{"id":42804,"date":"2022-07-12T07:15:00","date_gmt":"2022-07-11T21:15:00","guid":{"rendered":"https:\/\/onesaas.local\/blog\/click-and-collect-retail-guide-sms\/"},"modified":"2024-03-27T19:51:20","modified_gmt":"2024-03-27T19:51:20","slug":"click-and-collect-retail-guide-sms","status":"publish","type":"blog","link":"https:\/\/messagemedia.com\/nz\/blog\/click-and-collect-retail-guide-sms\/","title":{"rendered":"Your essential Click and Collect retail guide, plus 6 SMS templates"},"content":{"rendered":"\n<p>Since Click and Collect first hit Aussie shores in 2019, its popularity has skyrocketed. The pandemic helped drive adoption, and today customers are embracing it as a convenient, fast way to shop.<\/p>\n\n\n\n<p>In 2022, the number of customers using Click and Collect for online shopping in Australia has <a href=\"https:\/\/auspost.com.au\/content\/dam\/auspost_corp\/media\/documents\/ecommerce-industry-report-2022.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">grown to 13.6%.<\/a> And, according to an Inside Retailer survey, <a href=\"https:\/\/www.retailexpress.com.au\/blog\/launching-click-and-collect-strategy-for-retailers\" target=\"_blank\" rel=\"noreferrer noopener\">almost half (49%)<\/a> of shoppers prefer it for their food and medicine orders.&nbsp;<\/p>\n\n\n\n<p>No wonder everyone from big brands like Bunnings, Myer and David Jones, through to pure-play online retailers like ASOS and eBay are offering Click and Collect today. And you can, too.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"670\" height=\"190\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-infographic-1.jpeg\" alt=\"Click and collect infographic:\nStep 1: Buy online\nStep 2: get notified\nStep 3: Collect or pick up\" class=\"wp-image-25891\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-infographic-1.jpeg 670w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-infographic-1-300x85.jpeg 300w\" sizes=\"(max-width: 670px) 100vw, 670px\" \/><\/figure>\n<\/div>\n\n\n<h2 class=\"wp-block-heading\">Why use Click and Collect<\/h2>\n\n\n\n<p>Once known as \u2018Buy Online and Pick Up in Store\u2019 (BOPUS), or \u2018Click to Brick\u2019 (C2B), Click and Collect is now a well-recognised eCommerce service.&nbsp;<\/p>\n\n\n\n<p>Customers love the convenience of shopping online, plus the ability to choose when and where to pick up their items. And brands love it because it helps with inventory management, boosts in-store foot traffic, and reduces the likelihood of returns. It\u2019s a win-win.<\/p>\n\n\n\n<p>Here are some more great reasons to add Click and Collect as a delivery option in your online store:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Fewer missed deliveries. <\/strong><br>This is a win for both your customer and you. Your customers are in control of picking up their purchase \u2013 and can avoid that annoying \u201cSorry we missed you\u201d card in their letterbox. It\u2019s good for your brand, too, as it shows you care about the customer experience.<br><\/li>\n\n\n\n<li><strong>More sales. <\/strong><br>Sure, Click and Collect might take a little effort to set up. But, once done, it should help boost sales and overall profit. You\u2019ll get more loyal customers, more referrals, and the potential for more sales when customers collect their goods. A 2019 study by Doddle found that <a href=\"https:\/\/www.forbes.com\/sites\/johnkoetsier\/2019\/03\/11\/hope-for-brick-and-mortar-retail-68-of-shoppers-click-and-collect-or-buy-online-and-pick-up\/#561ff84d7708\">85% of people make extra purchases<\/a> when picking up their goods in-store.&nbsp;<br><\/li>\n\n\n\n<li><strong>Savings on shipping costs<\/strong>. <br>Whether you shoulder the shipping cost or pass it on to your customers, Click and Collect helps eliminate this thorny issue.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Here\u2019s how Click and Collect works<\/h2>\n\n\n\n<p>It\u2019s easy to add \u2018local pickup\u2019 as a shipping and delivery option in your eCommerce platform (just check in with your provider if you need help).&nbsp;<\/p>\n\n\n\n<p>Once set up, your customer simply chooses the option while going through the check-out and picks the closest available location for delivery. You can generally offer three options for collection points:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your nearest store<\/li>\n\n\n\n<li>A different business that holds Click and Collect shipments (supermarket, post office)<\/li>\n\n\n\n<li>Designated parcel pick-up point or 24\/7 locker&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>When the order comes through at your end, you\u2019d get it ready as per any other online order. Then, once fulfilled and waiting for collection, you\u2019ll just need to send a text message to your customer to let them know it\u2019s ready.