ASDA
In July 2009 we launched Ask ASDA, a virtual assistant that saves them £276,000 a year by reducing in-bound calls to their call centres.
For ASDA we built a VA to provide a 24/7 customer service solution, dealing with inquiries directly on site and so reducing website drop off rates and the need for the customer to deal directly with the call centre.
Ask ASDA fields 20,000 conversations a month, 23% of which would have previously resulted in a call being made to the call centre.
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The reason for the Virtual Assistant was to replicate the warm and friendly service of our colleagues in store, to our customers online. KMP Digitata achieve this perfectly with Amy.
Jackie Hill, Head of Marketing Communications at Asda
