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.

Logo: Reflexis Systems GmbH

Reflexis Systems GmbH

Kokkolastr. 5-7
40882 Ratingen
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: E-Commerce Berlin Expo
10.09.2021   #online trading #e-commerce

E-Commerce Berlin Expo

05.05.2022 | Station, Berlin

Every single year, this pure-play e-commerce event attracts more than 10,000 international visitors and over 200 exhibitors. Every February, more than 50 speakers gather in Berlin to share their e-commerce knowledge. In the e-commerce industry, the ...

Thumbnail-Photo: RetailTech Japan 2022
11.10.2021   #brick and mortar retail #retail

RetailTech Japan 2022

01.03.-04.03.2022 | Tokyo, Japan

RETAILTECH JAPAN is Japan's largest and most influential trade show specializing in retail information systems. It will be staged in Tokyo on 01.03.-04.03.2021. There is a wide range of cutting-edge retail information technology ranging from ...

Thumbnail-Photo: GLORY Announces IoT Enabled Vending Solution with Deutsche Bahn...
22.10.2021   #Cash #hygiene

GLORY Announces IoT Enabled Vending Solution with Deutsche Bahn

Delivering 24/7 convenient access to fresh, local produce helping consumers to make sustainable choices

Global technology company Glory, has today announced the launch of a new Internet-of-Things enabled vending solution with Germany’s largest railway operator Deutsche Bahn.Passengers at two busy stations in the Munich area will now be able to ...

Thumbnail-Photo: Global Retailing Ideas Summit 2022
12.10.2021   #retail #event

Global Retailing Ideas Summit 2022

27.04.-29.04.2022 | Arizona

GR | Global Retailing will be a global hub for innovative ideas and thinking in retail from April 27-29, 2022 in Arizona. Through our free idea platform and annual summit, retail and brand leaders from across the country and beyond are able to ...

Thumbnail-Photo: Instacart acquires Caper AI
26.10.2021   #food retail #omnichannel

Instacart acquires Caper AI

Smart cart and smart checkout technologies

Instacart announced its acquisition of Caper AI (“Caper”), an AI-powered shopping cart and checkout technology platform. With this acquisition, Instacart aims to help retailers unify the in-store and online shopping experience for ...

Thumbnail-Photo: Cloud POS technology – shaping up the future of retail and restaurant...
30.09.2021   #marketing research #POS software

Cloud POS technology – shaping up the future of retail and restaurant industries

The escalating trend of online payments is expected to strengthen the cloud POS market up to 2026

The digital payment landscape is transforming incredibly, worldwide. With specific technological advancements and penetration of cloud systems being a top priority, various corporations, retailers, and in-store leaders have pivoted to the use of ...

Thumbnail-Photo: INTEGRATING CASH with digital channels
14.11.2021   #e-commerce #payment systems

INTEGRATING CASH with digital channels

COVID-19 raised safety concerns over cash handling, but those fears dissipated as the pandemic dragged on

By October 2020, cash had rebounded and reasserted itself as “the top way to make a purchase throughout 2020,” according to a report by Javelin Strategy & Research for ATM operator Cardtronics. ...

Thumbnail-Photo: Tesco opens new checkout-free store ‘GetGo’...
28.10.2021   #app #food retail

Tesco opens new checkout-free store ‘GetGo’

Shopping and paying without scanning products or using checkouts

Tesco has opened its first checkout-free store in central London on October 19th, giving customers the opportunity to shop and pay without scanning a product or using a checkout. This new store trial, GetGo, offers customers the same Tesco products ...

Thumbnail-Photo: The first cashier-free supermarket inaugurated in Dubai...
21.10.2021   #food retail #refrigeration cabinets

The first cashier-free supermarket inaugurated in Dubai

Unmanned stores with remote-controlled counters

“The world of retail is evolving and digital transformation will be the engine of change. Customers are increasingly demanding and they are asking for a fast, pleasant and safe shopping experience. The innovation will support retailers in this ...

Thumbnail-Photo: E-Commerce Expo Asia 2022
11.10.2021   #e-commerce #brick and mortar retail

E-Commerce Expo Asia 2022

12.10.-13.13.2022 | Singapur

Discover all the end-to-end knowledge in the e-commerce space at E-Commerce Asia 2022 on Oct. 12-13, including Customer Experience, Mobile Commerce, Cross Border Commerce, e-Commerce Trade Strategy, Supply Chain Management, Omni-Channel Retail, to ...


Citizen Systems Europe GmbH
Citizen Systems Europe GmbH
Otto-Hirsch-Brücken 17
70329 Stuttgart
Reflexis Systems GmbH
Reflexis Systems GmbH
Kokkolastr. 5-7
40882 Ratingen
Gewerbering 1
84072 Au i.d.Hallertau
Stockumer Kirchstraße 61
40474 Düsseldorf
POS TUNING Udo Voßhenrich GmbH & Co KG
POS TUNING Udo Voßhenrich GmbH & Co KG
Am Zubringer 8
32107 Bad Salzuflen
GLORY Global Solutions (Germany) GmbH
GLORY Global Solutions (Germany) GmbH
Thomas-Edison-Platz 1
63263 Neu-Isenburg
iXtenso - retail trends
iXtenso - retail trends
Celsiusstraße 43
53125 Bonn
APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven