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Alfamart is one of Indonesia’s leading convenience and retail businesses. The company offers a wide range of products to 2.5 million customers daily in more than 100.000 stored across the region. Alfamart has started embracing intelligent virtual assistants to provide rich and personalized experience through the conversational platform, thus driving customer engagement and building customer loyalty.
Since 2018, Alfamart has collaborated with Kata.ai to built an interactive assistant to offer seamless support and customer loyalty programs. We decided to name the virtual assistant Shalma means ‘Sahabat Alfamart.’ We proposed a female virtual assistant persona representing Alfamart’s cashier, who is friendly and helpful.
Shalma virtual assistant integrated with LINE messaging apps. It makes it easy for Alfamart’s customers to find the latest promotion and Alfagift, compare prices, and make the best decision. In addition to that, Alfamart management can utilize Shalma to deliver highly targeted seasonal offers and inform customers on upcoming holiday promotions.
Shalma virtual assistant is transforming the way Alfamart handles customer inquiries by providing comprehensive and consistent service through Alfamart's LINE account anytime, anywhere. At the same time, delight customers with daily promotions and loyalty programs.
With Shalma, customers can register and access Ponta — Alfamart's membership and loyalty program, redeem PONTA points with special gifts. Also, find Alfamart store nearby, and get information about the latest Alfamart promo, and share feedback regarding Alfamart's service.
Shalma designed to redefine and replace traditional marketing methods. Instead of sending promotional emails, Alfamart uses Shalma to promote products in real-time in a more trendy, casual, and conversational way. Because Alfamart management knows happy shoppers are repeat customers, and that is what makes a good brand great.