{"id":20024,"date":"2021-07-15T11:41:40","date_gmt":"2021-07-15T10:41:40","guid":{"rendered":"\/gb\/en\/blog\/?p=20024"},"modified":"2023-01-16T12:30:03","modified_gmt":"2023-01-16T12:30:03","slug":"7-omnichannel-customer-service-examples-to-learn-from","status":"publish","type":"post","link":"\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/","title":{"rendered":"7 omnichannel customer service examples to learn from"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer behaviour has changed dramatically in recent years. According to<\/span> <a href=\"https:\/\/www.forbes.com\/sites\/forbesbusinesscouncil\/2021\/03\/15\/15-customer-behavior-trends-emerging-this-year\/?sh=35a0cd7114d9\"><span style=\"font-weight: 400;\">Forbes<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><span style=\"font-weight: 400;\">consumers are becoming more demanding in various aspects, including product transparency, seamless online experiences, personalized content, and more. In order to meet &#8211; or exceed &#8211; customers\u2019 expectations, it\u2019s critical for brands to accompany their customers every step of their journey. One way to do that is through <a href=\"\/gb\/en\/blog\/definitions\/omnichannel\/\">omnichannel<\/a> customer service.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What is omnichannel customer service?\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Omnichannel customer service is the integration of systems to establish a streamlined <\/span><a href=\"\/gb\/en\/blog\/unifying-the-shopper-experience-with-omnichannel-communications\/\"><span style=\"font-weight: 400;\">shopping experience<\/span><\/a><span style=\"font-weight: 400;\"> for customers across all channels. These channels include ecommerce, applications, physical stores, and web browsers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is quite different from the traditional, multichannel services. Multichannel approaches cover many platforms, but don\u2019t tie them together.<\/span> <span style=\"font-weight: 400;\">Omnichannel customer services focus on combining <\/span><i><span style=\"font-weight: 400;\">every <\/span><\/i><span style=\"font-weight: 400;\">channel, empowering consumers to have more control in their own personal journey of purchase.\u00a0<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-20029\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3.png\" alt=\"airdroid 1507 (3)-304\" width=\"1540\" height=\"1094\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3.png 1540w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-300x213.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-640x455.png 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-768x546.png 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-1536x1091.png 1536w\" sizes=\"(max-width: 1540px) 100vw, 1540px\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/fitsmallbusiness.com\/omnichannel-multichannel-retailing\/\"><span style=\"font-weight: 400;\">FitSmallBusiness<\/span><\/a><\/p>\n<h2><span style=\"font-weight: 400;\">Benefits of omnichannel customer service\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">More and more organizations are embracing omnichannel customer services. Omnichannel customers tend to <\/span><a href=\"https:\/\/www.information-age.com\/omnichannel-shoppers-123481891\/\"><span style=\"font-weight: 400;\">spend more in-store<\/span><\/a><span style=\"font-weight: 400;\"> and online than single-channel customers. Retailers using omnichannel marketing saw a <\/span><a href=\"https:\/\/www.shopify.com\/enterprise\/omni-channel-retailing-commerce-what\"><span style=\"font-weight: 400;\">15% to 35%<\/span><\/a><span style=\"font-weight: 400;\"> increase in average transaction size. Some of the key benefits of omnichannel customer service include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Maximize your support agents\u2019 productivity\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Save on expensive call center costs<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve customer response time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Offer more options for customers to interact with your brand<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Provide seamless <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a> with personalized content<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Leads to better customer retention and sales<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Integrate online and offline experiences<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Finetune the way of collecting customer data<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Help your brand reach a wider range of audiences<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Despite the above-mentioned benefits, the proliferation of omnichannel still needs to be implemented carefully. With the prevalence of social apps like Facebook, Instagram, and WhatsApp, customers are provided with multiple touch points with a brand. This could lead to your service agents feeling overwhelmed by context coming from everywhere.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Businesses need to focus on providing your customers with the right information at the right time. After all, an excellent omnichannel experience will only work when seamless customer services are properly connected with communication methods.