Marks & Spencer (M&S), the renowned British fashion retailer, has said that it will be expanding its click-and-collect service at 78 of its stores this year.
The retailer, reportedly, added that going forward the initiative will include a new self-service digital click-and-collect and returns facility.
Besides, there will be a new mobile-friendly paperless returns process.
The new service replaces the staffed collection desks and thus ends the annoying long queues. Importantly, it means customers no longer have to wait and can immediately process collections or returns – all thanks to digital screens.
While the new initiative is being currently trialled in 22 of M&S’ stores, it will be expanded to 78 stores, much before Christmas starts.
Moreover, it has improved the returns journey for mobile customers with a new portal that was built by using customer feedback and is found in ‘my account’ on M&S’ website (M&S.com).
What it, importantly, does is that it ends the customer’s need to visit third-party courier websites or find the right paperwork for orders.
Also, barcodes customers need to return the product in-store are easily accessible. This, reportedly, brings down the time spent returning a product by as much as 60 per cent.
Founded in 1884, M&S generated £10,181.9 million in 2020.