Cos Bar to Provide Personalized Omnichannel Service
Cos Bar customers can now communicate with beauty specialists in a multitude of ways, as well as request a virtual or in-store appointments.
Cos Bar’s focus on omnichannel sales, high-end service and curated boutiques have positioned them as a destination for beauty products since 1976. Now the beauty retailer is empowering their beauty specialists to personalize customer experiences in-store and online with Salesfloor’s clienteling platform. The partnership allows Cos Bar to deliver expert beauty advice across all channels including online. The retailer has launched the platform in all their stores across North America.
“One of the key differentiators for Cos Bar is the level of service we provide our customers, and it has been an important factor in our growth,” said Oliver Garfield, CEO at Cos Bar. “Our partnership with Salesfloor extends the personalized experience of our beauty experts to digital channels and allows our beauty specialists to build and nurture one-to-one relationships with their customers.”
Cos Bar customers can now communicate with beauty specialists via live chat, video, text messaging, and e-mail. Online customers have real-time access to a local associate by simply visiting www.cosbar.com. There, they can ask questions or receive a beauty consultation from a beauty specialist in a local store using their preferred digital communication channel and receive a reply instantly. This personalized service usually only experienced in store gives customers the reassurance to make informed beauty product purchases online.
Beauty specialists at Cos Bar can now serve and sell to online customers by sending them purchasable product images or links across digital communication channels, including social media, and receive credit for online sales.
“This partnership enables us to provide our customers with a seamless experience across channels while allowing customers to access a beauty specialist for personalized service at any time,” said Christina Estrada, VP of Operations at Cos Bar. “This is a win-win situation for us and our customers, especially during a pandemic year. We see Salesfloor as a great way to align with customers’ new way of shopping.”
Online customers are also able to request a virtual or in-store appointment, and beauty specialists can create and manage both appointments and events for their customers, which they tailor to their needs. The retailer has launched Salesfloor Storefronts as well, which enables customers to shop online with their beauty specialist on a personalized webpage that highlights the specialist’s favorite styles and recommendations.