Theatro, Curbside partner on click and collect customer experience

Theatro is partnering with Curbside in a quest to improve the 'click and collect' customer experience when it comes to in-store pickup of online orders in the retail segment.

The collaboration will provide retailers great efficiency and empower retail associates with hands-free, real-time communication and insights on customer orders, according to a press release.

"To meet the growing demands of today's customers, in-store services such as click and collect must be as frictionless and efficient as possible," said Chris Todd, CEO of Theatro, in the release. "By partnering with Curbside, we are combining hands-free mobile and voice technologies with real-time operations information to optimize omnichannel retail. This creates a truly fluid experience that enriches the shopping journey for everyone."

How it works: When a customer order is received through a retailer’s order management system, Theatro's voice-enabled intelligent assistant will immediately notify associates that an omnichannel order has been received and guide the associates through picking and fulfilling the order. The associates can instantly confirm who will manage the task, identify the matching order and its location in the store and stage the product(s) for pick up.

Through integration with Curbside's location technology, ARRIVE, Theatro notifies the associate with a proximity alert when a click and collect customer is on the way, allowing the associate to stage the item at the front end, and again notifies the associate when the customer has arrived.

Upon arrival, the right associate is assigned to greet the customer and offer cross-sell items to complement their purchase. This creates a streamlined omnichannel fulfillment process for the associate and a personalized and frictionless click and collect experience for the customer.

"The physical store is rapidly changing as consumer expectations for omnichannel execution increase and retailers rising to the challenge are rewarded," said Jaron Waldman, founder and CEO, Curbside, in the release. "By integrating the notifications from our ARRIVE product into their voice platform, Theatro is enabling efficient pickups and personal engagements with order-ahead customers who seek an elevated experience."


Topics: Assisted Selling, Customer Experience, Customer Service, Technology


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