Why the Kustomer experience matters to Abercrombie & Fitch Co

For more than 125 years, our brands have shared a commitment to offering products of enduring quality and exceptional comfort, allowing our customers worldwide to express their own individuality and style. Since our founding in 1892, we have always been known for creating unique store experiences – but the rise of omnichannel retail requires meeting our customers wherever, whenever, and however they choose to engage with our brands. Increasingly, even when the customer journey finishes in a physical store, their journey often starts online.

The digital age has forever changed the retail industry and ultimately, customers’ expectations of it. Simply put, customer service has never been more important, which is why we put our customers at the center of everything we do across all our brands – Abercrombie & Fitch, abercrombie kids, Hollister Co. and Gilly Hicks by Hollister. As technology has evolved, and the shopping experience has changed to adapt to and anticipate customers’ changing preferences, we saw an opportunity to update our customer service capabilities to meet our customers’ growing needs. We were in search of a new customer service system that would deliver enhanced value for both our agents and our customers.

3 reasons Abercrombie & Fitch Co. chose Kustomer

Partnering with Kustomer helps ensure our current needs are met and gives us confidence that we are positioned to meet our customer service goals now and in the future, as their needs continue to evolve. Here are three key ways Kustomer delivers on our requirements for a new solution:

Personalized interactions

We wanted to align customer service tactics with our organizational mission of putting the customer at the center of everything we do, as well as implement more personalized experiences that would resonate with our customers.

Kustomer allows us to view each customer holistically across channels and time, giving our agents not only the supporting information they need, but also organizing order history and pertinent customer data in a single location. Additionally, we will soon be able to see the entire customer journey, from what they’ve bought, to the offers they’ve received and other products they’ve viewed. This will allow us to anticipate and adapt to a wide range of customer needs in a highly individualized manner.

Improved agent and reporting service

The comprehensive view Kustomer provides also helps simplify and streamline the agent experience. Agents can review necessary information and take appropriate action to resolve issues from a single screen. Most importantly, the entire agent experience is highly intuitive; the quick training process allows our agents to easily get up to speed, and they are able to comfortably utilize Kustomer to its full potential.

As a result, our agents enjoy using the system, and accessing dashboards and metrics to provide management insight into our performance is easier than ever.

A flexible, adaptable platform that keeps pace with customer needs

We needed a solution to streamline and automate time-consuming workflows and business processes to help our agents do what they do best — deliver great customer service experiences.

Kustomer helps to effortlessly manage our customer needs in real time. Operational and routing changes are now more user-friendly and can be easily made in seconds using Kustomer’s queues and routing features. More importantly, Kustomer’s experience in the digital customer service landscape assures us we can continue to improve the customer experience, and that Kustomer will evolve with our business.

Becoming a customer service fixture amongst fads

The digital age has forever changed customer expectations. By unifying the customer experience, helping us streamline how we operate, and providing a platform for future innovation, our partnership with Kustomer has helped us implement and personalize our company’s commitment to quality into each and every customer interaction.

 

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