Is your retail business ready for the omnichannel era? ServiceNow CSM can help!

Nowadays, retailers no longer sell products alone; they create experiences that foster customer loyalty and engagement. With the competition growing every day, it's all about the level of the service you offer.

To exceed rising customer expectations and outperform competitors, retailers must adopt an omnichannel approach. This means providing a consistent experience regardless of how customers interact with your brand.

That's where ServiceNow CSM comes in handy. In just one platform you can manage customer interactions, data, and processes across all channels. That 360-degree view of your customers is exactly what you need to deliver a personalised customer experience and exceptional service at every touchpoint.

Key benefits of using ServiceNow for omnichannel retail service

• Unified customer journey - As mentioned earlier, ServiceNow provides you with a single platform for managing customer interactions across all channels, ensuring a consistent and seamless experience for all customers.
• Personalised CX & improved customer satisfaction - ServiceNow gives you valuable data from every customer touchpoint, which allows you to personalise the customer experience and deliver relevant offers and recommendations. That can significantly boost your customer's satisfaction and loyalty.
• Increased sales & revenue - Personalised customer experience can very often lead to increased sales and revenue by encouraging customers to make more purchases and spend more money.
• Improved customer retention - By providing a positive customer experience, ServiceNow CSM can help you reduce customer churn and improve customer retention.

Why personalisation in retail is key

In today's crowded marketplace, personalisation sets you apart.

Customers expect you to recognise them as individuals, anticipating their needs and preferences. Instead of simply addressing them as “Dear Customer,” imagine greeting them by name, recommending products they’ll actually love, and offering support before they even know they need it. This is the power of personalisation, and ServiceNow CSM makes it possible.

You can automate personalised interactions, triggering actions based on customer behaviour. This might include sending tailored product recommendations, offering timely support for potential issues, or suggesting relevant promotions. By empowering your employees with the right tools and information, you ensure that every interaction, whether it’s in-store, online, or over the phone, feels personalised and relevant.

Ready to transform your retail business with personalised omnichannel experiences? Download our free ebook to learn how ServiceNow CSM can help!