Nisum Boosts Customer Satisfaction and Drives $18.6M in Incremental Revenue with Real-Time Order Fulfillment Control

A Fortune 500 grocery retailer's new shop assist feature transformed the client’s fulfillment process by empowering customers with greater visibility and control during order processing, resulting in:

Business Challenge

A Fortune 500 grocery retailer’s mobile app and web order page lacked the functionality to handle out-of-stock (OOS) items and substitutions in real time. This created a frustrating experience for customers and lost revenue opportunities, leading to:

• Poor customer experience since customers had no real-time insight into which items were successfully shopped, still pending, or unavailable, leaving them unable to take meaningful action
• Frustrated customers due to a lack of timely updates, customers couldn’t request substitutions when out-of-stock scenarios occurred
• 55% of users who visited the orders page took no action, leading to incomplete and unsatisfactory orders

Solution

Nisum partnered with the client to develop a dynamic Shop Assist module designed to enhance customer interaction and improve order completion through key real-time features:

• Real Time Updates: Displays real-time status on items that are picked, unpicked, out-of-stock, or substituted, giving customers real control over their orders
• Two-Way Chat: Enables direct communication between customers and in-store pickers when substitutions are needed or items are out of stock
• Interactive Chat Interface: Allows customers to approve or reject items directly within the chat window, complete with buttons to quickly swap items, streamlining the substitution process and enhancing the chat experience
• AI-Powered Chat Ratings: Uses AI to automatically assess the customer chat and rate the quality of associate responses, improving service insights

By giving customers real-time control over their online grocery orders, Nisum helped a Fortune 500 grocery retailer enhance satisfaction and unlock $18.6M in incremental revenue. Through dynamic updates, two-way chat, and AI-powered feedback, the new Shop Assist feature improved order completion and empowered customers. Are you facing similar challenges in your business? Contact Nisum today to discover how our customized solutions can streamline your processes and elevate your customer service to new heights.