Launching a Curbside Pickup Experience That’s Frictionless for Retailers and Customers Alike

August 14, 2020
Curbside Pickup Experience

86% of customers want their local stores to continue offering curbside in the future, even after social distancing measures have receded into distant memory. But, despite curbside pickup serving as a valuable tool for retailers whose stores would have otherwise remained closed, the customer experience associated with the contactless fulfillment solution is severely lacking. It’s very apparent that many retailers are treating it as a short-term revenue-driver rather than a longstanding fulfillment option that could engender loyalty with a whole new customer base.

One of the biggest issues with many current curbside experiences is that shoppers struggle to figure them out. With each retailer having their own system of moving goods from the store to the car, it can quickly get confusing for shoppers. Similarly, ensuring that employees are aware of when and where customers will arrive to pick up their purchases has proven to be a key challenge. What’s more, the decision to maintain the offering is less clear for retailers as curbside adds costs that make turning a profit difficult, particularly around labor and communication.

Fortunately, Kibo’s Curbside Pickup is a new fulfillment offering designed for retailers to meet growing demand for contactless fulfillment. The solution addresses ongoing hangups by optimizing 2-way email and SMS communication with customers. Through its simple UI, in-store associates can trigger customized notifications to customers at the right time.

curbside pickup

With Kibo’s Curbside Pickup, customers first place an order. (2) Then, a store associate receives the order details and prepares it. (3) Next, the customer receives a notification indicating that the order is ready for pickup, along with detailed instructions and arrival time as needed. (4) The customer confirms that they’re en route, with an in-store associate being notified of their journey. (5) Upon arrival, a customer indicates that they’re at the designated pickup place. (6) Finally, the associate makes their way to the shopper’s car, completing the experience upon delivery of the purchased goods.

To review, with Curbside Pickup, retailers can

To boot, our curbside offering can be deployed at a fraction of the cost of typical solutions, making it an easy decision for retailers to pursue. With Kibo, you’d secure a trusted partner that serves the world’s largest brands. One who is dedicated to serving retailers with innovative solutions and supporting them through trying times.