“ASK SAM” –
Imagine landing a gig at a Walmart Supercenter - lively like a city, but you're lost. You don't know who your boss is - and to find where products and people are amidst 180,000 sq ft, within a 3-ring binder in the backroom is painfully slow. Boost sales? Hard without knowing the data - No shocker some feel adrift and opt to jump ship, right?
PROBLEM STATEMENT –
Associate attrition is directly related to an inability to quickly access relevant and accurate information, at the right time and in the right place.
67%
“Who is my mgr?”
21%
“Where do I find critical information?
OUR VISION –
Enable a voice-activated mobile experience to be the “source of truth” that Associates turn to for key information that's presented in the right way at the right time.
VALUE PROPOSITIONS –
Becoming a reliable information hub, enhancing associates' job performance alongside managerial interaction
OKR: Increase NPS 10%
Offering informational tools to boost associate skills and foster a culture of constant learning and adaptability
OKR: Increase adoption 15%
Empowering associates to be information gurus, guiding customers effectively in all situations
OKR: Increase engagement 25%
OUTCOMES –
A sampling of the metrics tracked weekly, along with “unanswered queries.” Having access to what was asked directly influenced roadmaps. In some cases, it enabled HR to intervene to assist with mental health cases.
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TOTAL QUERIES
301,031
+3.3%
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CONVERSATION COUNT
35,439
+19.0%
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AVG USER ENGAGEMENT
5h 18m
+3.4%
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UNANSWERED QUERIES
1,061
+4.0%
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AVG EVENTS PER SESSION