In an ever-changing field like e-commerce, it’s vital, but also challenging, to keep up with trends and make strategic decisions that anticipate your customers’ shopping habits and preferences.
This article will explore some of the most interesting facts about click-and-collect, an e-commerce model that is gaining in popularity year after year. We will also provide insight into online shopping that is relevant today, to assist you or perhaps validate some ideas you may already have.
If you own a shop, a restaurant, or any other business that sells physical products, and want to stay ahead of the curve, you don’t want to miss out on these click-and-collect statistics and facts!
Online Shopping Methods and Consumer Behaviour Updates
In Australia, the online shopping industry has grown by 8.9% in 2022, surpassing $47 billion in market share.
More shopping means more potential for businesses to expand, but it also comes with higher expectations for better and faster services.
According to a 2019 CommBank report, these are the three essential criteria that consumers look at when it comes to delivery and pick-up:
- Cost – around 90% of them expect free delivery options and free returns;
- Choice – a vast majority want to receive updates about the delivery and choose the most convenient time slots for picking up the order;
- Timing – around half of the respondents prefer same-day or next-day delivery, even outside business hours.
The same study shows that only a fraction of retailers offer services that fulfill these preferences.
One possible explanation is that the SMB sector (small and medium-sized businesses) has a tougher time keeping up with retail giants like Amazon, as it lacks the resources to offer frictionless digital experiences.
However, accessible solutions to rise to the challenge are available, one of them being to provide customers in-store pickup.
Click-and-Collect Stores and the “Veni, Vidi, Vici” of Shopping
If you want to meet customer expectations with a simple solution, then you will appreciate the many benefits of click-and-collect.
For one, in-store pickup ensures high customer satisfaction by excluding delivery costs and minimising waiting in line when picking up a purchase. Returns are also free and easy, as customers can choose one of the designated locations to give back the items they weren’t entirely satisfied with.
While click-and-collect may put some pressure on management, such as monitoring your inventory and ensuring accuracy in order placement and pick-up times for the customer, there are many tools available to streamline this service.
Furthermore, you can expect lower logistics costs, as retailers don’t have to invest in home delivery. What’s more, they can easily see the benefits of click-and-collect for themselves in revenue, as 4 in 10 customers tend to make additional purchases from click-and-collect stores.
The most important attributes of a BOPIS strategy. Source: Statista
alt text suggestion: click & collect
Prepare for M-Commerce — The Next Frontier of Online Shopping
Mobile commerce (or m-commerce) is gaining traction as new generations of consumers are more technically versed and have access to smartphones and tablets to do their shopping.
They also use their devices to find product information, read reviews, compare prices, and find promotions.
It goes to show that it’s more important than ever for businesses to have an online presence.
How much of an increase can they expect from mobile shopping? According to Insider Intelligence, m-commerce will double its share of retail sales by 2025.
A BOPIS strategy is not only compatible with this purchasing method, but it’s in line with the increasing digitalisation of shopping experiences.
So, if you were ever on the fence about investing in mobile-friendly e-commerce tactics, perhaps these click-and-collect statistics will encourage you to take action.
Reimagine Hybrid Click-and-Collect Stores
At its core, click-and-collect is the hybrid e-commerce model that combines the convenience of online shopping with the in-person shopping experience of traditional brick-and-mortar stores.
As retailers have already felt the benefits of offering their clients the complimentary service of in-store pickup — especially in boosted sales — this presents an opportunity for further development.
Experts believe that in order to leverage click-and-collect, companies need to have a “mobile-first design” attitude and invest in business software. It means more than having an online presence — or rather, an online presence implies more effort than starting a social media account for your business. It’s about creating personalised, seamless shopping experiences and strengthening customer engagement.
One-click checkouts, more payment options, and automated order updates are just a few examples of how you can improve your click-and-collect strategy.
Not only can digital technologies help to achieve this goal, but they can also level the playing field for SMBs.
Optimise Click and Collect with SocialQ
As click-and-collect becomes more popular among consumers, the retail and hospitality industries will need to adapt quickly to this preferred delivery method.
One tool that can help you streamline your operations is SocialQ, our appointment booking and queue management platform. It can help you coordinate the BOPIS strategy of choice and ensure fast and accurate order processing, as well as optimised virtual queuing if needed.
If you want to learn more about how to adapt the SocialQ platform to your unique business needs, get in touch with us. We would love to hear from you!