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Wondering how to do it right? Let\u2019s take a look at seven brands with excellent omnichannel strategies in place.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">7 brilliant omnichannel customer service examples<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">1. Starbucks<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-20032\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-5.png\" alt=\"airdroid 1507 (5)-542\" width=\"1920\" height=\"904\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-5.png 1920w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-5-300x141.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-5-640x301.png 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-5-768x362.png 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-5-1536x723.png 1536w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/stories.starbucks.com\/emea\/stories\/2020\/introducing-the-new-starbucks-rewards\/\"><span style=\"font-weight: 400;\">Starbucks<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Starbucks\u2019 success lies in their mobile application, My Starbucks Reward. In fact, their mobile purchases are surging &#8211; with<\/span> <a href=\"https:\/\/digital.hbs.edu\/platform-digit\/submission\/starbucks-winning-on-rewards-loyalty-and-data\/\"><span style=\"font-weight: 400;\">nearly 40%<\/span><\/a> <span style=\"font-weight: 400;\">of their revenue comes from My Starbucks Reward app. Though their order-ahead feature brings in more than 8 million mobile transactions every month, customers are engaging regularly with the brand for more than simple convenience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">My Starbucks Rewards perfectly aligned business goals with their customer journey. The app streamlines each transaction with order, tipping, payment, and has a great rewards scheme. Customers can further view and load their rewards card via app, website, mobile phone or in-store with immediate account updates across all channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Starbucks uses omnichannel funnels to convert new customers <\/span><i><span style=\"font-weight: 400;\">and <\/span><\/i><span style=\"font-weight: 400;\">increase customer loyalty simultaneously. They initiated a digital relationship with their customers via email campaigns, flash sales, and in-app personalization. Starbucks incessantly incentivises consumers through behaviour like \u2018Buy one, get one free\u2019 on specific days.This tactic helps increase in-store sales, online brand engagement and customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Importantly, all of these online consumer activities are being tracked and analysed to help the brand pinpoint areas that need improvement &#8211; for instance, providing more personalised product suggestions.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2. Disney<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-20033\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-1.jpg\" alt=\"airdroid 1507 (1)-261\" width=\"900\" height=\"360\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-1.jpg 900w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-1-300x120.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-1-640x256.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-1-768x307.jpg 768w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/disneyworld.disney.go.com\/plan\/my-disney-experience\/\"><span style=\"font-weight: 400;\">Disney<\/span><\/a><\/p>\n<h4><span style=\"font-weight: 400;\">Disney perfectly integrates customers\u2019 omnichannel experience with digital technology. For one thing, customers are guaranteed to enjoy a user-friendly browsing experience, whether it\u2019s from desktop or mobile sites. Yet, Disney put extra efforts and designed the genius tool: <\/span><a href=\"https:\/\/disneyworld.disney.go.com\/plan\/my-disney-experience\/mobile-apps\/\"><span style=\"font-weight: 400;\">My Disney Experience<\/span><\/a><span style=\"font-weight: 400;\"> that beautifully integrates beacon technology with wearable technology.\u00a0\u00a0<\/span><\/h4>\n<h4><span style=\"font-weight: 400;\">My Disney Experience is an application that seamlessly connects their activities within the theme park. From tickets to the photos you took at the park, everything can be synced across different channels and allow you to instantly access them whenever, and wherever, you like. It can manage your hotel and dining activities, as well as plan park activities for you. It even lets you add family members to friend lists.\u00a0<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">The beacon technology not only helps customers make their way around the park, but enables Disney to collect valuable data such as crowd traffic or waiting time. My Disney Experience also lets you add credits to a <\/span><a href=\"https:\/\/disneyworld.disney.go.com\/plan\/my-disney-experience\/bands-cards\/\"><span style=\"font-weight: 400;\">Magic Band<\/span><\/a><span style=\"font-weight: 400;\">, which is a bracelet you wear when you are navigating in the park. Magic Band works similarly like a smart watch &#8211; you can pay for meals and souvenirs, open your hotel room, and use it as a Fast Pass! It\u2019s pretty much the ideal example of an omnichannel customer experience.