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How Renault used SMS-Magic to
provide excellent customer service via
text messaging

Personalised attention resulted in

higher customer satisfaction

Prompt customer responses

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:

  • 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
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Driving conversations through messaging

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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:

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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:

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Reminders for health checkup of the vehicle

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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:

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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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