Mothercare is improving the customer experience on its website with the launch of Ask Carrie, an interactive virtual assistant. Ask Carrie delivers fast, accurate answers to queries across the Mothercare website. Customers are able to ask questions directly using the system without the need to call or email the Mothercare contact centre. Ask Carrie also ensures faster access to the wide range of parenting information and resources on the Mothercare website. By allowing customers to search using everyday language it ensures that the Mothercare website remains a primary destination for parents. The Ask Carrie persona was created to provide an approachable and engaging figure for customers and was launched as part of the major redesign of the Mothercare website. This also includes improved online product search, a wider range of content, and bigger, brighter product images all designed to deliver an improved customer journey.
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