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">And here\u2019s how SMS makes Click and Collect even better<\/h2>\n\n\n\n<p>Communication is a big part of Click and Collect. You need to let customers know when their parcel is ready for collection. Or, if any delays crop up, you need to notify them.&nbsp;<\/p>\n\n\n\n<p>Email alone doesn\u2019t cut it here. Most people\u2019s email inboxes are beyond cluttered, and they might miss the message from you that it\u2019s time to pick up their order. If you gave them the choice, you\u2019d probably find that customers prefer you to send them a quick SMS.&nbsp;<\/p>\n\n\n\n<p>It\u2019s better for you, too. After all, SMS has a <a href=\"https:\/\/mobilemarketingwatch.com\/sms-marketing-wallops-email-with-98-open-rate-and-only-1-spam-43866\" target=\"_blank\" rel=\"noreferrer noopener\">98% open rate<\/a> and <a href=\"https:\/\/www.retaildive.com\/nz\/mobilecommercedaily\/sms-has-eight-times-the-response-rate-of-email-study\" target=\"_blank\" rel=\"noreferrer noopener\">8x the response rate of email<\/a>. What\u2019s more, <a href=\"http:\/\/www.oracle.com\/nz\/dm\/omc-wp-mme-mobilemktg-15-4121699.pdf?elqTrackId=3c160ac32f144f12bc6a49f60875816a&amp;elqaid=63561&amp;elqat=2\" target=\"_blank\" rel=\"noreferrer noopener\">90% of SMS messages are opened within 90 seconds<\/a>. It gives you the reassurance that customers have got the message.<\/p>\n\n\n\n<p>To make life even easier for you, we\u2019ve prepared some SMS templates that you can easily adapt to suit your brand. These should give you an idea of the types of Click and Collect messages customers like to receive.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">6 Click and Collect text message templates<\/h2>\n\n\n\n<p class=\"has-background\" style=\"background-color:#e8eeff\"><strong>Note: <\/strong>When you see [XXX] in a template, this is a custom parameter you can fill with personalised data from your customer database. <a href=\"https:\/\/support.messagemedia.com\/nz\/en-us\/articles\/4413561974031#h_01G0ZX40CD0RXHK91GQ92K7VSZ\">Learn more<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Delivery date estimation<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"319\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-1.jpg\" alt=\"Text: Hi Saul, thanks for your order. It should be ready on 25 August from Tailored Tees. We\u2019ll send you an email and SMS as soon as it is. Thanks again.\" class=\"wp-image-25892\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-1.jpg 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-1-300x187.jpg 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>Message Type: SMS<\/strong><br><br>Hi [NAME], thanks for your order. It should be ready on [DATE] from [LOCATION]. We\u2019ll send you an email and SMS as soon as it is. Thanks again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Shipping update<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"447\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-2.jpg\" alt=\"Subject: Update on your order\nText: Hi Charlie, we\u2019re so sorry but part of your order (#NYC90hbd) has been delayed. We\u2019ve sent you an email with further details, or you can call us on +61 491 570 156.\" class=\"wp-image-25893\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-2.jpg 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-2-300x261.jpg 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>Message type: MMS<\/strong><br><br><strong>Update on your order<\/strong><br>Hi [NAME], we\u2019re so sorry but part of your order (#[ORDER]) has been delayed. We\u2019ve sent you an email with further details, or you can call us on [PHONE NUMBER].<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Order is ready for collection<\/h3>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"350\" height=\"447\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-3-2.jpg\" alt=\"Subject: Update on your order\nText: Hi Coco, your order (#NYC90hbd) is now ready for collection. For all the details: https:\/\/nxt.to\/123456\" class=\"wp-image-25897\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-3-2.jpg 350w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-3-2-235x300.jpg 235w\" sizes=\"(max-width: 350px) 100vw, 350px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>Message type: MMS<\/strong><br><br><strong>Update on your order<\/strong><br>Hi [FIRST NAME], your order [ORDER] is now ready for collection. For all the details: [URL]\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"350\" height=\"447\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-4-1.jpg\" alt=\"Copy: Great news. Your purchases are ready to collect.