Company News • 24.06.2021

Improving the Retail Customer Experience with Appointment Booking

Retailers are adapting to this new paradigm by providing customers with more ways to shop at stores

COVID-19 has forever changed the way that customers shop at retail stores. Many are still concerned about becoming sick while shopping, anxious about navigating crowds and narrow aisles while attempting to social distance. These obstacles are pushing some customers further towards shopping online, with some avoiding stores altogether.

Many retailers are adapting to this new paradigm by providing customers with more ways to shop at stores. With the demand for curbside pickup and BOPIS skyrocketing during the pandemic, and with demand staying high even as stores reopened, retailers have ramped up these shopping options to capitalize on online sales.

However, with this massive shift comes new concerns about how to ensure that orders are being fulfilled in a timely manner. At the outset of the pandemic, satisfaction with online pickup and delivery at grocery stores dropped by 30%, likely due to long wait times or items being out-of-stock. These processes are also fairly new in the retail industry. Before the pandemic, many retailers either hadn’t implemented BOPIS and curbside pickup, or were only offering it at select stores.

Supplier
Logo: Reflexis Systems GmbH

Reflexis Systems GmbH

Kokkolastr. 5-7
40882 Ratingen
Germany
Retail saleswoman with tablet
Source: iStock-1307388270

So how can retailers successfully manage the high volume of these new processes?

Appointment booking solutions are essential to control traffic, comply with various state and local regulations, and ensure a consistently excellent retail experience for your customers. These solutions provide customers, frontline associates, and on-site managers with an easy avenue to schedule, plan, and prepare for upcoming appointments, making it easier to roll out new customer shopping initiatives while guaranteeing that new fulfillment processes are completed efficiently.

Managing curbside pickup and in-store fulfillment processes through appointment scheduling easily improves how these services function. The built-in intelligence within appointment booking solutions interfaces with the workforce scheduling application and other store operations solutions, ensuring that there are enough associates staffed at any time to manage these orders, and that there’s enough space to store items near the fulfillment site. These solutions also take into account whether you need multiple associates or other equipment to transport heavy items to the fulfillment site, ensuring that you have the tools on hand to successfully fulfill online orders.

Appointment booking solutions also help manage other alternative shopping options that are beginning to pick up steam in the retail industry. A number of retailers are rolling out 1-to-1 virtual shopping appointments, where customers can video chat with a frontline associate that can show them around the store and answer all of their questions. An appointment booking solution ensures that associates trained for virtual appointments are always staffed during times those appointments are taking place.

Some retailers are also giving customers the ability to book shopping time in-store, so customers that want to avoid large crowds can guarantee that they are able to do so. Appointment booking solutions give retailers the opportunity to streamline this process, making sure that customers can book these appointments conveniently, while also sending an alert to frontline associates and managers when these appointments are coming up.

Appointment booking solutions also give managers real-time visibility into every part of the appointment scheduling process. Using a mobile device from anywhere in the store, managers can view all upcoming appointments, edit or reschedule appointments when needed, and review detailed reporting in a simple analytics dashboard. This gives them more insight into shifting trends, empowering a proactive response to changes at the store.

With COVID-19 permanently shifting the way that customers shop at stores, it’s essential to utilize tools that keep your stores agile and responsive to customers’ emerging needs. Appointment booking solutions are a great way to help you adapt to these changes, seamlessly managing on-site appointments while proactively managing occupancy and customer traffic.

Want to learn more about how to simplify store operations? Check out our recent white paper, “Top 10 Store Operations Trends of 2021,” to learn more!

related articles:

popular articles:

Thumbnail-Photo: EuroCIS 2024: Go beyond today!
16.10.2023   #retail #Tech in Retail

EuroCIS 2024: Go beyond today!

27 to 29 February 2024 will see the Who’s Who of Europe’s retail technology sector meet in Düsseldorf

Go beyond today! EuroCIS at the end of February will once again show solutions and products for the retail of the future @Messe DüsseldorfIn late February, numerous companies will again exhibit solutions and products for retailers to shape and ...

