Panasonic

Panasonic transforms customer experience with WhatsApp integration and achieves 75+ NPS.

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Industry

Electronics

Location

Wiesbaden (Germany), with 35 markets in Europe

Website

panasonic.com/uk

Challenges

Consumers across European countries expect product support in their local language, but supporting multiple languages with a centralised customer service team can be challenging.
Email was used as a primary ‘Out of hours’ offering, which the team wanted to replace with a more engaging and efficient alternative.
A broader need to drive customer loyalty, leverage technology, and deliver continued value through digital transformation.

Solutions

Opened WhatsApp due to its wide adoption and asynchronous messaging style.
Partnered with Quiq to provision WhatsApp service and integrate it with their existing CRM, replacing email for ‘out of hours’ contact.
Enabled Panasonic’s contact centre agents to communicate with customers via WhatsApp.
Added in-context feedback surveys to the end of conversations to increase completion rates.

A beloved, century-old brand embraces digital transformation.

For over 100 years, Panasonic has been a trusted name in electronics, serving customers across the globe. With over 200,000 employees worldwide, Panasonic sought a customer service solution that could match its scale while maintaining personal connections with customers.

When Panasonic partnered with Quiq, they aimed to transform their customer service approach by moving away from traditional support methods and embracing modern messaging channels. The company needed a solution that could handle its extensive product range while supporting multiple languages across European markets.

Creating a seamless messaging experience through WhatsApp.

With Quiq’s expertise, Panasonic successfully launched WhatsApp as a new support channel, achieving integration in just six weeks. The solution included live translation capabilities, enabling agents to support customers across Europe regardless of language barriers.

What began as a pilot in some markets quickly expanded to other European markets, supporting multiple languages. The WhatsApp channel has become Panasonic’s highest-rated customer service channel, with NPS scores exceeding 75 points. WhatsApp now represents a significant portion of chat messaging volume.

The Quiq gist: elevating CX through digital transformation.

Quiq enabled Panasonic to:

Achieve 75+ NPS on WhatsApp communications
Drive a significant portion of messaging to WhatsApp in new markets
Double survey completion rates to 20%

"Technology is important, but delivering fantastic customer experiences is even better than having fantastic technology. With Quiq, the technology is there to deliver on the outcomes that matter most to us: Exceptional customer experiences."

Adam Neale

Head of CS Governance at Panasonic