Brand experience doesn't stop at the store

Rituals is known for an in-store experience centred around attention, calm and personal advice. Customers are helped by employees who listen, advise and help them discover products based on their personal preferences. That experience is an important part of the brand.

The challenge was to bring that same experience to digital channels. Not just through traditional customer service, but across channels such as WhatsApp, Messenger and email. At the same time, Rituals wanted to make better use of these conversations by seamlessly connecting service, advice and purchasing. This required a partner capable of bringing technology, brand experience and human interaction together.

Together with Rituals, RIFF developed a social commerce approach in which digital service feels like a personal conversation in-store.

• Service and purchasing in one conversation
  Together with Salesforce, RIFF implemented a solution that enables advisors not only to help customers with questions, but also to recommend products, place orders and complete payments within the same conversation.

• The Rituals tone of voice, online too
  Het dedicated RIFF-team werd intensief getraind in de merkfilosofie en tone-of-voice van Rituals. Geen scripts, maar oprechte gesprekken waarin aandacht, rust en persoonlijk advies centraal staan.

• One customer view across all channels
  Service via WhatsApp, Messenger and email was brought together in one central environment. This gives advisors the right context at all times and creates a consistent customer experience across every digital interaction.

With this partnership, Rituals demonstrated that a premium in-store experience can also be successfully translated into the digital world.

Digital service evolved into much more than answering customer questions. Advisors personally guide customers in their choices, provide relevant product recommendations and enable them to complete a purchase directly within the same conversation. This creates a natural combination of hospitality, service and commerce.

The integrated approach results in higher customer satisfaction, more positive online interactions and a digital customer journey that feels just as personal as a visit to a Rituals store.