Lidl is launching a WhatsApp Customer Care messaging service offering rapid support for day-to-day queries “for on-the-go shoppers”.
Lidl launched the service, which will enable customers to chat in real-time with Lidl support staff, earlier this week for its customers in Ireland.
While no plans have yet been announced to roll this service out across the UK, its worth noting that its popular Lidl Plus app was first piloted in Ireland before being introduced to England, Scotland and Wales, and the discounter is expected to be following a similar model here.
“The launch of our of WhatsApp messaging service is another addition to our suite of digital customer touchpoints that allow us connect, build and maintain strong relationships with our loyal shoppers,” Lidl Ireland and Northern Ireland’s head of customer service Eoin Comerford said.
“Designing a fast, convenient and satisfying customer experience is at the core of our business model and we’re delighted to now continue this momentum from our bricks and mortar stores through to our digital presence in an innovative and seamless way.”
In May 2020, Lidl launched an online chatbot via WhatsApp so customers could avoid queues and find the quietest time to shop.
Customers can send a message to Lidl through the Facebook-owned messaging app informing the chatbot of the day and time they intend to visit.
The chatbot will then inform them if this is generally a quiet, average or busy time to visit.
This was not Lidl’s first chatbot, having launched its “virtual sommelier” chatbot through Facebook messenger in 2018.
Dubbed “Margot”, the artificially intelligent chatbot is said to “perform the role of shopper’s virtual wine consultant”.