\nHi Wally, we\u2019ve got these items ready for you: \n1x crew neck t-shirt\n1x bootcut jeans\n6x pairs of socks\nLook good to you? If so, please let us know when you\u2019d like to pick them up. If something\u2019s not right, please get in touch. \" class=\"wp-image-25898\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-4-1.jpg 350w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-4-1-235x300.jpg 235w\" sizes=\"(max-width: 350px) 100vw, 350px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>Message type: Mobile Landing Page (MLP)<\/strong><br><br><strong>Hi [NAME], we\u2019ve got these items ready for you:<\/strong><br>[ITEM 1]<br>[ITEM 2]<br>[ITEM 3]<br>Look good to you? If so, please let us know when you\u2019d like to pick them up. If something\u2019s not right, please get in touch.<br>[BUTTON 1]<br>[BUTTON 2]\n<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">4. Out of stock alert<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"449\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-5.jpg\" alt=\"Text 1: Hi Jill, unfortunately, we couldn\u2019t locate some items in your order: [NYC90hbd]. We can: (1) find a substitute or (2) refund you. Reply 1 or 2 to proceed.\nText 2: 1\nText 3: Thanks, Jill. We\u2019ll find a great substitute. And sorry for the inconvenience.\" class=\"wp-image-25899\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-5.jpg 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-5-300x263.jpg 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>Message type: SMS Automation<\/strong><br><br>Hi [NAME], unfortunately, we couldn\u2019t locate some items in your order: [ORDER]. We can: (1) find a substitute or (2) refund you. Reply 1 or 2 to proceed.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">if customer replies &#8216;1&#8217;<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#e5e5e5\">Thanks [NAME]. We\u2019ll find a great substitute. And sorry for the inconvenience.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"has-text-align-center\">if customer replies &#8216;2&#8217;<\/p>\n\n\n\n<p class=\"has-background\" style=\"background-color:#e5e5e5\">Thanks [NAME]. We\u2019ll process your refund \u2013 it should take 8-10 business days. Please call [PHONE NUMBER] with any concerns.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">5. Thanks for collecting<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"237\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-6.jpg\" alt=\"Text: Hi Sonny, thanks for collecting your order (NYC90hbd) from Tailored Tees. Have a great day.\" class=\"wp-image-25900\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-6.jpg 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-6-300x139.jpg 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>Message type: SMS<\/strong><br><br>Hi [NAME], thanks for collecting your Order: [ORDER] from [COMPANY]. Have a great day.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">6. Collection reminder<\/h3>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" width=\"513\" height=\"365\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-7.jpg\" alt=\"Hi Lawrence, a friendly reminder that your order #NYC90hbd is ready to be collected from 123 Green Street. Thanks.\" class=\"wp-image-25901\" srcset=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-7.jpg 513w, https:\/\/messagemedia.com\/wp-content\/uploads\/2022\/07\/Click-and-collect-guide-for-SMS-phone-image-7-300x213.jpg 300w\" sizes=\"(max-width: 513px) 100vw, 513px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"has-background\" style=\"background-color:#f5f5f5\"><strong>Message type: MMS<\/strong><br><br>Hi [NAME], a friendly reminder that your order [ORDER] is ready to be collected from [ADDRESS]. Thanks.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Integrate SMS for seamless Click and Collect communications<\/h2>\n\n\n\n<p>It\u2019s easy to integrate the MessageMedia SMS platform into your Shopify eCommerce store. To put the power of automation to work for all your Click and Collect messages to customers, learn about our <a href=\"https:\/\/messagemedia.com\/nz\/integrations\/shopify\/\">Shopify integration<\/a>.&nbsp;<\/p>\n\n\n\n<p>Not with Shopify? You can still use MessageMedia for your Click and Collect texts. <a href=\"https:\/\/messagemedia.com\/nz\/contact\/\">Contact us<\/a>.<\/p>\n","protected":false},"author":1,"featured_media":38432,"menu_order":61,"template":"","meta":{"_acf_changed":false,"popular":false,"coming_soon":false,"link":"","footnotes":""},"blog_category":[140],"class_list":["post-42804","blog","type-blog","status-publish","has-post-thumbnail","hentry","blog_category-tips-tricks-hacks-nz"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Your Essential Click and Collect Retail Guide | MessageMedia New Zealand<\/title>\n<meta name=\"description\" content=\"Do you offer Click and Collect? Thinking about it? See why customers love it and how SMS makes it easier to keep customers in the loop about their orders. 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