4:00 pm, April 19, 2011
PEUGEOT is embracing social media with gusto – the firm has launched a new customer service channel on Twitter.
The @PeugeotCare channel supplements Peugeot’s existing telephone and email customer response service and will allow the brand a link with its customers ‘in a forum where common queries can be displayed, shared and responded to, in an easy-to-access environment,’ says Peugeot.
The idea was devised by EHS 4D Group, which has developed the framework – provided training, technical support and guidelines – to enable The Listening Company (TLC), Peugeot’s outsourced contact centre, to manage customer queries via the fast growing social network channel.
Andrew Goodall, internet manager, Peugeot UK said: ‘We have decided to add Twitter as an additional way for our customers to interact with us. We expect the Twitter page to serve as a vital method of tracking and managing customers’ needs; identifying common trends in queries, and ultimately helping us to improve and build on their needs in the future.’
David Skerrett, head of social media and mobile at EHS 4D Group, explained: ‘The conversational platform creates transparency for the brand, allowing customers to directly engage with Peugeot in a visible and accessible environment. It’s smart for brands to include Twitter as a service channel, as more consumers expect brands to be fluent and have a presence in the social media space.’
Ian Donovan, client delivery manager, The Listening Company, said: ‘We are delighted to work with Peugeot in this exciting new venture. Customers are increasingly turning to social media outlets to converse with brands and such activity on contemporary channels is only likely to increase in the future. We will do our utmost to maximise opportunities on Twitter as we attempt to help customers with their queries and stimulate brand advocacy.’
