WhatsApp chatbot helps customers find the perfect time to shop

Lidl has launched an online chatbot which informs customers of the quietest time to shop, through WhatsApp

Spotted: Amidst the COVID-19 crisis, a normal trip to the supermarket has become increasingly difficult, with long queues outdoors and social distancing lines now part of the “norm.” In an attempt to provide a solution for the snaking queues, supermarket chain Lidl has launched a WhatsApp chatbot in Ireland, with which customers can converse, and find the quietest times at their local stores.

Customers simply have to send the chatbot a message on WhatsApp stating the time and day they intend to visit the store. Using real-time data and customer transaction numbers, the chatbot will respond with an automated message notifying the sender if the particular day and time is usually a quiet, average or busy time to shop. The chatbot can also give information on store opening hours. Lidl analysed its shopper behaviour over a couple of weeks to find the quietest times to shop, but warn that the stores will vary slightly.

The chatbot was designed and launched in-house, using customised software created by Lidl. Customers can now access it by visiting Lidl.ie/Quiet on a mobile device.   

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