Positive Disruptors

Deepening virtual engagement at Hyderabad Duty Free

A new chat-bot service from Hyderabad Duty Free uses the power of WhatsApp and will build stronger relationships with customers, says the retailer.

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“This service is part of our omnichannel strategy and offers a world-class duty free shopping experience and customer service.”

So says GMR Hospitality and Retail about a new ‘virtual assistant’ service for its Hyderabad Duty Free (HDF) stores at Rajiv Gandhi International Airport.

The chat-bot service is delivered through the global messaging app, WhatsApp. It enables both departing and arriving international passengers to get frequently asked queries answered regarding subjects such as HDF locations, its products and store safety in quick time.

Promotional communication for the new WhatsApp service at Hyderabad Duty Free

The service also includes a function whereby customers can ask for a call back from store customer executives if further assistance is required.

GMR describes the WhatsApp Virtual Assistant Chat-bot service as a “very convenient medium for customer engagement, helping build stronger relationships with customers”.

GMR Hyderabad International Airport Limited CEO Pradeep Panicker said: “Hyderabad Duty Free is synonymous with delightful shopping experience and fabulous deals, exciting promotions and best prices for international passengers.

“During this pandemic, HDF has gone the extra mile to resolve passenger queries and demands through its virtual WhatsApp chat-bot in real time.”

The introduction of the new tech solution comes as the airport welcomes a steady rise in traveller footfall, and as those travellers expect touchless services, including the ability to browse and buy duty free online. HDF says that this initiative can help turn curious travellers into shoppers, and help turn around the struggling retail business as international travel returns.

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The Moodie Davitt eZine Issue 288 | 8 December 2020

The Moodie Davitt eZine is published 15 times per year by The Moodie Davitt Report (Moodie International Ltd). © All material is copyright and cannot be reproduced without the permission of the Publisher. To find out more visit www.moodiedavittreport.com and to subscribe, please e-mail sinead@moodiedavittreport.com

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