Guest post from eBay UK: Where to next for Click & Collect?
This is a guest post exclusively for Tamebay from Marty Ellis, who looks after customer experience at eBay in the UK.
As you know, we launched a trail in October for a small number of sellers to offer Click & Collect at Argos, in addition to switching on a Click and Collect facility for sellers with their own retail stores.
How does Click & Collect work on eBay?
• Shoppers on ebay.co.uk see the FREE Click & Collect option in the item listing
• During checkout they select from their five closest stores, and confirm their order (typically available for collection the next working day)
• The seller despatches the item with little or no difference to their normal procedures
• Once the order is ready for collection, the buyer receives a text with a unique PIN
• They collect their order at the collection point in their selected store.
Feedback from Buyers and Sellers is very positive.
Buyers across the UK have become more and more accustomed to the Click & Collect concept. Last year nearly 4 out of 5 people used some form of Click & Collect service with 45% using it at some point during Christmas 2013* Enabling eBay sellers to offer Click & Collect ensures they can take advantage of this significant buyer trend.
*Source: Econsultancy Online Shopping Survey 2013
Buyers tell us they love the convenience and the fact that there are no extra postage costs. They also appreciate the option to return items to the same collection point. Here’s what some had to say:
“Very convenient and didn’t take a special journey to collect the item. No postage costs was a real bonus”
“I was able to choose the time to collect to suit me. Receiving a text and email was also good when item was ready to collect.”
“Didn’t have to wait at home for a delivery. No risk of not receiving the goods”
From sellers, feedback has also been very positive with many stating that eBay Click & Collect offers them a presence on the high street that they would not otherwise be able to offer.
The aptly named My 1st Wish became the first UK seller to provide the Click & Collect option to its customers. Offering designer inspired fashion at highly attractive prices, Click & Collect is another example of this seller going one step further to bring its shoppers the latest looks and trends.
Managing Director Tayyab Akhlaq tells us:
“eBay’s Click & Collect service has been great for us and our customers. We’re now giving buyers an extra, attractive option at checkout and already seeing an order uptake of around 5%. And through Argos we now have a high street presence! We also found the integration smooth and painless, and the process to add the Click & Collect option to listings a simple one.”
So where to next?
We’re really happy with the response we’ve received so far, especially the enthusiasm shown by the buyers who have used the service. In order to further test the system and promote it to an even wider audience we are currently featuring only items that offer Click & Collect on our Daily Deals promotions on eBay.co.uk.
We’ll be concluding our review of the pilot soon and we have ambitious plans. You will hear more about this over the coming weeks.
My team and I will be watching this article over the coming days, if you have any comments or want us to answer more questions around Click and collect please ask them here and we’ll do our best to answer.