check-in solutions. You might send a QR code for example and have the cashier scan the code. Training your staff on this experience will also help ensure consistency and empower them with knowledge about the program.
Omnichannel is the name of the game in modern retail. With a POS-enabled BOPIS software, you can connect online shopping with in-store experiences. Some of the options include:
You might also offer a direct-ship, return in store option as well. Ultimately, the challenge is balancing all of these channels and ensuring a consistent experience.
You don’t need a huge team to deliver a customer-first store pickup fulfillment program. You just need the right tools.
FTx POS and FTx Commerce offer the in-store and ecommerce inventory management tools you need to create, manage, and scale store pickup automation. Our tools help you:
Need some help getting started? The FTx POS team can help you set up and launch an in-store pickup workflow in your POS. Call us today to learn.
Consider your target audience, store layout, inventory management capabilities, and staffing resources to determine if BOPIS is a good fit for your business.
Generally, if you serve a tech-savvy demographic that values convenience, BOPIS will be a welcomed addition that can help you drive loyalty and increase sales.
Highlight BOPIS on your website and social media, offer incentives, train your staff, and partner with local delivery services.
Some strategies include:
You'll need an online ordering system, inventory management software, mobile devices or handheld scanners, and customer communication tools.
The good news: A modern point of sale like FTx POS offers all of those tools and software features. With FTx POS, you can launch a connected ecommerce experience, automate the fulfilment process, scan items when picking orders, and automate notices to customers.
Clearly communicate BOPIS instructions, create a dedicated curbside or in-store pickup area, train staff on BOPIS procedures, and offer flexible pickup options.
Learn more about this topic. See these related posts on the FTx POS blog.
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