As today’s savvy consumer becomes more demanding for the personalized customer experience, one thing is clear, buy online, pick-up in store (BOPIS) is here to stay.
For many retailers, BOPIS can be a struggle as it means mastering how to provide the customer with what they order online when they need it in store. Many times, this process comes down to automated assistance and how well your tools work for you.
Creating the right customer experience with BOPIS comes down to the below best practices:
- Automate your process as much as possible. Utilize online virtual assistants and chatbots to communicate order processing, availability, and order information. Kiosks can authenticate customer identity before they arrive at the pickup counter. GPS systems can alert associates on the arrival of a BOPIS customer.
- Over-communicate. When a customer places a BOPIS order, send an immediate confirmation. Include clear directions, when the order will be ready, where to pick up in-store, and what forms of identification are required.
- Evaluate your tools and systems. The success of BOPIS fully depends on inventory visibility. If you don’t have strong visibility into the availability of items, then your customers won’t either, which makes BOPIS a painful strategy.
- Evaluate your procedures. Set up reporting to provide quick insight into the ROI of your BOPIS offering and trend information that may highlight any areas that need additional attention. Hire secret shoppers who can determine whether associates are following established safeguards and delivering on BOPIS’ promise of convenience.
At Linc, our clients have realized the need to automate the BOPIS process as a way to provide a holistic and differentiated customer experience. By implementing this feature as part of the customer care solution, they are further able to give their customers the experience they want, thus turning one-time shoppers into lifetime buyers.
We’re very excited to have launched this option for our clients. This means even more shoppers can get the products they need when they want them while allowing brands the opportunity to create a 1:1 customer experience. Please let us know if you’d like to discuss in detail – and learn why leading brands are implementing this new feature.