Locate and contact a specialist (category owner) in seconds

Locate and contact a specialist (category owner) in seconds

For an organisation like Countdown, a full-service supermarket chain with 18,000 team members, it used to be time consuming and challenging for store team members to easily discover or know who is the specialist or key contact for a specific category or sub-category (there are N categories at Countdown). Team members had to leave the shop floor and go out of their way to the back office in order to source key contact information and make enquiries back to support centres.

Now, with the Countdown Contact Bot developed by Enablo, store team members can lookup and click-to-call a category owner in seconds via Work Chat. Less time spent away from the shop floor and more time spent delighting customers.

Countdown Bot new

 

Do it in your organisation

  1. Align technical resources (who have experience in working with APIs) either in-house or from a third party such as Enablo.com create a time bound launch plan, and program manage it to launch [Technical documentation on bots here]
  2. Create an exciting communication plan to announce the launch of this bot and a simple how-to video showing how to interact with it
  3. Define SOPCs for each business/department to own and satisfactorily close the interactions coming for their respective areas. Set up a weekly review rhythm to ensure that all interactions are appropriately closed and that incoming ideas are utilised to add value to the organisation. 

“Contact BOT was a simple solution to what was one of our teams number one headaches.”  Dan Chasemore, Internal Communications Manager, Countdown

 

About Countdown 

Countdown is New Zealand’s leading supermarket brand, serving more than 2.5 million customers every week.

They have 184 supermarkets across New Zealand supported by 18,000 team members, and give our customers a choice of more than 20,000 different products in each of its stores. For more information, please refer to their website

 

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