A number of countries including the UK are implementing new lockdown measures which means stores are closed except for fulfilling deliveries and for click and collect.
During the first lockdown, Qudini helped a number of retailers to deliver new contactless click and collect services from their curbside, including Dixons Carphone, Brown Thomas (Selfridges group) and Pets at Home. We also helped a number of retailers to offering virtual appointments to drive engagement and sales.
Read our report: Surviving and making the most out of lockdown 2.0
Now, during the second lockdown, Qudini is continuing to help leading retailers to reach their customers. Here’s how:
Brown Thomas
Luxury department store retailer, Brown Thomas, which is part of Selfridges group, recently shared how Qudini has helped them become better prepared for lockdown 2.0 in Ireland by enabling them to offer:
- Contactless Click and Collect Pickup – in which customers can use Qudini to check-in when they get to store to collect their orders, enabling the store team to bring it out to them wherever they are.
- Virtual Beauty and Personal shopping appointments – by which customers can use Qudini to book a slot and connect with an in-store beauty consultant or personal advisor online.
In a LinkedIn post, Sarah Esler, the Digital Innovation and Omni-channel Lead at Brown Thomas, said:
“Lockdown 2.0 – luckily this time we were far more prepared having spent the last few months investing in technology and innovation at Brown Thomas & Arnotts.
“When we shut our doors last week, we were quickly able to switch on remote click & collect functionality, allowing customers to still order C&C. Customers can now scan the QR code outside any of our stores to let us know they’re outside and our store teams will bring their order right to them.
“This has been made possible by our amazing store teams who have been so quick to adapt to new ways of working alongside our Qudini Ltd platform which now covers everything from physical & virtual appointments to virtual queuing for us.”
The curbside click and collect service at Brown Thomas.
Dixons Carphone
Electronics giant Dixons Carphone use Qudini as part of its drive-through collection offering to enable customers to check-in when they arrive at stores to collect their tech by using a link in their order confirmation email or by scanning a QR code. Upon entering their order and vehicle details, a store associate will find their order and drop it in their car boot. This innovative technology enables customers to collect their orders without even leaving their cars.
A Currys PC World employee delivering a click and collect order to a customer’s boot during lockdown.
NatWest
NatWest bank use Qudini’s Appointment Booking Software to enable its customers to schedule video banking appointments with personal bankers and mortgage advisors to take place from the comfort of their own homes.
In addition, they use Qudini’s Online Event Booking Platform to enable customers to discover and book onto their Digital Lessons to learn how to use NatWest’s online banking platform and mobile app.
Samsung
Samsung enable its customers to connect with in-store Samsung support advisors for mobile device advice and support issues by enabling them to schedule an appointment from the Samsung website.
Pets at Home
Pets at Home also use the Qudini Virtual Queuing System to enable its customers to check-in for their online orders when they arrive at store. This enables their store teams to find the customers’ orders and bring it to them in the car park.
Key results
Through enabling our various retail clients to offer contactless curbside click and collect and virtual appointments during and post the Coronavirus lockdown, we’ve helped them to achieve the following results:
Contactless Click and Collect services
- 40% increase in customer satisfaction.
- More customer repeat visits, demonstrating that offering such an efficient digital service can help a retailer to increase sales.
- Customers report being more likely to tell their friends about the seamless contactless collection services and some have even shared their positive experience on social, demonstrating offering contactless click and collect services can help retailers to drive future sales and lasting brand relevance.
- 24% of customers buy something while they wait to collect their order (when stores are open).
Virtual Appointments
- 80-90% of appointment capacity is booked up on a daily basis, demonstrating that offering virtual appointments provides a powerful channel for more customers to connect with brands at the times and places that suite them.
- 60% of virtual appointment customers are new to the brand and would not typically visit stores, demonstrating that the service helps to attract new customer groups.
