Initial screens of customer service via WhatsApp from Fiat and Jeep.
The way in which WhatsApp operates is good for customers and the company. According to Cristiane Paixão, deputy director of Customer Care at FCA, "this channel ensures easy and affordable service and respects people's availability. It’s not invasive and it adapts to each of the customer’s necessities. In addition, it allows for continuous development through feedback and searches that indicate new content possibilities. Being on WhatsApp was a pretty smart decision. It’s now the second most accessed channel, which shows our customers’ great acceptance".
According to the consolidated data of 2019, Fiat and Jeep totaled more than 2.8 million messages exchanged, 8,802 pre-appointments (recall /services) and 90% of user engagement served by the bot.
Tuned and responsive to customer needs
Fiat is among the 25 best companies in Brazil for 2019 in the IBRC Exame Ranking (Ibero-Brazilian Customer Relations Institute). The ranking has existed for 10 years, and in six of them Fiat was among the best, having also stood out among the companies of the decade.
For Luis Santamaria, Mopar's director for Latin America, the ranking shows FCA's continued search for better service. "The secret is to be aware of customer's needs and be attuned to the market. WhatsApp is an example of what has been done. Effective, friendly and practical, it facilitates customers’ lives, because it allows close and agile communication, in addition to being quite personal. The level of satisfaction is impressive and the trend will increase the success of the channel", he says.
WhatsApp service joins other innovations in services, such as the digital dealership as well as the platform that allows you to experience cars over the internet.