When a customer buys an item online, they can choose to have it delivered to their nearest Kicksy store as one of their delivery options. When it arrives at the store, the customer is notified by email and text messages and goes to the store to pick it up. When the customer arrives at the store, they usually must join a line to wait to receive their item and this wait could take up to 20 minutes. This is because item pickup is done at the customer service line along with other customer service requests. 

 

Once it is their turn, the customer has to verify their identity and provide the tracking number sent in the email or text message to receive the item. The agent finds the package with the tracking number that matches what the customer gave and verifies the identity of the customer, then the customer is given their item and can then leave the store. 

 

Because of the pandemic and social distancing requirements, the store can no longer have long lines for customer service. How can they still provide a good service for their customers who make purchases online and need to receive the item quickly? You are also tasked with finding a COVID-safe way to help customers pick up their items that are purchased online. Design a new workflow that will demonstrate the new processes 

 

Answer rating: 100% (QA)

Firstly lets understand the current challenges 1 Long wait times due to a single customer service line for multiple services 2 Crowded stores due to l... View the full answer