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ASDA

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.

The Challenge

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

 

To find out more about our solution and the results, please complete the form below.

 

 

 

 

"The reason for the Virtual Assistant was to replicate the warm and friendly service of our colleagues in store to our customers online. Also, it was particularly aimed at new customers, who may find the first shop a little daunting, and we wanted to ensure that there was someone on hand to help them through the process."

Jackie Hill, Head of Marketing Communications at ASDA

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