Cloud communications company, IMImobile, has partnered with Mercedes-Benz India to integrate WhatsApp Business as part of the car manufacturer’s customer engagement strategy. Mercedes-Benz now uses WhatsApp to send PDF vehicle brochures to customers, allow them to book test drives and receive service updates and include video links and interactive messages with emojis.
The popularity of WhatsApp means that enterprises can potentially connect with 2 billion users in a simple, reliable, and private way across 180 countries worldwide. As an approved WhatsApp Business messaging provider, IMImobile enables enterprises to integrate WhatsApp Business into their customer communications strategies and drive engagement through intelligent and context-aware messaging.
To build consumer trust and allow Mercedes-Benz customers to verify that they are interacting with an official account, Mercedes-Benz uses a verified business profile on WhatsApp. As an asynchronous channel, WhatsApp is convenient for consumers and improves productivity for businesses by allowing customer service agents to simultaneously handle multiple conversations.
New channels such as WhatsApp Business offer endless possibilities for improving the purchase, post-sales support and customer service journeys. With the current challenges related to the pandemic, we already have witnessed a significant shift in the customers’ mindset towards online purchase, and accordingly we have launched our digital initiative #MercFromHome. This initiative allows customers to have an end-to-end buying experience through digital channels without needing to visit a showroom. We expect the new WhatsApp service will help us in further accelerating this initiative and enhance customer experience journey even more.
Santosh Iyer, VP, Sales & Marketing, Mercedes-Benz India