Walmart - Customer Calling
Overview
A customer service experience that empowers store associates to support customers’ real-time needs with confidence right from their phones.
Design Director: Robert Dalton
UX Design: Mike Ellis, Java Khan, Scott Abromovitz (Research), Tracy Baxter (Content)
Product: Anderson Wilkins
Engineering: Sandeep Shekhawat
Business: Jacklyn Moreda
Challenges
Nearly 850,000 customers call Walmart stores each day and 62% of these calls are not answered.
Calls are routed to desktop phones which are often broken or not near by an associate.
Many associates aren’t familiar with desktop phones so they don’t know how to use them.
Results (from 4 store pilot)
62%
Adoption rate
35%
Reduction in missed customer calls
24
Utility patents pending
Concept video
MVP design
Scenario 1
Customer calls a store
Eileen, a Walmart customer, is hosting a Super Bowl party and wants to get information about a new TV she’s interested in.
Outcome:
Real-time customer support
Mechanics:
Targeted routing a specific department
Scenario 2
Associate receives customer call
Jamie, an Electronics Associate, is stocking a return when she is notified of an incoming customer call and helps the customer with her questions.
Outcome:
Personalized customer service
Mechanics:
Seamless workflows in Me@Walmart
Chapter 3
Associate calls a teammate for help
Jamie needs to ask another associate a question to help a customer she is supporting.
