Peugeot has launched a new way of providing customer service by creating a Twitter profile called PeugeotCare to supplement the brand’s existing telephone and email customer response service.
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 social network channel.
Andrew Goodall, Peugeot UK internet manager, 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, said: “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.”