WeChat has become an important, inseparable part of our lives. Whether it is work, shopping or travel, we are all deeply integrated with WeChat. Through visiting different customer groups, the Digital Customer Journey team of Covestro concludes that WeChat platform is an important channel our customer uses the most.
“We started the development work of WeChat Service Station by listening to the pain points of the customers,” said Bryan Ge, head of the Covestro Digital Customer Journey APAC, “The project team carefully designed the WeChat customer journey. From inspiration-sparkling, on-line evaluation, procurement decision-making to after-sales services, we focused on improving the customer experience."
What do customers like to see? Which industry are customers interested in? Under what circumstances will customers feel being disturbed? According to the results of the customer survey, Covestro Service Station has specially set up content channels for successful cases and industry trends to provide more inspiration to customers with hands on information on our products.
Knowing that our customers are increasingly demanding convenient service, at the Covestro Service Station, the customers can view, download or share product technical data sheet within a few clicks on the mobile phone, or view the status of the order at any time anywhere. In the upgraded version in the coming weeks, product comparison, order geo-location and other features will be launched step by step.
Covestro regularly organizes expert lectures to introduce cutting-edge material innovation technologies. Even if customers can't visit the site in person, they can watch the live stream and ask questions on-line, to interact with material experts and get answers on the spot.
At Covestro, innovation is everywhere. Covestro Service Station provides on-line exhibition and on-line booking services for the Innovation Experience Center, allowing the customers to feel the charm of materials at zero distance and dialogue with on-site experts to find design inspiration.
The customer inquiry team of Covestro Service Station is committed to either replying to customer's on-line questions as soon as possible or passing them to the sales team, to provide a variety of convenient and fast channels for the customers to get in contact with Covestro, enhancing the customer experiences.
More powerful features of WeChat service station are still being developed. Sherry Kang, head of IT Business Engagement China, says: "Our next step is to connect with other digital platforms and use data to drive our decisions and provide customers with better service."
“We will go wherever the customers are to provide service. The WeChat Service Account provides content and services on the mobile phone, embedding services into the customers' familiar scenes of life, which is a big step forward in the digital experience journey at Covestro”, says Karsten Malsch, head of the global Digital Experience Journey.
WeChat Service Station invites you to join the Digital Customer Journey, let's experience it right now.
