India, 2021: Haier, the global leader in Home Appliances & Consumer Electronics and World’s Number 1 brand in Major Appliances for 12 Consecutive Years*, today unveiled its new customer service initiative that is now available on WhatsApp Messenger. Through this service, Haier aims to conduct customer surveys through WhatsApp to improve the service experience.
In 2020, Haier had introduced a WhatsApp Channel that helps its customers resolve issues, generate new service requests & inquire about the status of existing ones. This channel is empowered with Chatbots & live agents to help the customers solve the issues they are facing. Taking it up a notch, Haier has now started the industry-first survey through this WhatsApp channel to gather information on service provided on a real-time basis while improving the customer experience.
Consumers can register for the service by sending a quick message or scanning the QR code that is directed 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. Not only this, but Haier plans to explore and innovate further in the customer communication & 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.
Commenting on the initiative, Mr. Eric Braganza, President, Haier Appliances India said, “Consumers are at the core of everything we do at Haier, and we’re dedicated to providing them a first-class customer experience through our excellent service initiatives. 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. 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.”
Conventionally, white goods companies conduct customer experience surveys through outbound calls &emails. With the company’s trademark to stay unconventional and redefine innovation, Haier took the lead and became the first consumer durable firm to start a customer experience survey through WhatsApp. With the disruptions that technology has made, today, WhatsApp has become the most preferred medium of communication in India. This step 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 & wherever they want.
In line with consumer feedback, the questionnaire has been kept brief and easy to grasp to encourage a better response to the survey. When a customer contacts Haier Customer Service Channels, contact center agents ask for the customer’s WhatsApp phone number and attain an opt-in from the customer to deliver messages via WhatsApp. Once the Haier Authorized Service Engineer visits the customer’s place and resolves the service request, a message is sent to the customer for attending a small survey. The questionnaire is short & simple to understand and the response can be provided in options.
