You’ve decided to set up curbside pickup for your business and taken the proper measures to ensure a safe curbside pickup experience for your employees and customers. Now, you need to decide how and when you’re going to use Push Notifications and SMS to communicate with your customers about their orders in real-time.
Determining these messaging sequences is as important as any aspect of your customer’s journey, as 86% of buyers are willing to pay more for a great customer experience.
Before we get started today, let’s clarify the difference between Push Notifications and SMS messages.
- SMS Notifications: These are text messages that direct a customer to any web page on the mobile internet, including your website. The average character limit for a text message is 160 characters, any message sent with more than 160 characters will be sent in multiple sequential messages.
- Push Notifications: These are alerts that are sent to a customer who has downloaded your company’s app and opted-in for notifications. They direct your customer to pages within your app. The average character limit for push notifications is 178 characters.
Push notifications are generally used for personalized engagement with your customers and offer discounts, sales, announcements, and more. SMS is generally used for reminders, alerts, and other general notifications.
While both messaging options have their own purpose and value, the examples we’re covering can be used interchangeably for both types of messaging as it pertains to curbside pickup. It simply depends on how you implement your curbside pickup offering via a website, a mobile iOs and Android curbside app, or a combination of the two.
Benefits of Push Notifications and SMS Messages
Like we’ve covered in our Push Notification Playbook, segmented messages have a 2x higher click-through rate over mass publications, a 68% higher open rate than email, and a click-through rate above 10%. These targeted and personalized messages also help create loyal customers who spend more money, with 79% of retailers stating that they are deriving ROI from their personalization efforts.
Potential Messaging Opportunities
Here are some ways that you can use Push notifications and SMS notifications with your curbside pickup software. As you build these messages, remember that this is a great opportunity to communicate your brand to your customers, don’t be afraid to let your business’s personality shine through!
It’s also important to understand that there is a range of messaging opportunities outside of what we list below, and it’s all dependent on how you establish your curbside pickup solution.
Order Placed, Thank You Message
Once your customer places their order, send them a notification that lets them know you’ve received their order, thank them for their business, and provide any additional information as it pertains to the curbside pickup process. This can include where to park once they arrive, the estimated time until their order is ready, and more.
Inventory Questions, Item Out Of Stock
In the event your customer requests an item that is out of stock, you can use messages to notify your customer of the issue and provide them with the next steps, suggest replacement items, or offer customer service contact information.
Items Left In Cart
Your customers are busy and living in a world of distractions, and sometimes they leave items in their cart. Use messaging to prompt them to complete their purchase, and warn them if the items in their cart are quickly selling out.
When the customer’s order is ready, send them a message with information such as their order number, how long you’ll hold their order, curbside pickup directions, and any other helpful information they should know as it pertains to their order.
Unfortunately, there may be a reason an order needs to be canceled. In the event this happens, you can notify your customer, provide customer service contact information, and more.
Even in a world where most orders are placed online and timely pickup and delivery estimates are relied on now, more than ever, a customer may still forget to pick up their order. Use messaging to notify them of their order being ready while also reminding them of the last possible moment you’ll hold their order.
Take Your Messaging One Step Further
As you get accustomed to your new messaging platforms, think about other ways you can engage with your customers. Use messaging to promote discounts, sales, and announcements. Have you restocked certain popular items? Have you launched a BOGO offer? Let them know by sending them a quick message with a clear call to action!
Ready to Set Up Curbside Pickup?
We offer a versatile omnichannel BOPAC (buy online, pickup curbside) software for retailers, regardless of existing technologies or inventory structures. By implementing a curbside pickup solution for your business that effectively collects customer orders and promptly notifies your customers of their order status, you’re able to safely reopen your business and create a new path for future retail success.
To learn more about how you can implement curbside pickup for your business in just a few hours, learn more and get in touch with us today.