Increase In-store Basket Size with the Help of a Booking Software

With modern consumer demands for convenience and personalization constantly on the rise, appointment-based retail has been booming - and driving the need for appointment scheduling software.

The change in demand for appointment shopping was certainly intensified during the pandemic  as a way to manage crowds and increase social distancing, but it is here to stay for customers who have come to love the convenience.

81% of Gen Z’s in the US prefer going to brick-and-mortar stores, while further research shows 34% of consumers are likely to engage in appointment shopping. These statistics show that despite the popularity of online retail, in-store shopping is still highly valued, and personalized shopping appointments are a significant value-add for a large section of customers.

Below, we explore some use cases for how retailers are increasing in-store basket size, utilizing the expanding world of retail appointment booking software.

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1. Make Customer Needs A Priority

Every business exists to satisfy customer needs in some way. But more than products and services, customer needs also involve experiences.

84% of companies that improve customer experience report an increase in revenue, and 92% report increased customer loyalty. Customers want convenience, reliability, control, efficiency, and compatibility. Appointment shopping is one way to deliver on these elements for customers, explaining why it has become a game changer in the retail industry.

With 97% of consumers abandoning a purchase because it wasn't convenient enough, it is fair to say that maximizing the convenience of your customer’s purchase journey with software can be a boon for customer satisfaction and a fundamental step to increase in-store basket size.

Here’s what an appointment scheduling software might look like.

Appointment scheduling software also allows you to request and analyze direct customer feedback. When a returning customer wants to schedule an appointment, you can ask questions that’ll give you insight into the last one. 

Doing this helps you understand past customer experiences, showing you potential areas of improvement. 
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2. Personalized Customer Experience

In today’s consumer world, individualism is highly valued, often rendering one-size-fits-all customer service a thing of the past. About 52% of customers say they now expect personalized services.

Appointment booking software can be a powerful tool in providing personalized services because it enables data collection. The data can then be used in various ways to increase in-store basket size, as shown in the graphic below. 

Here are some appointment booking use cases for retailers in the context of personalized customer experience.

• Customer profiles: When customers use appointment booking software, you can tailor the booking form to gather the vital information your business needs to understand their likes and preferences. This information allows you to create the right atmosphere for each customer to shop. It could be that they would like to shop alone for the most part or prefer to be assisted through the entire shopping outing.

For example, suppose a customer wants to buy custom hats. In that case, they may prefer to go around looking for the hat themselves, or they may want staff to give them information on the different types of hats as they go around checking the different options. Whichever shopping style the customer prefers, the right appointment booking software will help you figure this out.

• Loyalty offers: When offering discounts, retail stores tend to tell as many customers as possible about the discount, hoping to get uptake. The data from appointment scheduling software can help retailers prepare loyalty programs and discounts that suit different segments of customers. This way, customers are more likely to embrace the discounts and feel they are well taken care of by the brand.

The last tip you must consider when creating personalized experiences using appointment software is the software’s form itself. The image below shows that length is the second most popular reason people abandon forms.

It is important not to lose your customer before they can enjoy the memorable experience you've planned for them in-store. So make sure your forms are concise and designed to collect the right data that’ll help you deliver personalized services.
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3. Better Customer Flow Management

We have discussed how retailers can increase in-store basket size using appointment scheduling software before they come into the store. Now they are in; we need to ensure they have a memorable experience, keep their baskets full, and keep them coming back.

Better customer flow management means effectively guiding and overseeing customer movement while shopping in physical stores. That is, ensuring nothing impedes the customers' shopping experience. 

That could mean putting signage and displays in the right places. You can also create a QR code for a PDF and display them at strategic places in the store. For starters, you could place them at the reception desk, where customers can scan the codes to get valuable information. They can scan the code to access the appointment booking form, allowing them to book their next appointment conveniently. These codes could also help them sign up for promotions or access ongoing sales and discounts. The possibilities are truly endless. 

Appointment booking software can create a conducive environment that focuses on the customer and anticipates customer flow while providing tools to adjust the in-store experience to match peaks and troughs in footfall.:

• It helps you manage staff. Appointment booking software gives you information to estimate how many people are coming on a given day and time. This means you can prepare more or less staff as required, saving costs while giving customers an optimal experience.
• Using pre-booked appointment slots for individual bookings or managing customer flow through staggered browsing times for groups helps eliminate queues since everyone is coming in at scheduled periods—no more waiting and confusion.
• Plan promotions and signage: Through appointment scheduling software, you can anticipate the customers coming that day and plan promotional materials or activities in strategic positions. This gives in-store staff a chance to upsell a customer naturally.

Here’s how a customer flow might look without appointment booking software.

Appointment booking software keeps you informed so you can reduce queuing/waiting time. This will improve customer experience leading to an increase in in-store basket size and customer loyalty.
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4. Assured In-store Service

It can be frustrating when you visit a physical store and realize the product or service you came for isn’t available. This is one of the appointment booking use cases for retailers. 

• Let customers do a pre-visit check: With scheduling software, customers can check what products are available and reserve the product (especially during peak season), so they can pick it up at an appointed time.
• By offering waitlist services: If the product the customer wants isn’t available, customers can add themselves to a waitlist using online booking software and be notified when the product is available.

These methods help ensure the customer doesn’t leave disappointed when they come to the store. It saves valuable time and avoids a negative experience.

It is also fantastic for retailers to be able to monitor what products and services are in demand  and adjust supply accordingly. For peaks in demand for services, the software also shows which staff are available and allows simple assignment of them to the required services. A smoother and more prepared in-store service helps optimize the experience and potential spending for both pre-booked and walk-in customers.

Using the software in this way creates certainty for customers as they can trust that products or services booked in advance will be ready and waiting. This frees them up to enjoy their in-store browsing, look at other products which they may buy, and thus increase in-store basket size.
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5. Click And Collect Option

This is an easy, quick, and convenient way for customers to get what they need. As the name suggests, customers can check for what they need, request it, and schedule an appointment slot to go and pick it up.

This is great for a quick run-in-and-grab that can be done between errands, lunch breaks, and whatever small window customers have during their day.

60% of US shoppers have stated they will make more use of this service in-store. 

Here’s what a click-and-collect journey looks like.

Adding a click-and-collect option means customers can buy as much as they want and collect the items at their convenience with little to no stress. This can lead to an overall increase in sales.
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6. Virtual Product Support

A final tip to increase in-store basket size through appointment booking software doesn’t happen in-store at all - it’s all online!

Oftentimes, customers may not be available to check out a product in person. This shouldn’t mean you’ve lost that customer. 

Customers can book virtual appointments with in-store experts like clothing advisors, the tech team, or the sales team. These experts will give their professional opinion on the purchase the customer wants to make, thus helping them pick items that will suit their needs.

The experts are trusted to know their stuff, so customers are more likely to purchase after an informative chat with them. These goods purchased may then be picked up at a later date specified through the appointment scheduling software.
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In Conclusion

There are different appointment booking use cases for retailers that can increase in-store basket size, as shown above. Appointment software helps you give your customers more value by ensuring their needs are met. It also facilitates personalized customer experiences and ensures better customer flow. This means no queues and better chances of upselling.

You can also increase in-store baskets by assuring in-store service. This can be achieved by allowing customers to check for products before coming to the retail store and join waiting lists to be alerted when the product they want is available.

Additionally, use methods like click-and-collect to ensure customers that are short on time can still shop with you. Alternatively, if they can’t get to the store at all, make virtual product support available. Appointment booking software can give customers access to experts who will help them pick products they like and close the sale.