Committed to driving excellence in customer experience, international retailer Lulu Hypermarket has launched Salem, a new AI-powered customer service assistant available on WhatsApp. Available for customers in the UAE, Kingdom of Saudi Arabia, Qatar, Bahrain, Oman, Kuwait, Malaysia, and Indonesia, the service is powered by Yellow.ai, a leading enterprise-grade Conversational AI platform.
Customers can now receive in-app purchase receipts, quickly track the delivery of their online orders, message for purchase-related customer support, and for those in the UAE, order products for in-store collection - all through messaging on WhatsApp.
Lulu Hypermarket has also become one of the first retailers in the Middle East to introduce a loyalty programme via WhatsApp, through which customers can sign up for personalized offers based on their purchase history. Since July 2022, Salem has delivered over 300+ personalized offers on WhatsApp, recording a 40% percent increase in opt-ins through them.
With deep backend integration with the retailer’s CRM and Order Management system, Salem is capable of efficiently engaging with customers across the stages of their purchase journey, and has markedly improved customer satisfaction by up to 60%, as recorded by the Yellow.ai platform.
V. NandaKumar, Director of Marketing and Communications at Lulu group, said, “Salem chatbot has considerably reduced the workload on Lulu Hypermarket’s customer support agents, allowing them to concentrate on more crucial tasks. Within 4 weeks of going live, it has successfully handled queries from over 3M unique users and will continue to scale up in the coming months. At the same time, it is capable of smoothly switching customer conversations to live agent support in the case of complex issues.”
Rashid Khan, Chief Product Officer and Co-founder, Yellow.ai, said, “Conversational AI- powered solutions on messaging channels such as WhatsApp are quickly and effectively redefining retail digital commerce. We are excited to work alongside a legacy brand like Lulu Hypermarket towards delivering delightful customer experiences, boosting sales, and contributing to their overall digital transformation journey.”
Nicolas Farin, Head of Client Sales EMEA, Business Messaging at Meta says, “We continue to see a growing demand from customers, particularly in the Middle East, to connect with a business in the same way they chat with their friends and family - through quick, easy and secure messaging. We hope this partnership will continue to improve customer journeys, offering new and innovative ways to connect on WhatsApp”.
Click here to start a chat with Lulu Hypermarket on WhatsApp today!