Waitrose is a brand of British supermarket, who started their journey in 1904. They have a Royal Warrant to supply groceries, wine and spirits to King Charles III. They were the first supermarket to sell organic food and have continued to sell groceries to people up and down the country.
Problem
Customers were calling into Waitrose stores to ask questions that could have been resolved online quicker. This meant partners had less time to spend time with the customers who were in-store.
Solution
We worked with Waitrose to find out all the main reason for these calls and scripted specific messaging to make self-service attractive to customers. We worked with Waitrose to run trials in 6 of their stores to see what the results were for each query type.
Outcome
We saved Waitrose 450K+ calls a year with 18% of callers now self-serving! We've saved valuable time for the partners in-store so they could focus on helping customers face-to-face!
