Panasonic scales customer support across Europe without adding headcount.
Replaces email for out-of-hours support
Expanded across European markets
Customers chat without constraints
Panasonic supports customers across multiple European markets, each with different languages. A centralized team handled all of these interactions, making it hard to consistently provide localized responses.
Email was the primary out-of-hours channel, which limited how responsive the team could be and made it harder to keep conversations going. Panasonic needed a messaging approach that could support multiple languages and give customers a better way to contact support.
Quiq enabled Panasonic to introduce WhatsApp as a support channel, connected to their existing CRM. Customers can send and receive messages over time rather than in a single session.
Agents manage conversations across markets and respond in multiple languages using built-in translation. Panasonic also added in-chat surveys to collect feedback directly within conversations.
Customers now contact Panasonic through messaging instead of email for out-of-hours support. WhatsApp is live across multiple markets, in multiple languages.
The shift to async messaging allows conversations to continue over time, while centralized reporting provides visibility across markets.
The Challenge
Customer support operations were centralized, while customers expected assistance in their local language. This created challenges in delivering consistent responses across markets.
Email was used as the primary out-of-hours channel, which introduced delays and limited how conversations progressed. Customers could not easily continue interactions once a message was sent, and agents managed interactions across disconnected threads.
How teams use it
Quiq introduced WhatsApp as a messaging channel connected to Panasonic’s CRM, allowing agents to communicate with customers across markets.
The system enables:
- Messaging conversations across WhatsApp and web chat
- Translation capabilities for multilingual responses
- Centralized reporting across markets
- In-chat surveys for collecting customer feedback
What changed after launch
Customer interactions shifted from email to messaging channels:
- Customers use WhatsApp for out-of-hours support
- Conversations continue asynchronously over time
- Agents respond to customers across multiple languages
- Teams view performance across markets in one place
This now enables messaging-based support across European markets:
- Multilingual communication within a centralized team
- Ongoing conversations without restarting interactions
- Visibility across support activity in multiple regions
Results/ROI
Panasonic introduced WhatsApp across its European support operations, replacing email for out-of-hours communication and enabling messaging-based interactions across multiple markets.
