When you order groceries online, you can allow for substitutions. That means when a product is out of stock, an alternative item is chosen for you. Sometimes the alternative is odd and nothing close to what you ordered. CBC’s Jason Osler explains why accurate product substitution is now a key aspect of customer service to gain an edge.
Our communications manager Helena McShane explains how Spud uses a database to predict customer wants and needs when making a substitution. Listen to the full segment here.