Virtual Customer Assistant
Published: 20 January, 2021
Virtual Customer Assistant, launched by UK-based Marketing Technology start-up NEA Media AI allows customers to engage with a workshop on a number of platforms, including WhatsApp, SMS, Facebook Messenger or web. Instead of phoning and being put on hold, customers can communicate via the AI-powered Virtual Customer Assistant to make bookings and raise concerns, helping the business convert more incoming leads.The Virtual Customer Assistant also allows garage networks to centralise their customer service function, including messaging and core process.
www.neamediaai.com
- RAC wins Groupe Renault customer service centre contract
The RAC has signed up with Groupe Renault to provide a customer service centre solution to its brands in the UK, including Renault, Dacia and Alpine.
The contract, which initially runs for three years with an option to extend for a further two, covers both retail and fleet segments, and will see the RAC support around one million customers. It includes everything from handling servicing and repair needs with dealers, managing vehicle downtime and the mobility needs of drivers, right through to managing ad-hoc requests such as providing vehicle-specific technical information and booking test drives.
As well as providing a traditional call centre, the contract also covers a range of digital services, including online webchat and social media.
RAC Business Roadside Managing Director Phil Ryan said: “While the demands and needs of customers differ significantly, our team recognises that every interaction – whether over the phone, online or in person – is an opportunity to build trust and loyalty and demonstrate to each customer just how committed to great service each brand really is. This matches the RAC’s approach to putting customers at the heart of everything we do.”
Renault UK Customer Experience Director Jean-Philippe Roubes added: “We are confident that our customers will benefit from not just the RAC’s strong automotive knowledge but also their unique ability to link roadside assistance services with overall customer services. The contact centre expertise, innovation, and flexibility of the RAC will help us to achieve our ambition to deliver industry leading customer services across all the Groupe Renault UK brands.”
The RAC has provided breakdown assistance to Groupe Renault brands since 2014.
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