Continental Launches Digital Feedback Tool in South AfricaDirect contact with customer employees available on requestAnother step on the road to optimal service
Continental has introduced digital touchpoints with its business customers and end users via several channels to get even faster feedback on its products and services. The aim of this new campaign is to strengthen dialogue between the premium tyre manufacturer and its customers, and enable it to respond even more directly to individual requirements.
This is part of a comprehensive strategy to strengthen Continental’s position as a leading tyre brand in the field of customer experience. The focus here is on customer satisfaction and service speed as differentiating features. The feedback tool is flexible and easy to use. If an individual inquiry with a corresponding consent to contact is received, an employee will quickly get back to the customer: “We produce solutions for our customers.
This is why feedback on our work is the decisive driving force for our development,” says Enno Straten, Head of Strategy, Analytics and Marketing, Replacement Tires EMEA at Continental. “Digital touchpoints give our customers the opportunity to contact us directly and share their experiences with us easily. We intend to make use of this opportunity.” As a start, Continental has introduced the feedback tool in Portugal, Poland, the UK, Italy, South Africa and the United Arab Emirates. The tyre manufacturer initially uses the website and the ContiOnlineContact business portal for this purpose. “The feedback we have received so far is overwhelmingly very positive. In addition, we are delighted that just in this brief period we’ve been able to proactively contact around 300 customers and provide individual advice,” says Straten.
Continental will soon be rolling out the initiative through other channels and throughout Europe, the Middle East and Africa.