INDIA. GMR Hospitality and Retail has launched a new ‘virtual assistant’ service as part of an omnichannel strategy 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.
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. This service adopted by HDF is part of our omnichannel strategy and offers a world class duty free shopping experience and customer service.”
