Lidl Ireland becomes first nationwide supermarket to launch WhatsApp Customer Care service

Retailer says its latest customer communications innovation will save shoppers time and money



16 February 2021 | 0

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Lidl Ireland has become the first nationwide supermarket to launch a WhatsApp Customer Care messaging service to shoppers.

In operation since 9 February, Lidl is now positioning its WhatsApp channel to cater to customers looking for quick, snappy support for day-to-day queries who can expect a response in less than 30 minutes. The retailer’s regular customer channels, via phone and email, will remain in place for longer enquiries.

Lidl dipped its toe in the WhatsApp water in May 2020 with the temporary roll out of the Quiet Times Chatbot which allowed customers to check the quietest time to shop in stores, as one of its many measures to facilitate social distancing during the pandemic. This popular service will now move over to Lidl’s main WhatsApp profile and shoppers can get in touch with the Live Chat and Messaging service on 00353 1421 2300.

This announcement follows the success of the launch of the retailer’s digital rewards app, Lidl Plus, last summer that has seen Lidl offer an average of more than €7 million in savings per week to its Irish shoppers.

“The launch of our of WhatsApp messaging service is another addition to our suite of digital customer touchpoints that allow us connect, build and maintain strong relationships with our loyal shoppers,” saidEoin Comerford, head of customer service for Lidl Ireland and Northern Ireland.

“Designing a fast, convenient and satisfying customer experience is at the core of our business model and we’re delighted to now continue this momentum from our bricks and mortar stores through to our digital presence in an innovative and seamless way,” Comerford added.


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