ASDA is a British supermarket chain that was bought by Wal-Mart (World’s largest retailer) in 1999. There are hundreds of thousands of ASDA customers shopping at 243 ASDA supermarkets around the UK. In early 2009 ASDA began the migration of its online shopping service to a new platform and were looking for a solution to make the transition as easy as possible for their customers.
ASDA required a web self-service solution that would perform the following:
- Help returning customers understand the new elements of the new platform
- Help with the actual shopping process
- Ensure that any complaints ranging from placing orders, delivery, missing items and product quality would be fielded appropriately
- Decrease the number of emails and phone calls going through to the call centres
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