Thumbnail-Photo: Out of Stock in Retail and innovative solutions to avoid them...
07.11.2023   #brick and mortar retail #customer satisfaction

Out of Stock in Retail and innovative solutions to avoid them

Due to various events, the availability of goods in retail will be increasingly restricted from 2022, with the result that customers cannot find in food retail the products they wish to buy, because those products are sold out, are temporarily ...

Thumbnail-Photo: EuroCIS 2024 - technology special
11.12.2023   #online trading #e-commerce

EuroCIS 2024 - technology special

The latest technology solutions and trends for you and the retail sector

At EuroCIS 2022 from February 27 to 29, 2024, the Leading Trade Fair for Retail Technology, we will be looking at all the important and current topics relating to technology in retail: AI and Machine Learning, Payment, Connected Retail, Seamless Store and Smart Energy Management and many more.

Thumbnail-Photo: MPREIS Transforms Operations with Zebra Workcloud Task Management™...
06.11.2023   #customer experience #software developement

MPREIS Transforms Operations with Zebra Workcloud Task Management™ Software Solution

Austrian food retailer to streamline communication in around 300 stores to improve staff engagement, inventory optimisation, and customer satisfaction

MPREIS has around 300 Austrian stores in regions across Tyrol...

Thumbnail-Photo: The global state of autonomous stores
18.12.2023   #Tech in Retail #self-checkout systems

The global state of autonomous stores

The stores are located in various retail segments such as food retail, fashion, electronics, convenience stores and fast food.

In a highly competitive global retail landscape, autonomous stores are an emerging force that addresses changing consumer behaviors, reduces operational costs, improves profitability, and powers revenue growth strategies. Advancements in autonomous ...

Thumbnail-Photo: Unified Commerce Platform in focus
24.10.2023   #omnichannel #software developement

Unified Commerce Platform in focus

Handover at REMIRA: Dirk Bingler supersedes Stephan Unser as CEO

REMIRA is setting the course for future development of the company: On November 1, Dirk Bingler (48) will become the new CEO of the supply chain and omnichannel software expert headquartered in Dortmund. The previous CEO Stephan Unser (62) moves to ...

Thumbnail-Photo: Toshiba Launches New ELERA™ Security Suite to Address the Industry’s...
22.09.2023   #cashpoints #customer experience

Toshiba Launches New ELERA™ Security Suite to Address the Industry’s Challenges Around Shrink

Toshiba’s A.I.-powered solution empowers retailers across the globe to better manage loss prevention and protect profits

Security Suite from Toshiba Global Commerce Solutions empowers retailers to minimize shrink...

Thumbnail-Photo: New German vending partner for ITL
30.11.2023   #Tech in Retail #cash management

New German vending partner for ITL

Innovative Technology (ITL) have recently announced Bernd Boddart as their latest trading partner

Bernd Boddart will be supplying their cash validation and biometric age verification solutions to the German vending market. Bernd Boddart, based in Mönchengladbach, Germany, have 30 years of experience in the field of coffee machines, table ...

Thumbnail-Photo: Nedap teams with Foot Locker to extend RFID project...
05.10.2023   #omnichannel #software applications

Nedap teams with Foot Locker to extend RFID project

Foot Locker successfully matches supply and demand in newly opened stores in Eastern Europe using RFID technology

Nedap the global leader in RFID solutions, announces that multi-brand sports fashion and apparel retailer Foot Locker has successfully extended Nedap iD Cloud to its new, Eastern European stores. The objective is to offer the best possible ...

Supplier

REMIRA Group GmbH
REMIRA Group GmbH
Phoenixplatz 2
44263 Dortmund
Captana GmbH
Captana GmbH
Bundesstraße 16
77955 Ettenheim
Zebra Technologies Germany GmbH
Zebra Technologies Germany GmbH
Ernst-Dietrich-Platz 2
40882 Ratingen
Innovative Technology Ltd.
Innovative Technology Ltd.
Innovative Business Park
OL1 4EQ Oldham