Text-Based Chat Best Practices: Lidl’s Customer Service Features

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Lidl’s customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. When a customer asks about store hours, Lidl not only gives hours for the customer’s specified store but also includes its special COVID-19 hours for high-risk and older adult customers. To learn more about the evolving presence of chat in retail, listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.