After the COVID-19 pandemic changed how we live, work and shop, businesses had to adapt. Many businesses started offering curbside pickup services as an alternative to in-store shopping. Although these services have been a huge success with customers, companies still need to manage this new sales channel. That’s where using SMS for curbside pickup software comes in.
A curbside fulfillment management software gives you complete visibility into your orders so you can streamline your logistics and easily update your customers when their orders are ready. Today we’ll explain why this software can simplify order pickups and how an SMS marketing platform like Textedly can help.
How to Use Textedly for In-Store or Curbside Pickup
Compared to 2019, 2021 e-commerce sales have increased by 50.5 percent as more customers shop online rather than in stores. The shift away from in-store shopping continues as many customers opt for the convenience of online shopping.
Curbside pickup combines the benefits of both to enable businesses to meet changing consumer needs.
Because an SMS marketing platform is ultimately just a way for businesses to communicate with their customers, you can easily adapt it as a curbside pickup software.
With powerful features like scheduled texts, automated responses and Zapier integration, Textedly provides a user-friendly platform that can help you streamline your business’s curbside pickup services.
Step 1: Inform Customers About Your SMS Pickup Service
To start using an SMS-based curbside pickup software, explain to your customers that your business now offers text updates about their curbside pickup orders. By highlighting the simplicity and convenience of your curbside pickup software, you can encourage more customers to try out your newest service offering.
As with any marketing message sent via SMS, you need to get your customers’ consent. Text marketing laws like those laid down by the TCPA often require businesses to obtain express written consent to add subscribers to their marketing lists. You should also share instructions on how to opt-out from receiving messages —such as “reply STOP to unsubscribe.”
Step 2: Send a Detailed Order Confirmation Text
Once a customer has placed an order, they should receive an order confirmation via SMS. You can configure auto-reply texts to instantly send a pre-written message to the customer with important information about their order, such as:
- Date and time the order was placed
- Items purchased
- Estimated pickup time
- Store location along with specific instructions for curbside pickup
- Any health and safety practices that are expected from customers for curbside pickup
If a customer has a question about their order, they can simply reply to their order confirmation text and reach your business directly via two-way SMS texting.
Step 3: Send an Order Update
If fulfilling curbside pickup orders takes more than a few hours, consider scheduling order update text messages for your customers. Even if it means they have to wait longer to receive their purchases, consumers want to receive regular updates about their orders.
For example, you can send updates if the pickup time changes, if an item has gone out of stock or when you expect an item will be restocked.
Step 4: Coordinate the Order Pickup
The in-store and curbside pickup process might look very different depending on your business. Always include clear pickup instructions that tell your customers where to go in your store, or if you’re doing curbside delivery, note where your customer should wait in the parking lot.
You should also be clear about whether your customers should bring identifying information like a photo ID or order confirmation number.
Here are some examples:
Your order is ready for pickup at [Business Name]! Once you have arrived, park in one of the designated curbside pickup parking spots in the front and reply to this message to let us know you’re here. We’ll bring your order right to your car, so make sure you have your order confirmation ready. Thank you!
Your order is ready for pickup at [Business Name]! Once you have entered the store, go to the in-store pickup window to the left of the main entrance. After verifying your photo ID and order confirmation, we’ll bring out your order. See you soon!
Step 5: Ask for Feedback
Getting feedback from your customers is a surefire way to improve your business, especially if curbside pickup is new to your operations. People are much more likely to read and respond to text messages which have an average open rate of 98 percent. Sending a feedback request via SMS simplifies the process, so you’re more likely to receive consistent, valuable input from your customers.
After an order is complete, you can send an automated message asking the customer about their pickup experience. Be sure to keep it simple, such as rating their satisfaction on a scale of 1 to 10 or filling out a short survey. You can even offer an incentive, like a small discount on their next order, to encourage customers to respond.
Thank you for picking up your order from [Business Name]! We value your feedback and would love to hear about your experience. Fill out a short survey and save 10% on your next order: [Survey Link]
Partner with Textedly for Your Curbside Pickup Software Needs
As part of the latest wave of evolution in retail, hospitality, e-commerce and more, curbside pickup is here to stay. Many businesses have implemented curbside pickup software to streamline their order fulfillment, so why not use a platform that can do more?
Textedly’s user-friendly interface makes it easy for you to keep your customers up to date about their curbside pickup orders. Powerful features like two-way SMS and long text messages allow your business to engage with your customers beyond an order confirmation. You can even use our free Zapier integration to connect Textedly to over 1,000 apps so you can get started right away.
To start using our SMS marketing platform as curbside pickup software, sign up for a free trial of Textedly today.