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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