With the accelerated demand for omnichannel services such as buy online pick up in-store (BOPIS) and curbside pickup, new layers of complexity have been added to backend operations. The Pandemic spurred many retailers and brands to innovate quickly, and now they need to refine and optimize the experience.
Interestingly, among the retailers and brands that offer BOPIS, 77% offer same-day pickup, up from 68% in 2021. However, the ability to schedule pickup times, filter by store availability, return by curbside, and other convenience capabilities still lag behind customer expectations. The call for seamless and integrated shopping experiences is more critical than ever, putting pressure on order management capabilities including the processing and management of orders as well as the management of customer data, inventory levels, product information, fulfillment data, and more.
You dedicate time, resources, and budget toward delivering the best customer experience possible. But, are you truly meeting customer expectations? How do you compare to your competition? See how you perform against the Omnichannel Retail Index to help prioritize your digital roadmap and make smarter investment decisions.
It took a long time (and the pressure of a pandemic) for BOPIS to become mainstream, but it is here to stay. In 2016, only 33% of retailers and brands offered BOPIS options. Today, 84% offer BOPIS. The adoption of buy online return in store (BORIS) has been more swift – a table stake functionality offered by 92%.
While the availability of these services have become mainstream, most retailers and brands can benefit from unifying the experience with sharper inventory visibility across all touchpoints, improved communication, and better training of in-store staff.
Once considered a nice-to-have, not even on the long-term roadmap for most retailers and brands, the adoption of curbside pickup accelerated dramatically during 2020 and into 2021. While curbside pickup today is offered by the majority, the Index reveals significant opportunities to improve the overall experience including designated parking, SMS notifications, and advanced inventory filters online.
Speedy delivery remains a high priority for shoppers, but with current supply chain challenges, transparent and timely communication about delivery expectations is paramount. While speed is important, shipping costs are critical too, and the majority offer free shipping, however not without minimum purchase thresholds.