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3. Chipotle<\/span><\/h3>\n<p><img decoding=\"async\" class=\"size-full wp-image-20026\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2.jpg\" alt=\"Chipotle-Carside---PR-Image-In-Car-2x-Secondary-822\" width=\"600\" height=\"338\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2.jpg 600w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2-300x169.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2-250x140.jpg 250w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/www.chipotle.com\/\"><span style=\"font-weight: 400;\">Chipotle<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Chiptole has done well throughout the brand\u2019s digital transformation. The burrito giant started by introducing a mobile app that meets both new and old customers\u2019 needs. Old customers are able to select their regular favorites faster and new customers can make their first order through intuitive and easy-to-follow in-app instructions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Later on, Chipotle also revamped their website, launched their customer loyalty program, and collaborated with DoorDash delivery services to further strengthen their customer experience both online and offline.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Examples of omnichannel interactions include the app suggesting the last location they placed an order, or\u00a0 the on-the-go ordering feature to order in advance of reaching a store. As Chiptole doubled down on in-app innovation, online order-only drive-thrus and human-centered marketing, they\u2019ve doubled their revenue by <\/span><a href=\"https:\/\/www.ncr.com\/blogs\/restaurants\/chipotle-digital-engagement-strategy\"><span style=\"font-weight: 400;\">more than 200%<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As more consumers are more conscious about the impact their behaviour may have on the environment, Chiptole uses <\/span><a href=\"https:\/\/realfoodprint.chipotle.com\/\"><span style=\"font-weight: 400;\">Real Foodpoint<\/span><\/a><span style=\"font-weight: 400;\"> to express their concerns in worsening environmental issues and demonstrate social re<\/span><span style=\"font-weight: 400;\">sponsibility. Modern customers expect brands to form a deeper relationship with them, and addressing ecological concerns is a great way to do so.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Sephora<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-20028\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3.jpg\" alt=\"airdroid 1507 (3)-898\" width=\"1600\" height=\"900\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3.jpg 1600w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-300x169.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-640x360.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-768x432.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-1536x864.jpg 1536w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-3-250x140.jpg 250w\" sizes=\"(max-width: 1600px) 100vw, 1600px\" \/><\/p>\n<p style=\"text-align: center;\">Source: <a href=\"https:\/\/globalmarketingprofessor.com\/sephoras-success-across-countries\/\">GlobalMarketingProfessor<\/a><\/p>\n<p><span style=\"font-weight: 400;\">Sephora enhances their omnichannel customer experience by connecting their online purchases to their in-store visits. The beauty giant introduced \u201c<\/span><a href=\"https:\/\/www.sephora.com\/basket\"><span style=\"font-weight: 400;\">Beauty Bag<\/span><\/a><span style=\"font-weight: 400;\">\u201d. This is an account that allows customers to look up product details and try them on using virtual reality technology. If they like the product, they can add it to a wishlist and then purchase the entire list using the app.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sephora is also integrating online account information with in-store communication channels using <\/span><a href=\"https:\/\/www.wordstream.com\/blog\/ws\/2019\/06\/19\/location-based-marketing\"><span style=\"font-weight: 400;\">location-based marketing<\/span><\/a><span style=\"font-weight: 400;\">. When customers are shopping in physical stores, the app can help them narrow down their choices and keep track of the products they intend to purchase.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, not everyone will have mobile access &#8211; so Sephora also places several tablets in stores meaning they can still access their Beauty-Bag account .<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They also used these strategies to weather the Covid-19 pandemic. Sephora moved all in-store experiences online by introducing augmented reality fitting rooms, as well as Color IQ. It scans customers\u2019 skin to match it with the right foundation, resolving a huge pain point for cosmetic shoppers.\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">5. Timberland<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-20027\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2.png\" alt=\"airdroid 1507 (2)-273\" width=\"750\" height=\"500\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2.png 750w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2-300x200.