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How did Udesk assist Watsons APP in improving the customer’s online shopping experience?

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Article Summary:The Udesk online customer service system has solved the challenges of high customer inquiry volume and repetitive inquiries for Watsons. The integration of the Udesk online customer service system has greatly improved the efficiency of customer service, providing better service to customers throughout the shopping process at Watsons.

Watson Group is a well-known international health and beauty retailer, operating 12 brands in 28 markets with over 16,000 stores worldwide and employing over 130,000 staff. In the 2022 fiscal year, the group achieved a turnover of $22 billion, serving over 5.5 billion customers annually through its online and offline platforms.

The “Watsons” brand, a retail brand under the Watson Group, operates in 15 Asian and European markets, with over 8,000 stores, including 1,500 providing professional pharmacy services. In mainland China, it has nearly 4,000 stores in over 500 cities and over 60 million paid members, making it a well-known offline and online health and beauty product retailer.

With the rise of the new retail concept, the competition in the beauty retail market has become increasingly fierce. Nowadays, consumers demand higher quality and increasingly personalized shopping experiences, which means the beauty retail industry needs to provide diverse services and a comprehensive shopping experience.

Since 2017, Watsons has been implementing a series of diversified layouts and reforms, including store upgrades, optimizing consumer experiences, introducing more popular products, and providing more diverse and personalized services. With the increasing integration of online and offline channels, integrating its own e-commerce platform and optimizing the mobile entry point is the general trend. Watsons quickly launched its beauty and skincare shopping platform: the Watsons APP.

As the group’s only official e-commerce platform in China, the Watsons APP provides users with a wide range of beauty, personal care, health and beauty, and baby care products for selection and purchase, and offers convenient beauty shopping experiences such as 1-hour express delivery, online ordering for in-store pickup, and a 7-day no reason return policy.


As the user base and service functions carried by the APP rapidly grow, the original customer service system is facing an urgent need for updating and upgrading.

Visitor volume is high, with a large number of inquiries.

The massive e-commerce system and user base generate a large number of user inquiries every day. Relying solely on manual agents for service leads to lower customer service efficiency and a poor customer experience.

Repetitive inquiry issues result in high customer service communication costs.

Customer inquiry issues are repetitive, with diverse source channels. There is no unified customer service platform and intelligent customer service mechanism, leading to low work efficiency for customer service personnel and user attrition.

Cross-regional customer information cannot be effectively collected.

Watsons’ brand chain stores are spread across the entire China, and the distribution of app users is widespread. There are differences in promotional activities in various regions, and there is a lack of centralized organization of regional user information, leading to customer service personnel lacking knowledge of customer history and basic information when customers inquire, resulting in a poor customer experience.

Udesk Customer Service Solution

1. Integration of Online Customer Service System with App, Unified Management

Based on the needs of Watsons, Udesk has unified various customer service channels such as the Watsons app and WeChat official account into the Udesk online customer service system. This means that users who send inquiry messages from the WeChat official account and those who send messages from the app can initiate conversations through the online customer service system. Customer service staff only need to log in to the online customer service system to receive and reply to messages from all channels. This greatly improves the efficiency of customer service staff and ensures the same high level of service quality.

In addition, the online customer service system also has a mobile end. During busy periods, such as the Double Eleven period, customer service can be online on the mobile end, without needing to wait in front of the computer 24 hours a day, solving customer problems anytime, anywhere.

2. Customer Service Chatbot Solves 85% of Common Problems, Allowing Customer Service to Address Real Issues

The number of inquiries received daily is very high, and many of them are repetitive. Manual replies by customer service lead to lower service efficiency and a poorer customer experience. By integrating the Udesk customer service chatbot, quick responses to customer needs and questions can be achieved 24/7. This allows customers to receive timely responses, while customer service has more time to address complex issues, thereby improving issue resolution rates.

3. Comprehensive Record of Tickets, Access to User Data

Udesk can generate a ticket for every user visit and inquiry, ensuring that each user’s interaction can be tracked and managed. Different Watsons chain stores in different regions can also understand unique user needs and preferences based on ticket records, providing personalized and thoughtful service to users. In ticket management, to reduce the handling of repetitive issues by customer service staff, Udesk provides ticket response templates, enabling quick handling of customer problems, reducing the workload of customer service, and improving work efficiency.

The Udesk online customer service system has solved the challenges of high customer inquiry volume and repetitive inquiries for Watsons. The integration of the Udesk online customer service system has greatly improved the efficiency of customer service, providing better service to customers throughout the shopping process at Watsons.

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The article is original by Udesk, and when reprinted, the source must be indicated:https://www.udeskglobal.com/blog/how-did-udesk-assist-watsons-app-in-improving-the-customers-online-shopping-experience.html

customer service systemCustomer StoryDigital Transformation

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