BOPIS / Click & Collect

Many customers appreciate the convenience of BOPIS, as it allows them to shop online and avoid the crowds and long lines at the store. However, if their only option is to enter the store to pick up their orders, it can defeat the purpose of this service. As more and more consumers go online to shop for everything from groceries to fashion and furniture (US ecommerce grew 10.8% in Q3 2022), retailers face the pressure to offer more choices when it comes to the fulfillment of orders, which is why adding Click & Collect as a customer option makes sense in any retailer’s omnichannel strategy.

With SocialQ’s simple, seamless, Click & Collect tool, you can make this feature part of your store’s omnichannel strategy and transform your curbside/store pickup from a headache into an optimal, efficient process for your store employees and customers.

Empower Customers

The worldwide BOPIS industry is expected to reach $703 Billion by 2027, with almost 70% of US consumers having used some form of BOPIS when shopping. Empower your customers by giving them more choices in how they want to buy and collect their purchases.This added flexibility gives the customer the power to book a collection date and time based on their schedule. Providing your customers with a more convenient, flexible, and time-saving experience will lead to improved customer satisfaction and loyalty.

Enhance Customer Experience

By the end of 2021 it was estimated that 61.8% of major store-based retailers offered curbside pickup. This led to a faster and more convenient experience for customers who raved about the time saving it afforded them with their busy lives. 

Increase Store Revenue

85% of consumers who have used BOPIS say that they have made additional unplanned in-store purchases when picking up an order placed online. Furthermore, since BOPIS generates more profit than other omnichannel services, retailers can offer incentives such as discounts to encourage customers to choose this option, benefiting both the customer and the business.

Store Labor Efficiencies

Gives stores the ability to repurpose current in-store staff to handle click & collect orders without having to hire additional workers. By leveraging SocialQ dashboard, store managers can identify peak times and plan staff schedules appropriately.

Virtual Queues and Online Bookings

Human beings spend 37 BILLION hours each year, waiting in line somewhere. And as the world becomes faster and people grow more impatient, consumers will demand a fast, efficient, shopping experience. With SocialQ’s Virtual Queueing and Online Bookings tool your customers will get back their freedom to spend their time in other, more positive ways.

It's Okay To Let Your Customer Know How Long They'll Wait

Research continues to show that providing your customer with wait-time estimates reduces their average wait time and stress level. This is because when customers are given a time commitment upfront or an appointment time, expectations have been set and met.Virtual queues are also a visual tool that customers can physically check while browsing the store, thus knowing that they will not lose their place or stuck behind someone who arrived after they did.

Improve Staff Productivity

Virtual queues can greatly improve efficiency by ensuring that customers are served in the correct order, directed to the appropriate service agent, and given the option to be re-queued as needed. Also, by using a virtual queue, retailers can reduce the need for physical queue management systems and staff, leading to cost savings.

Reduce Actual Wait Time

Virtual queuing technology allows service agents to have a better understanding of the overall situation, which enables them to serve customers more effectively and accurately. This increased productivity leads to more efficient service, resulting in shorter wait times for customers and increased satisfaction for both customers and businesses.

Increase Sales

As you hold your customers' place in line, they are able to browse your to continue shopping or relax at the bar while they wait to be notified that they are next to be served.

Click & Deliver

Same-day, instant delivery is in demand and companies without this ultrafast tool will continue to leave money on the table in the form of abandoned online customer shopping carts.This trend is expected to continue to grow in the coming years, as consumers seek out retailers with faster delivery options.

SocialQ is now able to facilitate an instant delivery service, from the time a retailer’s pick and pack process is complete.Imagine getting last minute printing supplies delivered to your office while you’re on a deadline, or tools/supplies to your worksite before the end of day.

Customer Loyalty and Retention

Customers who receive their orders quickly are more likely to be satisfied with their shopping experience, which can lead to increased customer loyalty and repeat business. A study by Deloitte found that consumers who received their orders within an hour were three times more likely to shop with that retailer again compared to those who received their orders within a day.

Competitive Advantage

In today's crowded and competitive retail market, the ability to offer fast and convenient delivery can be a key differentiator. Consumers are becoming more and more accustomed to on-demand services, and retailers that are able to offer instant delivery may be more likely to win their business.