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-2-640x427.png 640w\" sizes=\"(max-width: 750px) 100vw, 750px\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/unsplash.com\/photos\/Cugq8-sMSvk\"><span style=\"font-weight: 400;\">Unsplash<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Timberland connects brick-and-mortar customer service with <\/span><a href=\"https:\/\/en.wikipedia.org\/wiki\/Near-field_communication\"><span style=\"font-weight: 400;\">near-field communication technology<\/span><\/a><span style=\"font-weight: 400;\">. Near-field communication technology is a data transfer software like Apple Pay or Android Pay, which allows users to transfer information seamlessly by tapping their mobile devices against a special chip.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Timberland is another brand that <\/span><a href=\"https:\/\/blog.airdroid.com\/post\/mobile-device-management-for-mpos-android\/\"><span style=\"font-weight: 400;\">integrates mobile tablets<\/span><\/a><span style=\"font-weight: 400;\"> to enhance their retail performances. When shoppers are in a Timberland store, they are given tablets that can display product information as well as current deals or offers. Timberland empowers their customers to have more control in their shopping journey while minimizing time wasted on waiting for the clerks to explain the product when the store is crowded.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It goes beyond the immediate in-store experience, however. Their digitally connected stores allow customers to create a wishlist that doesn\u2019t require any sign in or sign up from store visitors. Once shoppers finish adding products to their wishlists, they can send the list directly to their email and place the order online when they get home.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">By utilizing the power of omnichannel marketing, Timberland also gains valuable customer data from these in-store online activities, which help them with product remarketing later on. Most importantly, once customers receive their wishlist in their email after leaving the store, they are more likely to complete their purchase when they get home. That particular email also serves as a friendly, non-intrusive reminder to help the brand close deals in the last funnel of the customer journey.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. Walgreens<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-20031\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4.png\" alt=\"airdroid 1507 (4)-483\" width=\"1999\" height=\"1259\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4.png 1999w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4-300x189.png 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4-640x403.png 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4-768x484.png 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4-1536x967.png 1536w\" sizes=\"(max-width: 1999px) 100vw, 1999px\" \/><\/p>\n<p style=\"text-align: center;\">Source: <a href=\"https:\/\/www.walgreens.com\/\">Walgreens<\/a><\/p>\n<p><span style=\"font-weight: 400;\">Walgreens is another brand that\u2019s been widely mentioned in many triumphant omnichannel customer experience examples. The success lies within their mobile application. Walgreens allows users to check and refill prescriptions without calling their pharmacy, find deals on products in physical stores, and make orders to pick up at the nearest location. Customers can even use the application to set up reminder alerts for renewing their prescriptions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Walgreens further enhances their customer service by introducing the Walgreen rewards balance programme, <\/span><a href=\"https:\/\/www.walgreens.com\/topic\/promotion\/mywalgreens.jsp\"><span style=\"font-weight: 400;\">myWalgreens<\/span><\/a><span style=\"font-weight: 400;\">. Customers are encouraged to earn points by completing the following actions:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In-store purchases<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Online purchases<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Activity tracking by connecting fitness apps to the Walgreens app<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Filling out vital health information surveys<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Getting in-store vaccinations and more<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Customers can turn these points into cash and redeem them during in-store or online purchases. Walgreens definitely designed the brand\u2019s omnichannel experience with a <\/span><a href=\"\/gb\/en\/blog\/definitions\/customer-centric\/\"><span style=\"font-weight: 400;\">customer-centric mindset<\/span><\/a><span style=\"font-weight: 400;\">, and strives to make every touchpoint as smooth as possible, online and offline.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">They\u2019re another great example of using these strategies throughout the pandemic. They introduced \u2018Walgreens Find Care\u2019. This is an <\/span><span style=\"font-weight: 400;\">expansion of their <\/span><a href=\"\/gb\/en\/blog\/7-benefits-of-telehealth-and-how-does-it-improve-care-delivery\/\"><span style=\"font-weight: 400;\">telehealth<\/span><\/a><span style=\"font-weight: 400;\"> programme, and it includes a Covid-19 risk assessment. Users can easily use a mobile app or computer to search for telehealth providers and connect with a doctor or nurse. The brand uses a mobile-focused app to improve both online and offline customer experience in every possible way, truly realizing the spirit of omnichannel experience.