How Walmart Achieved Enterprise Transformation Through Digital Experience Innovation
WalmartLivePerson · WhatsApp
Working with implementation partner Nativa on LivePerson's technology, Walmart customized and integrated conversational technology into its WhatsApp channel, including a FAQ-Transactional Bot to streamline searches, inquiries and purchases. The solution delivered a 60% increase in productivity and a 10 percentage point improvement in CSAT/NPS, along with operational savings through automated customer service processes.
Overview
Working with implementation partner Nativa on LivePerson's technology, Walmart customized and integrated conversational technology into its WhatsApp channel, including a FAQ-Transactional Bot to streamline searches, inquiries and purchases. The solution delivered a 60% increase in productivity and a 10 percentage point improvement in CSAT/NPS, along with operational savings through automated customer service processes.
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Inspect the highlighted sourceThe challenge
As a large corporation, Walmart faced the challenge of quickly understanding customer behavior and adapting to evolving expectations while remaining true to its core identity, in a market where digitalization of life is rapid and more than a third of the population shops online.
The solution
Through a strategic partnership leveraging LivePerson's technology, implementation partner Nativa designed and implemented a comprehensive transformation of Walmart's core business processes and customer experience. Nativa's first initiative focused on improving the user experience by customizing and integrating conversational technology into Walmart's WhatsApp channel, including a FAQ-Transactional Bot aligned to Walmart's actual customer flows to streamline searches, inquiries and purchases.
Reported business value
The solution delivered a 60% increase in productivity, a +10 percentage point improvement in CSAT/NPS, and significant operational savings through automated customer service processes.
Sources
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