Omnichannel retail

-> When it comes to shopping, customers want options for how they get — and how they return — their products.

This is the heart of omnichannel retail, and it means allowing customers to buy online and pick up in store, buy online and return in store, or order through chat and pickup curbside. Many customers want the conveniences they got used to during COVID-19 to remain even after the pandemic subsides, and they also want the ability to connect with staff in-store.

64% of consumers prefer delivery, but 26% prefer to order online and pick up in store.

39%

of consumers say they want curbside pickup to stick around even after COVID-19 variants subside.

11%

of consumers prefer curbside pickup, and that jumps to 17% for Gen Z consumers.

With Square Online, you can offer On-Demand Delivery, as well as options like curbside pickup and buy online, pickup in store. With Square App Marketplace, you can integrate partners like Shippo and Easy Ship to offer nationwide shipping and tracking

Many retailers are on board: they say they’ll continue to offer these convenient services:

"Consumers clearly value and use flexible omnichannel experiences like buying online and picking up or returning in-store. It comes at a cost, however. You have to ensure the item is prepped and ready to go at pickup time, that your staff is equipped to get orders shipped on time, and that you minimize out-ofstock moments. An omni-literate system will help you fulfill your omnichannel sales and keep your products moving while minimizing excess inventory sitting around. Those costs add up fast and consumers don't expect to pay more to cover them.”

Roshan Jhunja
GM, Square for Retail

Omnichannel commerce and retailer misconceptions

eCommerce sales channels are diversifying, giving retailers opportunities to reach customers wherethey are. However, retailers still have reservationsabout expanding channels where they sell, and someeven say that they don’t believe their customers wantto buy on additional channels. A solid omnichannelstrategy can help retailers overcome their doubtsand leverage these new channels.

32%

of retailers say that not knowing enough about technology options/platforms keeps them from selling goods through newer online or social channels.

29%

of retailers say delivering consistent shopping experiences across online and in-store channels is a challenge.

24%

believe their customers wouldn’t be interested in purchasing on newer online or social channels.