Consumer shopping habits continue to rapidly evolve, as e-commerce sales increased more than 30% year-over-year in 2020. These e-commerce trends are only expected to continue for all types of retailers in 2021 and beyond. Buy online pick up in-store (BOPIS) remains the most profitable order, as customers purchase products online and then set up a schedule for picking up the items at the store.
While the vast majority of retailers promote BOPIS, businesses that focus on encouraging customers to select curbside pickup with shorter delivery windows or other incentives are realizing even greater profits and gaining an edge over competitors. Besides improving customer satisfaction, BOPIS also makes it possible for retailers to decrease their need for third-party carriers, which reduces shipping costs while also ensuring the products aren’t delayed.
Here are a few of the reasons why top retailers are promoting buy online pick up in-store for customers.
One of the most costly aspects of order management is last-mile fulfillment. For example, last-mile fulfillment adds up to 53% of the costs of shipping. FedEx and UPS have also increased shipping prices in response to the ever-increasing demand for orders. However, BOPIS is a great way for retailers to improve the customer experience while also reducing the cost of shipments. BOPIS eliminates these logistic challenges, and it’s especially helpful for retailers offering flat-rate or free shipping.
Ecommerce Trends and Improved Customer Experience
Another advantage of BOPIS retail is that it gives businesses the opportunity to interact with a consumer, which wouldn’t be possible with last-mile fulfillment. Providing exceptional customer experience each time is a great way to keep clients coming back to your store. According to a study, 83% of consumers pay as much attention to how a store treats them compared to only focusing on the products they sell, as finding ways to improve the customer experience is essential to long-term growth.
Typically, one of the best ways to create an optimal experience for order fulfillment is to process an order in two hours or less. BOPIS is often considered as a “same day” delivery without the additional costs. Creating a quick ordering process while delivering friendly customer service is key in developing brand loyalty and separating yourself from the competition.
Eliminate Shipping Delays
Implementing BOPIS software for your business allows you to eliminate shipping delays, whether it’s due to limited carriers or peak shipping season during the holidays. Most customers are used to two-day shipping, as any delays can negatively impact the customer experience and decrease the likelihood of them using your business in the future. However, using retail software such as BOPIS makes it possible to deliver a much quicker service to ensure your customers are more than happy with the results.
Gain More Upselling Opportunities
Looking at ways to gain more upselling opportunities is a critical aspect of boosting your retail sales. Customers who visit your store are much more likely to browse around and make additional purchases. This creates an excellent opportunity to boost your sales, as research indicates that 85% of customers make additional purchases in-store if they are picking up an online order. Over time, this can play a key role in boosting your overall sales numbers.
Utilize Store Inventory
BOPIS software makes it possible for retailers to fulfill orders online from existing inventory. The ability to move out existing inventory allows businesses to avoid making costly markdowns while also giving them additional resources to invest in newer inventory. Retail management software makes it possible to view inventory in real-time, which gives consumers greater access to making orders that can quickly be fulfilled without any delays.
Key Points to Remember for Retailers
1) Using a robust retail point of sale software is essential in making it simple for consumers to make purchases from your store. Cloud computing makes it easy to use retail POS software for a variety of activities, such as displaying inventory, orders, pickup dates, and payment options. BOPIS software will also confirm with customers that their order is received and when the order is available for pickup. All of this results in a great customer experience and is one of the biggest reasons behind e-commerce growth.
2) Store employees are an essential component to creating an effective strategy for using BOPIS software. Each store needs to be appropriately staffed to easily provide support for foot traffic while also offering e-commerce fulfillment services. These associates need to be trained on how to deliver the best customer experience for both types of customers. However, a lack of resources can do plenty of harm to your brand, as exceptional customer service is a key aspect of BOPIS retail.
3) Retailers need to understand which changes need to occur to avoid logistical challenges while implementing a BOPIS system. Keeping a few things in mind is critical for a smooth process, such as providing clear instructions for customers and employees to create an efficient BOPIS experience for everyone involved. These stores need to also invest in the right type of infrastructure, such as kiosks, dedicated parking space, and signage to make it easy for customers to navigate your parking lot.
4) E-commerce trends will continue to change with the market. Retailers must continue to find unique ways to offer quality services for consumers without decreasing profits or negatively impacting customer service. Successfully implementing a BOPIS system for your business allows you to provide the best of both worlds by combining the online shopping experience with in-person pickup to reduce shipping delays and costs. Continuing to look at ways to promote BOPIS retail is critical in helping stores improve the customer experience while also saving a lot of money over the long-term.
Now is one of the best times for your business to invest in BOPIS software to increase sales while also building brand loyalty with your customers. The retail industry remains ultra-competitive but using retail management software allows you to make the ordering process much easier and help you fully capitalize on the latest e-commerce trends.
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