Next, Rainbow Shops plans to add more workflow automation solutions including chatbots and customer self-service capabilities to help the company scale.
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It’s no surprise that Rainbow would like more channels to connect with more customers. “While deploying a new technology so close to the holiday shopping season was risky, it could not have gone faster or smoother and it’s already paying off in a big way, keeping both our customers and our customer service agents highly satisfied,” said Hoffman.
RAINBOW CLOTHING SOFTWARE
Unlike their prior help desk software which required countless consultants and heavy integration needs, Kustomer provided a unified experience and built-in integrations that streamlined Rainbow’s customer service infrastructure.
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Rainbow also found it easy to tightly integrate Kustomer with its existing technology ecosystem, helping the company simplify its contact center operations. “For years, I’ve been looking for a solution that provides the closest possible 360-degree view of our customers, but I struggled to find the best fit until now,” said Hoffman. That made for a significant boost in both agent and customer satisfaction. They could now serve customers faster than ever before with access to a new unified, timeline-based view of the customer history. The new, more modern Kustomer CRM gave Rainbow agents just what they had been asking for. “Since adopting Kustomer at the end of October, I feel we are well on our way to providing our customers with the real-time, flexible and informed customer service they expect during one of the most critical times for retail success.” “Since adopting Kustomer at the end of October, I feel we are well on our way to providing our customers with the real-time, flexible and informed customer service they expect during one of the most critical times for retail success,” said Michael Hoffman, Director of E-Commerce & Customer Service at Rainbow Shops. Within three weeks of the project kickoff meeting, the Kustomer platform was operational, and the team at Rainbow recorded a 60% reduction in cart abandonment rates. Rainbow’s Director of E-Commerce, Michael Hoffman, knew and trusted the Kustomer team and platform, so there was a level of confidence the project would prevail. Michael Hoffman, Director of E-Commerce & Customer Service, Rainbow ShopsĪs peak holiday shopping season closed in, Rainbow Shops kicked off the migration to Kustomer. “While deploying a new technology so close to the holiday shopping season was risky, it could not have gone faster or smoother and it’s already paying off in a big way, keeping both our customers and our customer service agents highly satisfied.” If all went according to plan, the company would be able to provide customer service agents with an integrated view of the customer, operational efficiencies, and a faster, more seamless customer experience across channels - all in time for the holiday rush. Rainbow decided to modernize their customer service experience by replacing Salesforce Service Cloud with the Kustomer omnichannel customer service CRM. What’s more, the costs of extending their legacy software, Salesforce Service Cloud, were becoming a growing burden. They couldn’t see vital information like the customer profile, their order history, order status, refunds, and other details. These agents, who are the lifeblood of Rainbow customer service, were reporting difficulties obtaining access to customer insights, trapped in siloed data stores and disjointed systems. Rainbow Shops’ customer service centers are an integral part of their business, servicing its e-commerce channel and more than 1,000 stores with a staff of just 20 agents. The company’s e-commerce business was thriving and that meant an increase in customer requests for the staff of 20 customer service agents. Leaders at Rainbow made the call to replace their helpdesk software just weeks before peak holiday shopping season. One of the brands at the forefront is Rainbow Shops, a billion dollar fashion retailer with more than 12,000 employees worldwide.
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In the rush to accommodate the growth in online shopping, top retailers have made bold decisions.