Andreia RochaWhat if every contact with the brand were faster, simpler and more personal? That was the aim behind Automotive Service, a project the Volkswagen Group Services Contact Center developed to provide specialised support to Volkswagen Group customers.
A service dedicated to the customer
Automotive Service handles questions from customers of the Volkswagen Passenger Cars and Volkswagen Commercial Vehicles brands, with the aim of providing fast, efficient and personal answers and helping to make the customer experience ever closer and more consistent.
From Portugal to the German market
From Portugal, the team supports the German market through different contact channels, including phone, email and chat. This set-up makes it possible to centralise customer service and ensure high quality standards, with specialised professionals who are fluent in German.
A growing project
The project started with an initial team of four professionals and is currently expanding, strengthening the Contact Center's ability to meet customers' needs and keep pace with the growth of the operation.
“Automotive Service strengthens the quality of our service and the way we keep developing the Contact Center, with a direct impact on the customer experience.”
Launched in March 2021, the Volkswagen Group Services Contact Center in Portugal provides services for several European markets, including Germany, Spain, France and Italy, combining experience, specialist knowledge and a customer-centred approach.