When it comes to customer service, call centers and retail companies alike are trying to figure out just what makes a customer the most happy. It appears that Nissan is coming rather close to finding the silver bullet. The firm makes sure its customers understand it is paying attention to them. One case in point is the popularity of the Qashqai. This particular vehicle, not available in the United States is quite impressive in its popularity in the U.K.
Nissan has adopted the Unify (News - Alert) OpenScape call center solution. This works better when it comes to matching a customer with the right operator who can best assist with an issue. Because the solution is based in the cloud, it isn’t locked into one particular call center. When someone calls the cloud based software line, it then routes to the right center to handle the problem. This keeps the customers happy and it saves the company time and money. It’s a win-win for everyone involved.
Nissan Services Manager James Deacon told Diginomica, “For many customers, an automotive is one of the most complex products they’ll ever buy – and it’s something they use and rely on every day. They expect to have an ongoing relationship with that car or van’s manufacturer and it’s vital that we meet their expectations.”
The U.K. isn’t the only place where the company is focused hard on making sure it’s customers feel like the firm truly cares about them. In India, the firm finished up its third annual “Happy with Nissan” customer service event. In the U.K., top notch customer service has been achieved by making sure the right call center was handling specific inquiries. The company made sure it transitioned to a cloud-based software solution, rather than having a terrestrial setup that cost extra time and money when something went wrong at one location.
Edited by Maurice Nagle