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Edeka Dirnberger connects online & offline customer experience with Superchat

Im Einzelhandel hat guter Service höchste Priorität. Für Edeka Dirnberger gilt das nicht nur vor Ort, sondern auch für die Kundenkommunikation online. Erfahren Sie hier, wie das Unternehmen von Superchat profitiert.
  • 06/27/2022
  • 2 min reading time
Cover Success Story Edeka Dirnberger

For Edeka Dirnberger, customers come first. Both offline in the three branches and online, shoppers should receive an optimal experience.

Edeka Dirnberger has three different locations in the Regensburg area. Every day, the company receives numerous messages via different communication channels. The different channels such as WhatsApp Business, Facebook, email or Instagram are managed individually. Keeping an overview between the channels and all the messages is difficult.

“Consumers expect a quick response, especially when it comes to the availability of certain products. If you don't respond at all or respond too late, customers will choose another supermarket.”
Raphael Dirnberger
Raphael Dirnberger

The individual channels are not only used to answer customer questions. Facebook and Co. are also used for personnel marketing. If messages from potential applicants are overlooked and feedback is long in coming, this conveys a negative image of the company.

Raphael Dirnberger also sees a need for action on the topic of online evaluations. In retail, service plays a major role and bad customer experiences are quickly expressed in negative reviews. Positive reviews are not only important for customers, but also for job applicants.

Respond faster and better to customer enquiries with Superchat

Online, Raphael Dirnberger became aware of Superchat and decided to use the messaging platform. Messages received via WhatsApp, Facebook, email, Telegram and SMS are bundled into one platform.

“What was promised by Superchat has been delivered. Our staff are thrilled with the messaging platform.”
Raphael Dirnberger
Raphael Dirnberger

WhatsApp Business is used for customer communication via the API and Superchat in a data protection-compliant manner. Whereas previously only one employee could use WhatsApp Business, several users now have access to it. Incoming messages are directly assigned to the appropriate location and the responsible person. The webchat on the company's website additionally provides a quick way to get in touch.

“Superchat's messaging platform is intuitive and easy to use. You install the app, you sign in and it works immediately.”
Raphael Dirnberger
Raphael Dirnberger

Before using Superchat, messages were sometimes overlooked or remained unanswered. This problem is now a thing of the past. With the messaging platform, the company has significantly increased the response rate and customer enquiries no longer go unanswered.

How Edeka Dirnberger benefits from Superchat

  • Rapid and cross-channel response to incoming customer enquiries
  • More overview and control by bundling the various communication channels
  • DSGVO-compliant use of WhatsApp via the Business API with multiple users and end devices
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Christina Wendt
Christina Wendt
•
Senior Content & Brand Manager, Superchat
Christina is one of our messaging experts and content specialist at Superchat. Besides communication and marketing related topics, she has an excellent knowledge of the Berlin food scene.