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11/30/2020

Fashion retailer Rainbow brightens omnichannel customer service

Dan Berthiaume
Senior Editor, Technology
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Rainbow Shops is bursting through the gloom of siloed data to provide customer service agents with crucial information needed to resolve issues.

The Brooklyn, N.Y.-based specialty fashion chain, which operates over 1,000 stores in the U.S., Puerto Rico and the U.S. Virgin Islands, is deploying the Kustomer omnichannel customer service CRM platform (editor's note: Facebook purchased Kustomer for an estimated $1 billion on Nov. 30, 2020). Weeks before the start of the 2020 holiday shopping season, Rainbow implemented and integrated Kustomer technology in an effort to provide customer service agents with real-time request resolutions, an integrated view of the customer, operational efficiencies, and a more seamless customer experience across channels.

Rainbow Shops services its e-commerce channel and more than 1,000 stores with a staff of 20 agents. Before deploying Kustomer, Rainbow customer service agents were reporting difficulties obtaining access to siloed information about the customer, their order history, order status, refunds, and other issues. 

Within three weeks of the project kickoff meeting, Rainbow had the Kustomer platform operational, seeing a 60% reduction in abandon rate and a boost in agent and customer satisfaction. Rainbow also found it was able to tightly integrate Kustomer with its existing technology ecosystem, which the retailer helped simplify and streamline its customer service systems. 

Rainbow Shops plans to add more Kustomer solutions in January 2021, including Kustomer IQ chat, SMS chat, and AI-guided self-service.

“As a leader in customer service and e-commerce for more than 15 years, I have an acute understanding of what it takes to deliver the stellar, modern customer service experience today's consumers are seeking, and having the right tools and technology plays an essential role in this,” said Michael Hoffman, director of e-commerce & customer service, Rainbow Shops. “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. 

“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,” Hoffman continued. “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."