Share article:
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.
In 2022, the number of customers using Click and Collect for online shopping in Australia has grown to 13.6%. And, according to an Inside Retailer survey, almost half (49%) of shoppers prefer it for their food and medicine orders.
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.
Once known as ‘Buy Online and Pick Up in Store’ (BOPUS), or ‘Click to Brick’ (C2B), Click and Collect is now a well-recognized eCommerce service.
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’s a win-win.
Here are some more great reasons to add Click and Collect as a delivery option in your online store:
It’s easy to add ‘local pickup’ as a shipping and delivery option in your eCommerce platform (just check in with your provider if you need help).
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:
When the order comes through at your end, you’d get it ready as per any other online order. Then, once fulfilled and waiting for collection, you’ll just need to send a text message to your customer to let them know it’s ready.
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.
Email alone doesn’t cut it here. Most people’s email inboxes are beyond cluttered, and they might miss the message from you that it’s time to pick up their order. If you gave them the choice, you’d probably find that customers prefer you to send them a quick SMS.
It’s better for you, too. After all, SMS has a 98% open rate and 8x the response rate of email. What’s more, 90% of SMS messages are opened within 90 seconds. It gives you the reassurance that customers have got the message.
To make life even easier for you, we’ve 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.
Note: When you see [XXX] in a template, this is a custom parameter you can fill with personalized data from your customer database. Learn more.
Message Type: SMS
Hi [NAME], thanks for your order. It should be ready on [DATE] from [LOCATION]. We’ll send you an email and SMS as soon as it is. Thanks again.
Message type: MMS
Update on your order
Hi [NAME], we’re so sorry but part of your order (#[ORDER]) has been delayed. We’ve sent you an email with further details, or you can call us on [PHONE NUMBER].
Message type: MMS
Update on your order
Hi [FIRST NAME], your order [ORDER] is now ready for collection. For all the details: [URL]
Message type: Mobile Landing Page (MLP)
Hi [NAME], we’ve got these items ready for you:
[ITEM 1]
[ITEM 2]
[ITEM 3]
Look good to you? If so, please let us know when you’d like to pick them up. If something’s not right, please get in touch.
[BUTTON 1]
[BUTTON 2]
Message type: SMS Automation
Hi [NAME], unfortunately, we couldn’t locate some items in your order: [ORDER]. We can: (1) find a substitute or (2) refund you. Reply 1 or 2 to proceed.
if customer replies ‘1’
Thanks [NAME]. We’ll find a great substitute. And sorry for the inconvenience.
if customer replies ‘2’
Thanks [NAME]. We’ll process your refund – it should take 8-10 business days. Please call [PHONE NUMBER] with any concerns.
Message type: SMS
Hi [NAME], thanks for collecting your Order: [ORDER] from [COMPANY]. Have a great day.
Message type: MMS
Hi [NAME], a friendly reminder that your order [ORDER] is ready to be collected from [ADDRESS]. Thanks.
It’s 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 Shopify integration.
Not with Shopify? You can still use MessageMedia for your Click and Collect texts. Try it for free today.