7 Omnichannel Customer Service Examples to Learn From
7 Omnichannel Customer Service Examples to Learn From
The way customers
behave has changed over the years. Today, customers are the king and even if
they are not satisfied for the slightest moment, they start to look for
alternatives - they end up being loyal to your competitors.
In fact, 33% of Americans say that they will consider
switching companies even after one single instance of poor customer service.
And U.S. companies lose approximately $136.8 billion per year due to consumer
switching.
Today, omnichannel
customer service has become the latest development in customer service and
businesses are constantly switching to adopt this method. In fact, a lot of
businesses have already cracked this and that’s exactly what we are going to
see in this article - 7 best omnichannel customer service examples. But before
that, let’s go through the basics.
What Is
Omnichannel Customer Service?
Omnichannel customer
service, in simple terms, is nothing but the integration of all your
touchpoints into one place to enhance your customers’ experience and give them
more control over their journey.
Omnichannel customer
service combines all your channels in one place including physical stores,
websites, eCommerce stores and applications. Here are a couple of benefits of
omnichannel customer service,
-
Improves agent productivity by
allowing agents to handle all customer interactions from one dashboard.
-
Cut down costs and improve first
response time.
-
Customers get more options to
interact with your brand from channels they prefer.
-
Improves customer retention rate
and sales figures.
-
Brings the offline and online
experiences together seamlessly.
Using an omnichannel customer service platform can help
you elevate customer experiences to a great extent.
That’s a quick
introduction to omnichannel customer service and its benefits. You’ll have a
better understanding when we go through the examples.
Examples
of Best Omnichannel Customer Service
1.
Starbucks
If we’re talking
about omnichannel customer service, Starbucks definitely has a place in it.
Starbucks is one of the brands that provide great omnichannel customer service.
Starbucks masters
omnichannel customer experiences with the help of its mobile application.
Irrespective of whether the customer pays through the mobile app or a physical
card or a Starbucks card, they get loyalty points and the same is updated
across the app and website.
Also, with the help
of the mobile app, users can check for nearby stores, view the menu and order
in advance. When the order is ready, they can just go to the store and pick it
up. This saves great time for the individual especially if they have someplace
to be.
There has also been a
recent Spotify integration where the customer can know what song is
specifically being played on a store from within the app. Sounds cool, right?
The above reasons
make Starbucks one of the best examples of omnichannel customer service.
2.
Disney
As a brand, Disney
needs no introduction. Like Starbucks, they are known for the great omnichannel
experience that they provide to its customers. In a statement, Hubspot stated
that Disney is doing great when it comes to omnichannel experiences.
Disney starts
delivering an outstanding omnichannel experience to customers right from when a
Disney trip is booked. Users can use the My Disney App to engage and carry out
a lot of activities from within. The app allows users to carry out activities
like unlocking a door, ordering food, reserving tables and more.
Earlier, Disney used
to have a magic band that helped with the check-in and check-out process but
now, it’s the MagicMobile pass meaning users can unlock their hotel rooms with
the help of their mobile devices.
You sure would agree
Disney is one of the brands providing great omnichannel customer experiences,
won’t you?
3.
Neiman Marcus
Neiman Marcus is
another brand that delivers great omnichannel customer service, all credit goes
to innovative thinking and its mobile application.
With the mobile
application, the popular fashion brand allows customers to get in touch with a
sales agent via email, call, text and even FaceTime. Remember when we were
speaking about a customer having multiple options to get in touch with a
business? This is exactly that!
The app also allows
you to take a look at upcoming events or promotions - it’ll be updated within
the app itself. And here’s the best part - you can check for the availability
of stocks in your nearby store.
Neiman Marcus gives
us all reasons why we should mention them in this article as one of the brands
that deliver the best omnichannel customer service.
That said, let’s look
at the next example of omnichannel customer service.
4.
Sephora
Sephora, the beauty
giant is another good example of a brand that delivers a great omnichannel
customer experience.
Sephora has started
enhancing its customer experience by connecting customers’ online purchases
with their in-store visitors. They introduced a concept called “Beauty Bag” which allows customers to
take a look at the product and even try it on them using virtual reality
technology. The user can add the product to their wishlist provided they are
interested in the product and later purchase the list with the help of the
application.
Also, the brand is
bringing together online account information with physical store communication
channels with the help of location-based marketing, improving the purchase
experience. Sephora also has tablets in stores which means customers without
access to mobile phones can still view their account information using the tablets.
Cool, right?
The recent
development was augmented reality fitting rooms and the one where Sephora scans
the customers’ skin to match it with the perfect foundation.
5.
Walgreens
Sure you might have
been across a lot of omnichannel customer services articles. And Walgreens is
one of the brands you might have across almost every article.
Walgreens
allows its users to take a look into and order their prescriptions without
having to get in touch with the pharmacy. The app also allows users to find the
best deals on products in the nearby physical stores, order in advance and
allow pick-up from stores, set up reminder notifications to renew their
prescriptions and more.
The features prove to
be extremely handy for customers especially those who look forward to keeping
track of their meds. This is one of the best examples of omnichannel customer
experiences that come with a customer-centric approach at the core.
6.
Chipotle
Chipotle, the burrito
giant also delivers a great omnichannel customer experience and service. They
recently launched a mobile application and it works great both for old
customers and new customers.
Existing customers
can quickly order their favorites with ease and new customers were able to
place their first order with guided instructions. By enabling omnichannel
features like last location order places suggestion and drive through pickups
with advanced orders, Chipotle was able to increase its revenue by more than
200%.
Also, Chipotle came
up with a custom footprint calculator that allowed customers to know how they
save the environment by ordering with Chipotle. All these combined improved
Chipotle’s omnichannel customer service.
7.
Spotify
The popular music app
also delivers customers a great omnichannel experience. Users can sync in all
the devices they use and take control of their music. Whether they use the
mobile app or a desktop application or a web interface, users can pause, play
and change music from any device. They can also download music and play it on
the go without having to have access to the internet.
Even if customers do
not have access to their personal devices, they can simply listen to music by
logging in from another device, giving customers a great listening experience.
So, those were the 7
brands that deliver great omnichannel customer service and experience.
Final
Few Words
Today, customer
support and experiences differentiate a brand from its competitors. Delivering
omnichannel experiences and support is the only way to increase sales and grow.
Remember, the better
customer support and experiences you give, the better the sales figures and
customer loyalty are going to be.
Using an omnichannel
platform like Simplify360
will help you deliver omnichannel customer experiences with ease.
Also, here are a
couple of omnichannel-related articles you will find useful,
-
Beginner's Guide to Omnichannel Customer Engagement
-
8 Best Ways to Utilize Omnichannel Customer Support
Platform
-
The Ultimate Omnichannel Customer Experience Guide
-
10 Easy Ways to Improve Omnichannel Customer Experience
Now that you have
everything you need to know about omnichannel customer service, start
implementing them for your brand right away!
To know more, visit:
https://simplify360.com/ or call on +91 11410 91911 or +91 9667559647.
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