Lidl has announced it is using WhatsApp to expand on its CX delivery.
The app is being used by customers to make contact with the supermarket giant when they have any questions or queries. It allows them to reach out to their local stores when they have questions. During the first Covid lockdown this feature had been in place with shoppers able to check in with the business using WhatsApp.
But recently it has been used on a more one-to-one basis been customer service agents and consumers. Customers use the app to when they are “looking for instantaneous support for everyday questions” and can expect an answer within half an hour.
Additional service channels such as phone and email will remain available, but this new option has been put in place with the aim of being more convenient and seamless for “on-the-go shoppers” in particular. Eoin Comerford, Head of Customer Service for Lidl Ireland and Northern Ireland, said:
“Designing a fast, easy and satisfying customer experience is at the heart of our business model, and we are delighted that we can now continue this momentum in an innovative and seamless way from our physical stores to our digital presence”
