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Makro Intelligent Assistant
Case Study

How an Intelligent Assistant solved one of SA’s most relatable customer experience problems

Hands up if you’ve ever gone into a Makro store without that all-important Makro card. Good news – you’ll never have to scramble in your pockets or purses ever again, thanks to one of many features of their Intelligent Assistant.
Award winning work
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Challenge
Makro needed a way to connect with their customers instantly, giving them enough info to make the most of their shopping experience.
Solution
A Makro Intelligent Assistant that tracks orders, shows catalogues, finds stores, answers FAQ’s – and yes, it does a digital store card too.

Simply scalable

Backed by Helm Chat™, Makro’s Intelligent Assistant can find products and stores, display catalogues and much more. Naturally, we’ve left the store door open for more features in the future – scalability is something that’s always been important to us.

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"

This bold step towards the future of customer service ensures customers have the best experience on their own terms. The addition and implementation of exciting features in WhatsApp aligns with Makro’s mission to help our customers fulfill their aspirations of living better lives, running better businesses, and saving time and money."

Lazo Karapanagiotidis

Makro Head of Digital Innovation

The features

Time 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.

The future

Our engineers put together a bot that fits the Makro brand like a second skin. It's infinitely customisable, extendable, and could live forever.

Customer first 

In the spirit of user-first service design, our engineering and UX experts customised a user journey that makes every customer feel like royalty.

Speaking simply

There’s no need for jargon or fancy phrases – it’s all about understandable content that’s straightforward for all South Africans.

The features

Time 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.

The future

Our engineers put together a bot that fits the Makro brand like a second skin. It's infinitely customisable, extendable, and could live forever.

Customer first 

In the spirit of user-first service design, our engineering and UX experts customised a user journey that makes every customer feel like royalty.

Speaking simply

There’s no need for jargon or fancy phrases – it’s all about understandable content that’s straightforward for all South Africans.

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Result

The numbers behind Makro's Intelligent Assistant

11.2 K

Unique users in a single month

14

Average number of messages per user