How Renault used SMS-Magic to
provide excellent customer service via
text messaging
higher customer satisfaction
accelerated the service process
Established in 1898, Renault is a multinational, multi brand group with a presence in more than 120 countries. As of Dec 2016, the group’s revenue amounted to €51.2 billion, with an operating margin at 6.4%.
Problem
Renault wanted to provide a convenient service channel to its customers through which customer care agents could send status updates of the vehicle issues reported by the customers. It was difficult to get a response from the customers if they were called from unknown numbers.
This led to missed appointments.
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Solution
Renault implemented text messaging for their contact centers across the UK. They also provided a mobile number on which customers could text their queries.
Here is how Renault used SMS-Magic messaging platform to provide excellent customer service:
- Sent personalised text messages as a reminder for scheduling calls
- Recorded high response rate on messages sent as appointment reminders for health checkup of vehicles
- Updated customers about vehicle status via messages
- Sent automated text messages to collect customer feedback
- Prompt customer responses accelerated the service process.
- Integration with CRM helped in tracking all text communication
- Personalized attention resulted in higher customer satisfaction
- Text history helped in getting agent up to speed on the issue
Driving conversations through messaging
Requesting a suitable time for a call
Many times, the customers would not pick up calls from unknown numbers. The Renault team used text messaging to resolve this issue.
Here’s a sample message the team used:
Missed appointments have an opportunity cost associated with them. To avoid customers missing their appointments, Renault used text messaging.
Here’s a sample message the team used:
Reminders for health checkup of the vehicle
Update customer about their case status
The Renault team used messaging to keep the customers informed about the status of their vehicle.
Here’s a sample message the team used:
As soon as a job was complete, an automated text was triggered to get prompt feedback.
Here’s a sample message the team used:
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