Omnichannel retail service: Meeting customer expectations with ServiceNow

Today’s consumers are omnichannel shoppers. They seamlessly move between online and offline channels, browsing products on their phones, comparing prices on their laptops, and making purchases in-store. They expect a consistent and integrated experience across all touchpoints, and retailers need to adapt to meet these evolving expectations. This is where ServiceNow comes in, acting as the bridge that connects these disparate channels and creates a unified customer journey.

The challenge of omnichannel retail

Traditional retail models often struggle to keep up with the fluidity of the modern shopper. Imagine a customer browsing online, adding items to their cart, then heading to a physical store to try those items on. Without a unified system, the store associate might have no idea what the customer has already shown interest in. This disconnect can lead to inconsistent service, frustrating experiences, and missed opportunities. Customers may receive different levels of service depending on how they interact with your brand, having to repeat information or start over when switching between channels.

ServiceNow: Unifying the customer journey

ServiceNow provides the solution by offering a powerful platform for delivering seamless omnichannel retail experiences. It breaks down the silos between your website, mobile app, social media, in-store POS systems, and customer service channels, integrating them into a cohesive whole. This allows you to consolidate customer data from all these channels into a single platform, providing a 360-degree view of each customer’s interactions and preferences.

With this unified view, you can ensure that customers receive the same level of personalised service regardless of how they interact with your brand. Imagine a customer who starts a conversation with a chatbot online, then continues that conversation seamlessly with a store associate, who already has access to the chat history and the customer’s preferences. This is the power of ServiceNow.

Examples of omnichannel service with ServiceNow

1. A customer browsing products online can reserve items for in-store pickup, receive personalised recommendations based on their online activity, and get assistance from knowledgeable store associates who have access to their online profile.
2. If a customer contacts customer service through any channel – phone, email, chat, social media – they receive consistent support, and their information is readily available to every agent.
3. Customers can track their orders, receive updates, and manage returns regardless of where they made the purchase, whether it was online, in-store, or via a mobile app.
4. Marketing becomes truly personalised, with customers receiving targeted promotions and offers based on their interactions across all channels, ensuring relevant and timely communication.

Benefits of omnichannel retail

By embracing an omnichannel approach with ServiceNow, retailers can enhance customer satisfaction, increase customer loyalty, drive sales and revenue, and improve operational efficiency. It’s about creating a seamless and enjoyable experience for the customer, no matter how they choose to interact with your brand.

Conclusion

In today’s retail landscape, omnichannel service is essential for meeting customer expectations and driving business success. ServiceNow provides the platform and tools retailers need to create seamless, personalised, and efficient omnichannel experiences that foster customer loyalty and boost revenue.

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Ready to transform your retail business with omnichannel service?

Contact Devoteam today to learn more about how we can help you implement and optimise ServiceNow for a unified and personalised customer journey.