eTail Virtual Summit & Expo 2021

February 23 - 25, 2021

Online (ET)

Carlos Lourenco, Senior Manager, Ecommerce Customer Experience & Order Management Operations at Home Depot Canada

Carlos Lourenco

Senior Manager, Ecommerce Customer Experience & Order Management Operations
Home Depot Canada

Check out the incredible speaker line-up to see who will be joining Carlos.

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Day One – Tuesday, February 23 2021

Tuesday, February 23rd, 2021

12:05 PM WORKSHOP: The Home Depot Canada & LivePerson: Driving Revenue & Providing Care In The Messaging Channels Customers Know And Love

For over 5 years, LivePerson’s Conversational Cloud has powered brand-to-consumer messaging for The Home Depot Canada. Initially, the retailer’s Conversational strategy was intended to provide a convenient, efficient and cost-effective opportunity to manage customer-care inquiries in consumers’ favorite messaging channels. In the wake of a global pandemic, this strategy became their life-line to support customers, drive revenue and keep store associates employed amid social distancing requirements.  

With rich messaging channels like Apple Business Chat and web messaging live, and initiatives to shift voice calls to messaging well underway, The Home Depot Canada had the ability to be nimble and protect their customers and associates alike, by prioritizing messaging and automation. Even amidst the hardships of 2020, the retailer was able to train hundreds of store associates on messaging within weeks, who handled 5,000+/week with minimal ramp time, with CSAT reaching

This session will discuss:

· How their commitment to AI-powered messaging drove a shift to 70% digital contact volume, improved their customers’ ability to self-serve and created a new “virtual selling” line of business to drive revenue.  

· Why a conversational strategy is vital to future-proofing your business: the power behind utilizing your in-house experts — such as store associates — as messaging agents during downtime or unexpected brick and mortar disruptions

· The retailer’s plan to harness the power of messaging over the entire customer journey through the introduction of new messaging touchpoints like Proactive messaging to pre-emptively resolve escalations.