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Customer experience has been drastically affected by the global pandemic brought on by COVID-19. For many retailers, this has introduced significant problems in providing customers with safe and satisfactory services. For brands that have already been focused on enhancing the customer journey, the last couple of months have accelerated the path to digital transformation.
As a team, we have watched as our clients have braced and adapted to the impact the current climate has had on their businesses. Powering customer engagement on the day of service has required many virtual meetings to help strategize workflows that make sense for each client.
Some need to communicate with their customers that they shouldn’t approach a delivery driver and to rather use the two-way communication tools provided. Others need to scale up Click & Collect operations to account for multiple pick-up bays and timeframes.
In Australia, where Localz was born, we’re thrilled to see our local clients in the press over the last couple weeks, spotlighted for their dedication to customer service.
Contactless click & collect
Woolworths Supermarkets was named the most trusted brand in Australia by Roy Morgan. Their Click & Collect operations have drastically changed over the years, using Localz technology to change with the digital times and stay ahead of customer needs. Recently, improvements were made to allow for enhanced drive-thru collection using a series of bays.
Creative collection options that allow for contactless service are starting to become the new normal. For Dan Murphy’s, what started as a way to get through COVID-19 restrictions by placing orders directly in customers’ boots (or trunks) is now a permanent pick-up option.