Retail World

Click & Collect improves the shopping experience


Today, physical commerce tries to reinvent itself to improve the customer experience in the store, and, in this difficult context, adopting the Click & Collect strategy is a great starting point for every retailer.

But what exactly is Click and Collect? How can this purchasing system help improve customer experience and store performance?

Click & Collect is a cross-channel strategy that allows consumers to take advantage of the flexibility offered by online commerce to make purchases (clicks) and then recollect them in a physical store or a collection point (collect).

In this way, customers can choose between multiple delivery and collect options during their purchase process. In fact, this system allows:

  • Choose the purchase option that best suits us
  • Increase the satisfaction of our customers
  • Increase visits to physical stores
  • Manage the warehouse more efficiently and use the physical store as a logistics point for online purchases

How can Click & Collect improve the customer experience?

The future of retail passes through the coexistence of physical and digital stores. Nowadays, the line between traditional merchants and pure player online is disappearing: retail coexists is inextricably integrated through both the offline and online channels.

But, how to handle orders placed on both platforms, together or separately?

The reality is that integration and omnichannel have been created to guarantee a fluid purchasing experience, and to respond to customers’ needs for continuity and consistency. Furthermore, the logistics costs associated with shipping products and times are often a problem for retailers: therefore, thanks to savings, many customers opt for Click & Collect, which converts into an excellent ally of the physical store.

The implementation of the Click & Collect strategy presupposes many advantages, even when it comes to improving the customer experience: this strategy can reduce the waiting time of the shops, one of the main frustrations of consumers. In this way, customers can buy online and then collect their goods in the store, which on one hand streamlines the process and on the other pushes more customers to visit the physical store.

Furthermore, Click & Collect avoids some logistical problems related to online purchases and shipments, which is particularly useful during promotional campaigns, such as Black Friday or Christmas.

To find out the number of visits in the stores and to have total control over the performance indicators of all your point of sales, TC Group Solutions can provide you with the tools needed to measure and analyze the behavior of the in-store customer.

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