Since more customers are using BOPIS, especially during peak retail seasons, firms are able to
generate additional in-store revenues. As such, 90% of merchants plan to offer
this facility by 2021. Moreover, 75% of these retailers are going to provide
customised experiences. All these developments have led to an increase in customer
expectations.
To meet consumer demands, companies must deliver several
offerings which are supported by customer, inventory and payment data. Bell & Howell conducted a study with
secret shoppers which revealed that retailers are finally offering a great
experience on mobile CX. More buyers are satisfied with the BOPIS mobile
shopping solution than the desktop one. This means that to attract more
customers and to ensure loyalty, firms must work on enhancing this facility via
both mediums.
How to create an excellent service for smartphone BOPIS
shoppers? First of all, they should be able to find the item on the online
store without difficulty. The research has revealed that the mobile version of
an e-commerce shop is often easier to navigate through than the desktop one.
This is because there is less clutter and a better-organised layout on smaller
screen sizes. Additionally, the checkout
process should not contain any friction. The fewer steps customers have to pay,
the more likely they are to complete the deal.
Customers
should be able to find items online easily
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