A trolley full of featuresWe all know what it's like playing dodgem-trolleys for a cut-price PlayStation. So when Makro asked us to help make life even better for their customers, we jumped at the chance to give them a super-smart WhatsApp assistant. Retail giant Makro has been around forever. It has 22 South African stores to go with its bustling online operation, and more products than any of us can count without the help of technology. With such a loyal customer base – most of whom have forgotten their Makro card at home at least once – it’s understandable that they spare no expense when it comes to keeping those customers happy. To take the next step in their digital evolution, Makro was looking for a way to connect with their customers instantly, giving them the information they needed to make the most of their shopping experience. With everyone and their aunts on WhatsApp these days, our team put their heads together to come up with an Intelligent Assistant on SA’s most used app. Backed by our AI-powered conversational platform Feersum Engine, Makro’s Intelligent Assistant tracks orders, shows catalogues, finds stores, answers FAQ’s and yes, it does digital store cards. And naturally – as is Praekelt tradition – we’ve left the store door open for a whole lot of future features. Fast featuresTime was not on our side, so we doubled our efforts to analyse the problem, find the solution and release the first set of features within two weeks. Starting something specialOur engineers put together a bot that fits the Makro brand like a second skin. It's Infinitely customisable, extendable, and could live forever. Customer firstIn the spirit of user-first service design, our engineering and UX experts customised a user journey that makes every customer feel like royalty. Speaking simplyThere’s no need for jargon or fancy phrases – it’s all about understandable content that’s straightforward for all South Africans. A handheld retail shopping experience.
– Lazo Karapanagiotidis, Makro Head of Digital Innovation 11 234Unique usersin a single month 14Averagenumber of messages received from each user.
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