Current Curbside Solutions Aren't Living Up to Expectations
In a race to launch, retailers “hacked” their way to create curbside pick-up solutions. Many retailers simply add a step to their BOPIS solution by telling consumers to call the store when they get there. While this solution acts as a band-aid, customers now expect a better experience.
With no time to stage the orders for pick-up, store associates are left searching to identify the store order. This experience all happens while the consumer is on the phone, waiting in the parking lot. During this call, associates also have to collect personal, order, and location information. Then, they are left scurrying to locate the car. This experience can result in:
Retailers who hack their solutions end up placing extensive strain on their in-store teams.
Long Wait Times
The hacked process and the burden on the store associates can cause your arrival-to-collect times to plummet. Consumers don’t want to wait, with the ideal time for arrival to collect being two minutes or less.
Decreased Accuracy & Efficiency
The lack of opportunity to prepare and an overwhelmed associate can result in decrease order accuracy & efficiency.
All of this results in one thing: a bad experience for both consumers and store associates alike.
With flexEngage, deliver…
Clear, Timely Messages for a Better Customer Experience
Minimize Wait Times at the Store by having them provide information before leaving to increase the likelihood of purchasing from you again.
Deliver personalized SMS messages for your customers through in-portal SMS messaging to show up in the micro-moments that matter to your customers.
Offer transparency by showing expected wait times to reduce customer frustration.
Give Your Associates the Tools For Better Success
Increase Orders fulfilled by allowing associates to know what customers are coming to increase productivity.
Increase associate visibility so teams can prepare for peak pick-up times to decrease associate frustration.
Offer a centralized queue management dashboard so associates can access all queue information easily to increase order accuracy.