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Insights for the Food and Grocery Industry

Lidl is experimenting customer service with WhatsApp

As a fast growing grocery retailer, designing an easy-to-use customer experience across touchpoints is at the heart of Lidl’s business model. Lidl is now rolling out customer service via WhatsApp to seamlessly connect physical stores with digital channels. Through the chat app, consumers can get instant support for everyday questions from humans. This option is particularly suitable for on-the-go shoppers who need instant service.

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