Lockdown measures, social distancing and an emphasis on sanitation measures are prompting consumers to explore new ways of shopping, likely even after the pandemic is over.
In this article, we will look at the three main challenges that retailers face and how they can be overcome, while of course respecting government measures.
Challenge 1: Communicate effectively about the products and services offered
How do you inform your customers about available products and delivery times given the circumstances? To be effective, communication must be timely and done through multiple channels: website, emails, social networks.
First, inform your customers of your opening hours and any changes related to your business.
Ruti , a fashion chain, for example, is set to introduce virtual styling consultations. The idea is to keep the customer experience intact despite social distancing measures. Innovation comes from overcoming taiwan cp number challenges, and for Ruti, that means the ability to book virtual consultations via video chat.
“Our customers are alone at home, it’s nice to talk to someone even if it’s just casual conversation,” says Sharon Segev, CTO of Ruti. “Not everyone buys online, but we maintain the customer’s relationship with our brand.”
Challenge 2: Limit physical contact
Social distancing is the biggest constraint regarding government measures. In some cases, retailers are allowed to remain open, but the number of customers in stores is limited. In most cases, however, physical stores are closed until further notice and employees are staying home.
The customer journey model seen above does not support social distancing, which means that retailers must innovate and find new ways to serve customers safely. In addition to setting up an online store as soon as possible, retailers can install repair / after-sales service systems with contactless payment. With spring coming, we see many sports & bike stores adapting by offering these kinds of services.
The idea is this:
The customer makes an appointment online for the repair of their bike and receives a confirmation by email containing a bike rack number and a unique code.
On the day of the appointment, the customer drops off their bike at the store using their code to securely unlock their bike.
A shop employee picks up the bike, cleans it, and inspects it. Once the assessment is done, the shop sends a detailed quote to the customer. Sometimes repairs require complete replacement of parts. This eliminates the need to meet to provide a quote, merchants can include their recommendations/photos and prices in the interactive quote they send to customers. The customer will review the recommendations and can approve them online with a deposit. QuoteMachine offers a lot of flexibility with its online invoicing. If you use Lightspeed, you can create an online invoice directly from the purchase order via the integrated software.
The customer selects their payment method and pays a deposit.
Once the repairs are completed, the customer receives an invoice with a link to make an appointment and collect their bike.
The customer unlocks his bike using the same code as before.
The invoice is paid automatically once the bike is collected.
Scheduling software plays a vital role in this process. You need a system that allows you to send reminders and a calendar for managing appointments.
For Lightspeed customers, b o oxi is a complete integration for appointment scheduling. Once you connect a scheduling system to your calendar, you can share a link. Learn how Via Ciclante offers different repair services.