M&S expands digital contactless click & collect service with Doddle


Marks & Spencer is expanding its digital contactless click & collect service across the UK this week following “great early feedback”.

M&S is rolling out its contactless click & collect trial, in partnership with Doddle, to six more stores of various sizes in Havant, Maidstone Eclipse, Pinner, Tolworth and White City, according to The Grocer. 

Using the service shoppers will be able to book a specific time slot to enter an M&S store and collect their orders from an allocated shelf at the collection point.

When their order has is ready to be collected, M&S will email customers who can then use WhatsApp, Facebook Messenger or text message to talk with a chatbot and secure their collection slot.

M&S first launched the trial in August seeking to alleviate concerns of vulnerable shoppers hoping to limit human contact during the pandemic.

READ MORE: M&S expands cashierless shopping to all 573 stores as it continues digital push

Before the pandemic, around 70 per cent of online M&S orders were collected from its food or clothing stores, but this plummeted to 15 per cent as the pandemic took hold.

“We’ve had great early feedback for our click & collect contactless trial with customers loving how it is speedy, safe, and convenient,” M&S head of digital operations Neil Phillips told The Grocer.

“We’ll now be testing it out with customers in different sized stores and continuing to listen carefully to feedback.”

The retailer is also testing a drive-through click & collect service, allowing shoppers to collect their orders without ever leaving their car.

It comes as M&S continues to push ahead with its digital transformation plans, implementing a range of measures designed to “put digital at the heart of its operations and create a better shopping experience”.

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