RetailAppointments
Personalized pickup touchpoints lifted show-ups by 44%
A large retailer with physical stores and an online marketplace.
- +44%show-ups
- 1.89unique viewers per touchpoint
The objective
Too many shoppers who scheduled in-store service appointments failed to show up. Industry norms accept a sizeable gap between reserved slots and actual arrivals; this retailer set a higher bar and wanted a more personal way to move customers from "scheduled" to "arrived".
The journey
An "appointment set" touchpoint embedded in the order-fulfilment workflow:
- Each message showed the customer's exact issue, in the chain's brand.
- One-tap "Add to calendar" and "I'm on my way" buttons.
- A live navigation link that opened directly to the store's parking lot or service desk.
- The lead-scoring dashboard showed who opened, clicked or ignored the reminder, driving follow-ups for the riskiest no-shows.
The results
- More than two out of five additional customers now arrive for their slot.
- Household members shared the reminder, spreading it across decision-makers.
- Scoring data pinpointed customers least likely to arrive, so associates could nudge again or free the slot.
- Staff were more prepared because shoppers tapped "I'm on my way".
“emaze.ai's solution has significantly improved our performance, boosting customer engagement and conversions.”
Personalized visual reminders woven into the omni-channel flow turned bookings into real-world arrivals and tightened operational efficiency.