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7. TopShop<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-20030\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4.jpg\" alt=\"airdroid 1507 (4)-864\" width=\"512\" height=\"291\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4.jpg 512w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/airdroid-1507-4-300x171.jpg 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/p>\n<p style=\"text-align: center;\"><span style=\"font-weight: 400;\">Source: <\/span><a href=\"https:\/\/www.asos.com\/topshop\/\"><span style=\"font-weight: 400;\">TopShop<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">As an online clothing brand, TopShop have integrated social media into their omnichannel customer experience brilliantly. For London Fashion Week, the brand set up several <\/span><a href=\"https:\/\/blog.airdroid.com\/post\/digital-signage-security\/\"><span style=\"font-weight: 400;\">digital signage<\/span><\/a><span style=\"font-weight: 400;\"> boards nearby their physical stores, showcasing a series of garments regularly. Interestingly, the displaying content is synced with TopShop\u2019s twitter data. When a customer sends a tweet using the hashtag #LFW, it will show up on the digital billboard along with the latest fashion trend.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This creative marketing campaign successfully caught the attention of many passersby, boosting website visits as well as brand awareness. Since all the billboards are set up just ten minutes away from each TopShop store, shoppers can instantly visit the nearest shop and receive their desired products immediately. In fact, TopShop experienced a <\/span><a href=\"https:\/\/www.shopify.com\/enterprise\/10-examples-of-outstanding-omnichannel-brands\"><span style=\"font-weight: 400;\">75%<\/span><\/a><span style=\"font-weight: 400;\"> boost in sales with this #LFW campaign alone.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Start your omnichannel strategy today<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">There\u2019s no doubt that omnichannel customer experience is the future for all businesses. From sales, to marketing, to <\/span><a href=\"\/gb\/en\/blog\/collaboration-tools-for-customer-service-teams\/\"><span style=\"font-weight: 400;\">customer support departments<\/span><\/a><span style=\"font-weight: 400;\">, omnichannel integrating will only deliver its utmost performance when you align your business goals with the help of technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you haven\u2019t started with omnichannel customer experience, the above examples may give you some directions on where to start. If you\u2019re already implementing omnichannel services, you can always look for improvements. Remember: it\u2019s not just about being available on multiple platforms. It\u2019s about integrating those platforms, and building one seamless, easy-to-use brand experience.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer behaviour has changed dramatically in recent years. According to Forbes, consumers are becoming more demanding in various aspects, including product transparency, seamless online experiences, personalized content, and more. In &hellip; <a href=\"\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;7 omnichannel customer service examples to learn from&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":20618,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 omnichannel customer service examples to learn from | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"ustomer behaviour has changed dramatically in recent years. According to Forbes, consumers are becoming more demanding in various aspects, including p\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"7 omnichannel customer service examples to learn from | RingCentral UK Blog","description":"ustomer behaviour has changed dramatically in recent years. According to Forbes, consumers are becoming more demanding in various aspects, including p","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"10 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":":\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/#article","isPartOf":{"@id":"\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/"},"author":{"name":"RingCentral Team","@id":"\/gb\/en\/blog\/#\/schema\/person\/cc4f043d2b478862a8622c28b0ebd08c"},"headline":"7 omnichannel customer service examples to learn from","datePublished":"2021-07-15T10:41:40+00:00","dateModified":"2023-01-16T12:30:03+00:00","mainEntityOfPage":{"@id":"\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/"},"wordCount":1850,"commentCount":0,"publisher":{"@id":"\/gb\/en\/blog\/#organization"},"articleSection":["UC - Collaboration"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":[":\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/#respond"]}]},{"@type":"WebPage","@id":"\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/","url":":\/gb\/en\/blog\/7-omnichannel-customer-service-examples-to-learn-from\/","name":"7 omnichannel customer service examples to learn from | RingCentral UK Blog","isPartOf":{"@id":"\/gb\/en\/blog\/#website"},"datePublished":"2021-07-15T10:41:40+00:00","dateModified":"2023-01-16T12:30:03+00:00","description":"ustomer behaviour has changed dramatically in recent years. 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