The Need for Appointment-Based Scheduling

We’re all reinventing what shopping means right now. There are so many ways we need to rethink retail during COVID-19. As stores reopen, we want to be mindful of how our customers want to engage with us.

Most states have begun the process of reopening, but they are doing so with stringent restrictions on retail, banks, and restaurants. The biggest ones refer to capping the number of people in-store at any given time. Retailers are encouraging people to buy online and pick up their orders curbside.

Appointment-based shopping is a real win-win in this scenario. It lets stores reopen and reengage with customers. As you’re reopening, you don’t have to have as much inventory onsite, because scheduled visits don’t mean a crowded store.

Lightning Scheduler gives you enough latitude to create a hybrid experience that accommodates remote retail and personalized remote retail experiences, while still offering the flexibility of in-store shopping.

And guess what? We have a Solutions Kit to help you get started, making deployment easier and faster for customers and partners with step-by-step instructions to turn on Lightning Scheduler.

Access the Schedule an Appointment Solution Kit

Lightning Scheduler: Book it your way

Regardless of the online solution you’re using to engage with customers, you can use Lightning Scheduler as an add-on. Meet and greet customers where they want to be met.

Online all the way!

Let’s say your customer wants to shop online, but they’d like the help of a concierge. Not a problem. With Lightning Scheduler, your customer can log on and book a time to shop online with one of your associates.

For example, take a look at Chronos. It's the new Einstein Bot for Lightning Scheduler that allows customers to schedule, view, reschedule, or cancel their Lightning Scheduler appointments using Chat or SMS.

The intrepid shopper

In another scenario, maybe your customer is happy to visit the store. But we all need to think about store capacity right now. Again, Lightning Scheduler allows your customer to book an in-store appointment to shop with one of your associates.

Kick it to the curb (in a pretty bag, please?)

Finally, there’s curbside pickup. After your customer is done shopping online (or over the phone), they can schedule their curbside pickup time.

Lightning Scheduler is an easy add-on feature, especially if you’re an existing Service Cloud customer. If you’re not, hey, it’s a great time to think about how Service Cloud can elevate whatever commerce platforms you’re using.

Solution kits for retail and beyond

Lightning Scheduler is just the beginning. We’ve developed solution kits for a number of common use cases. We want to share everything you need to deliver high-impact, personalized shopping experiences that improve customer conversations, engagement, and loyalty. Let these solution kits be your guide to achieving a continuous and integrated customer experience

• Abandoned Cart Solution Kit will help you connect with shoppers who add items to their carts in Commerce Cloud, but don’t finish their orders.
• Coupon Redemption Solution Kit offers targeted customer journeys and increases positive purchasing decisions.
• Order on Behalf Solution Kit helps place orders on behalf of shoppers who need assistance because they can’t access the Internet or find the products they want to purchase.
• Transactional Email Solution Kit informs customers on the status of their orders through email while reducing call volume to your service centers.

Has your company implemented appointment-based scheduling? We want to hear about your experiences! Here’s how to share your story:

1. Post with the hashtag #WorkSmarter in the Customer Success Community Group, where Salesforce experts and Trailblazers like you share ideas, find answers, and drive success together.
2. Connect with us on Twitter @askSalesforce and post about your success with the hashtag #ReopenYourWorkplace.

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