Posted by New Delhi: Haier unveiled its new customer service initiative through WhatsApp. Through this initiative, Haier aims to conduct customer surveys using WhatsApp to improve the service experience.
In 2020, the global home appliances and consumer electronics brand had introduced a WhatsApp channel for customers. The channel helps the customers resolve issues, generate new service requests and inquire and more.
Chatbots and live agents back Haier’s WhatApp channel to help the customers solve their issues.
Taking it further, the company has now started the industry-first survey through this WhatsApp channel to gather information on service provided on a real-time basis and improving the customer experience.
For the service, customers have to register by sending a quick message or scanning the QR code to Haier’s WhatsApp account on +91 8553049999. They can use WhatsApp to get technical assistance for Haier’s appliances across categories, rate the customer service, and provide feedback on the technicians and engineers.
Besides, Haier plans to explore and innovate further in the customer communication and experience space through WhatsApp. With the aim to provide best-in-class service offerings to its consumers, the company will bring in new features and also optimize the existing ones.
“In a bid to provide support to our customers in the new normal, our WhatsApp assistance will provide our consumers the luxury of giving feedback or raising an issue with just a touch of a button,” said Eric Braganza, President – Haier Appliances India.
“We’re optimistic that this new service feature will strengthen our customer relationships while offering them more ease. We hope that our consumers can take advantage of the newly launched WhatsApp helpline,” added Braganza.
With this initiative, Haier claimed to become the first consumer durable firm to start a customer experience survey through WhatsApp. It will enable the company to reach more customers to understand their service experience to improve it further and thereby generate a positive word of mouth. Customers will have more convenience to respond to the survey whenever and wherever they want.
The survey questionnaire is brief and easy to encourage customers to respond. When a customer contacts Haier customer service channels, contact centre agents ask for the customer’s WhatsApp phone number and attain an opt-in from the customer to deliver messages via WhatsApp.
After the Haier authorised service engineer visits the customer’s place and resolves the service request. The customer gets a message to attend a small survey. The questionnaire is short and simple to understand and the response can be provided in options.