As we mentioned in our previous blog, the increase in online sales has created an increase in the need for customer support. While several businesses have been able to deliver a great customer experience, despite the changes and challenges they have had, there are some businesses that stand out because of the comprehensive customer experience and support they provide consumers online and in person. Below, we discuss three of them.

Hello Fresh

With consumers eating more at home, online meal kit delivery services have continued to expand. Meal kit services were introduced in 2012 and by the end of 2022, they are expected to exceed $13 billion in sales according to Statista. As you can imagine, delivering fresh food to one’s doorstep can have its challenges especially when you add in food recalls which are out of their control. However, Hello Fresh has continued to maintain customer satisfaction. They have also created a user-friendly interface to help customers with their questions, as you can see below.

Shoppers can help themselves with anything from updating their profile and deliveries to exploring recipes and COVID-19 updates. If shoppers are unable to find an answer in the FAQ, Hello Fresh makes it easy to:

1. Chat
2. Call
3. Report an ingredient or recipe error
4. Give feedback about their experience on their website

Once a shopper determines their support preference, they will find fast and friendly customer support that addresses any need they may have.

Costco

To this very day, you can drive by any Costco across the country and find a parking lot packed with shoppers. Whether you are an online shopper or an in-person shopper, Costco has some of the most loyal customers. Ask any Costco shopper why they love Costco over other brands, like Sam’s Club, and they’ll most likely mention that it’s their return policy or quality of products. Costco has a rather lenient return policy which is advertised as a “risk-free and 100% satisfaction guarantee”. For starters, you can cancel your membership at any time and get a full refund. Wow! That’s pretty incredible and above and beyond their generous return policy. Speaking of merchandise return policies, Costco’s no questions asked, receipt-free, and overly generous timeframe for returns is a perk appreciated by all Costco shoppers. You can return an item anywhere, no matter if you bought it, online or in-store – regardless of the store location. Even if you’ve worn something and it’s been 3 months since you bought it, they typically provide a full refund. There are some limitations like with diamonds, electronics, tobacco, and alcohol but that’s a small piece of their product pie!

Costco also partners with suppliers that have quality products and services, allowing for peace of mind and cost-beneficial purchases for members. Lastly, no matter what your concern, they make the support process easy therefore elevating their customer experience! Below, you’ll see how they make access to support front and center on their website. 

If you can’t find an answer online, they give quick and easy access to chat and phone support.

Sunglass Hut

Although Sunglass Hut has over 1900 locations in 7 countries, they fly under the radar with their customer support. Sunglass Hut provides an exceptional customer experience and here are some of the perks customers love:

1. Easy returns. If a customer doesn’t like their sunglasses, they can return their shades within 30 days, no questions asked.
2. Custom cleaning. Customers can stop into any store at any time and get their glasses cleaned professionally.
3. Custom fitting. Customers who purchase a pair of sunglasses get a custom fitting with their purchase so they look and feel the best!
4. In-store pickup. Customers can order online and pick up in-store to make sure they get a custom cleaning and custom fitting.
5. Quality assurance. If customers don’t like the quality, they have the ability to trade in their shades for up to 2 years.
6. Replacement coverage. Customers who are a part of their Sun Perks program can get 50% off a new pair if they damage their glasses within 1 year. Damage that is not the fault of a customer gets them a replacement at no cost.

You read that right! I have a friend who had the nose cushion fall off his glasses and he took them in to get repaired. Sunglass Hut replaced his glasses 100% free and then made sure that the new case they were coming in would meet his standards since it wasn’t the same as the original case he got when making the initial purchase. Once the new glasses came in, they fit them to his face and cleaned them, plus gave him 50% off another pair.

Customer Experience is Paramount

No matter what kind of product or service you offer, giving customers and prospective customers the answers to their questions in an efficient and friendly manner is paramount. When a customer feels heard and cared about, they become a loyal brand advocate that’s a customer for life! Therefore, it’s important to make sure that your team has the right training to provide the best support no matter what the customer needs.