5 Steps to Enhance Click and Collect Process

One of the best positive shifts that have occurred in recent years is that retailers put the customers in the first place and focus more on what the customer wants. Providing convenience and flexibility in online shopping is now essential - because the customer demands it. 

Click & Collect allows customers to pick up their online orders in-store instead of waiting for regular delivery

Launching the Click & Collect delivery method requires a certain business reorganisation with appropriate software solutions. Fortunately, the experienced team working on the NB SHOP platform can help you set up and streamline the in-store pickup operation, enhancing your eCommerce business. Aksa, Dexy Co, Sport Vision, Extra Sports are some of the many online stores that have this solution implemented.

If you already offer this delivery option to your customers, read more to find out how you can improve the process even more!

1. Offer Click & Collect as a free option

Click & Collect can be an excellent alternative to other delivery options. For example, it suits customers who work from 9 to 5 and cannot accept orders while at work, those who don't know if they'll be at a certain place on a certain day, and those who simply prefer to physically go to the store. Some sellers still charge customers to pick up their items in-store. This might be unreasonable to customers– after all, additional costs are one of the main reasons for abandoning the checkout process, potentially causing you to lose a valuable customer who would otherwise spend more.

2. Improve the mobile

The number of mobile phone users is constantly increasing, with predictions that there will be 7.26 billion active users by the end of 2022. Consumers expect a seamless integration of the physical and online worlds. Therefore, smartphone and tablet compatibility plays a huge part in ensuring a seamless user experience for any online retailer. Consequently, the Click & Collect feature must offer an adequate mobile user experience.

3. Ensure that the in-store pickup option stands out on the checkout page

Click & Collect is as convenient as it sounds, but how have you presented this option to your customers? Ensure that your message is clear and that the customer is familiar with this option when he reaches the checkout phase. If the information is not clear, it can be frustrating, potentially causing customers to abandon their cart altogether – a situation no retailer wants.

4. Put your pickup location to good

There should be a marked area for Click & Collect customers in-store, allowing them to pick up their orders without waiting in line. When designing and equipping that space, bear in mind that nearly half of the people who pick up their orders end up buying additional items whilst in the store.

5. Collect accurate information on your customers

Sending a text message or email to inform customers when their item is ready for pickup is an excellent way to keep customers informed, contributing to convenience and a positive customer experience. However, what's the use of sending an SMS or email if you don't have accurate customer data? Make sure you register the correct email and phone details in the checkout process so that emails and messages reach the right person at the right time. One way to ensure you have collected accurate details is to implement phone and email validation.