Increase Sales and Repeat Business

Customers who are able to receive their orders quickly may be more likely to make a purchase, as they know they won't have to wait long for their items to arrive. In a recent survey, 80% of respondents said they were more likely to shop with a retailer that offered same-day delivery and return to buy more items. 

Reduce Delivery Costs

Taking advantage of SocialQ’s unique partnership, retailers will not pay any additional costs when a customer opts for Instant Delivery through SocialQ.Instead the customer will pay for the delivery -   A 2021 survey found that 65% of consumers are willing to pay for faster, more reliable deliveries.. Finally, Instant Delivery will streamline the fulfillment and delivery process, leading to a reduction in costs and thus  improving store profitability.

Store Reporting

SocialQ’s Store Reporting software provides easy-to-understand reports and visuals, regarding trends and patterns, busy store times, customer orders and wait times, as well as staffing. It means that anyone, at any level in the business can analyze performance metrics and understand which of your stores, services, and staff are providing the most value to your bottom line.

Personalize Your Customer’s Experience

With SocialQ’s platform and leveraging your customer’s data on their preferences and purchase history, we can send them recommended products or services when they enter your store! This not only helps your stores to increase sales, but it will  improve customer satisfaction by making the shopping experience more relevant. In fact, 62% of customers say it is acceptable for companies to send personalized offers or discounts based on items they’ve already purchased.

Improved Decision Making

By analyzing data from SocialQ’s Store Reporting, retailers can make more informed decisions about their business,including determining its peak shopping periods, inventory turnover, Click & Collect/BOPIS wait times, and comparative reporting between stores, regions, or even on a global level.SocialQ’s Store Reporting platform provides retail businesses with insights into team performance and customer experiences, allowing you to better manage your business.

Increased Sales

By analyzing store performance data, retailers can identify trends and patterns that can help them increase sales and revenue. 61% of consumers have stated that by receiving promotions or recommendations, based on their past purchase history, would make them more likely to make a purchase.

Enhanced Marketing Efforts

Retailers can use store reporting and analytics to identify the most effective marketing strategies and channels, helping them to personally target customers, based on their past shopping habits and histories, when they return to the store.

A Better Customer Experience

Retailers can use store reporting and analytics to better understand customer behavior and preferences, allowing them to tailor their offerings and improve the overall shopping experience.

Customer Communications

SocialQ’s platform enables retailers to interact with their customers in a personalized way, based on each individual's unique profile, shopping history, and preferences. This level of personalization can be highly effective at driving repeat engagement and loyalty over time, as recurring interactions create more data from which brands can design ever-more relevant experiences that generate strong, long-term customer lifetime value and loyalty.

In fact, 71% of customers expect to receive some sort of personalization during their shopping experience. The same study showed that brands that provide personalization see almost 40% more in revenue.  

Send Customers Personalized Offers When They Arrive

Leverage SocialQ’s tools with your CRM to create customized promotional campaigns that are tailored to each individual customer. As customers enter your store, they scan a QR code to check in and then receive an in-store offer or coupon for their entire purchase. You can also use SocialQ to alert customers to check out specials and offerings in different departments within your store.

Offers Based on Past Shopping Histories

Loyalty programs and promotions help provide insight into consumer attitudes and engagement, while also creating meaningful interactions with these consumers as part of a value exchange. In 2021, a survey found that 68% of customers like it when a loyalty program sends them personalized discounts based on their purchase history. SocialQ allows your stores to utilize their existing data, and amplify individualized customer engagements that will drive and grow the loyalty programs.

Engage With Your Customers In Your Voice

With SocialQ’s white-labelling services retailers control the tone, language and branding of all of their customer communications and interactions. This allows your team to maintain a consistent brand image and voice throughout the customer’s shopping experience..

Excelling At Personalization Generates More Loyalty and Revenue

In highly competitive markets, personalization at scale will be the key driver of future growth for all retailers. The research found that companies that excel at personalization generate 40 percent more revenue from those activities than stores that do not prioritize it. Most customers associate personalization with positive experiences of being made to feel special by the store. Customers believe this demonstrates the retailer's investment in their relationship, and do not view them as possible transactions