BMW Revolutionizes Customer Service with WhatsApp Business API
The case of BMW in Munich is an exemplary example of innovation in customer service, thanks to the adoption of WhatsApp Business API. Let's see how this strategy led to surprising results.
The challenge
The official BMW workshop in Munich handled up to 200 customers a day, a number that often overloaded the switchboard with requests for updates on the status of maintenance. The goal was clear: improve communication and reduce calls.
The Innovative Solution
After an attempt with a proprietary app, BMW decided to exploit an already widespread and daily app: Whatsapp. Through WhatsApp Business API, they have automated communication, providing real-time updates to customers directly on their smartphone.
The Results Were Impressive
– **3800 monthly requests** to the switchboard managed automatically via WhatsApp.
– A **60%** reduction in callback requests to the switchboard.
– A higher **service recommendation rate** than the 90% from BMW customers.
Advantages of Using WhatsApp
The adoption of WhatsApp Business API has allowed BMW to:
– Inform customers about the service status of their vehicles in real time.
– Significantly improve the quality of customer service.
– Drastically reduce the volume of calls to the switchboard.
The Impact of WhatsApp Business API
Albert Rösch, Head of Consulting Service BMW AG in Munich, said: “With WhatsApp Business API, we have improved the quality of our customer service. This allowed us to be among the first to offer this type of service.”
In conclusion
The case of BMW demonstrates the revolutionary potential of WhatsApp Business API in the automotive sector and beyond. The efficiency and speed of automated messaging have transformed customer service, making BMW an example of innovation and customer satisfaction.
A Future with SendApp
For companies looking to replicate BMW's success, SendApp offers an optimal solution. By integrating WhatsApp Business API, SendApp allows you to automate and personalize communication with customers, improving efficiency and reducing operating costs. With SendApp, every company can make the most of the potential of WhatsApp Business, guaranteeing high-level customer service.
