Uncertainty around the pandemic’s duration and regional government regulation has led to a prolonged recovery for retailers looking to increase foot traffic in physical stores.
To accommodate new consumer behavior, retailers are taking a digital approach to contactless collection and returns, providing a safer environment for shoppers through easy-to-use mobile chat and messenger technologies. Accompanied by an integrated employee app, in-store workers are plugged directly into the buy-online-pickup/return-in-store (BOPIS) process, making real-time collection and return management seamless if changes occur in real-time.
At Publicis Sapient, we work with retailers to develop an easy-to-use system that:
• Offers customers control of their deliveries in a time where carrier service-levels have been challenged
• Incentivizes customers to come to the store, while being conscious of social distancing concerns
• Reduces the time spent in collection/ returns with more effective communication between in-store employees and shopper needs