KappAhl boosts customer service, plans personal shopping add-on

By

Sandra Halliday

Published
Mar 20, 2018

Swedish fashion retailer KappAhl has launched a new central customer service hub for all sales channels and markets, designed to help improve the shopping experience for customers.

“Nowadays, our customer wants to be able to shop faster and more efficiently. By making employees available wherever and whenever the customer chooses, we are helping with that,” said Charlotte Katz, Head of Digital & Unified Retail at the business.

The company said the new department, Customer Experience Support, will become its customer contact hub, available by phone, live chat, e-mail, Facebook, Messenger and Instagram in all of the chain’s markets.

KappAhl is a major fashion chain in the Nordic region via its 370 eponymous locations and its Newbie stores and also operates in Poland and the UK.

Kristin Bohman, Head of Customer Experience Support, said the company is investing in employees “who are able to see the bigger picture with regard to customer interactions and the service we can offer. They can inspire and guide the customer through our assortment and trends, and offer assistance with everything from stock status and returns rules to bonus points and different delivery options.”

The service is active from 08:00 to 22:00 seven days a week in Sweden and Norway, although initially, opening hours for Finland and Poland will be shorter.

Customer Experience Support will also soon be offering a personal shopping service, the company said.