200 years of tradition
Extraordinary Cheese Plates Begin With Extraordinary Cheese
Walmart Helps Associates Succeed at Work While Elevating Customer Service and Safety

Walmart Helps Associates Succeed at Work While Elevating Customer Service and Safety


BENTONVILLE, AR
Thursday, July 30th, 2020

Touchless tech has spread its way from voice-activated remote controls and verbal smart phone searches to the shopping aisles of big-box behemoth Walmart. “Ask Sam” might soon be a new tagline as the company introduces a nationwide launch.

Developed in 2019 and rolled out across Walmart’s Sam’s Club banner, Ask Sam—a voice-activated search app—is now being made available to 5,000 Walmart stores all over the U.S.

Meng Chee, Executive Vice President and Chief Product Officer, Walmart“We are constantly engaging associates for feedback—in fact, it’s where some of our best ideas and innovations have come from,” Meng Chee, EVP and Chief Product Officer, wrote in a blog post. “Maintaining a customer-centric mindset and willingness to experiment will allow us to continuously improve and innovate the products, services, and solutions we offer associates, and in turn, the value we provide for customers.”

It is easy to see how the app offered the ability to tackle issues affecting employees, and now it has been upgraded to do so. Emergency management and procedures around COVID-19 are just some areas the team at Walmart were able to implement with the pilot.

Developed in 2019 and rolled out across Walmart’s Sam’s Club banner, Ask Sam is now being made available to 5,000 Walmart stores nationwide

“The team conducts a manual review of the questions asked, looking for patterns and trends—such as recurring questions or top-searched items—to continuously update the app and adjust operations in the store,” Chee said.

Some of the new alerts included in the update include:

  • Stay inside the facility alert: used when an emergency is near the associate’s store, and advises associates to use lockdown procedures, moving associates and customers to a secure area
  • Exit facility alert: used when there is an emergency in an associate’s store, and instructs associates to implement evacuation procedures, getting associates and customers out of harm’s way
  • All clear: used when an associate’s store is safe and ready for normal operation and informs associates that they can resume activities in the store and report to shifts as normal

While it is not yet known if Walmart shoppers will soon be able to Ask Sam, it seems a logical next step in the new era of contact-free shopping. One thing is for sure, you will know as soon as we do.

Walmart
Topics: