2024-11-13 19:49:00
Mercedes-Benz innovates with ZapBenz: support via WhatsApp speeds up services
Mercedes-Benz do Brasil now has a new intelligent service support via WhatsApp exclusively for the brand’s truck and bus customers. The official launch of the service took place during Fenatran 2024. Under the name ZapBenz, the intelligent integration implemented by Yalo aims to ensure greater agility and convenience in order to enable quality interactions at any time, such as:
locate Mercedes-Benz dealerships, purchase training, Parts and Service solutions, access to on-board manuals, activate assistance service and even purchase licensed products from the Mercedes-Benz Trucks Collection, all available 24 hours a day. And if the customer needs human assistance, simply access customer support from Monday to Friday, from 8am to 6pm.
New ZapBenz relationship channel can shorten the distance between automaker and customers, offering solutions that facilitate and speed up users’ daily lives
The presence of intelligent agents in the tool’s integration will soon allow new functionalities in addition to the availability of agile support with information and services, enabling the system to learn all the particularities of each client’s business. Through the use of AI, the channel will be able to provide user behavior analysis, which will facilitate the offering of accurate and personalized solutions, ensuring customer satisfaction and building a much closer relationship.
According to João Marques, Customer Success Manager at Yalo, there are several indicators and tools used to carry out monitoring and it is from these that integrations with the public are built through real-time data on the entire process. “With this project, the Mercedes It now not only offers a current and intelligent service, but also better understands the behavior of its users. This makes it easier to offer increasingly personalized solutions and services, ensuring customer satisfaction and building a long-term relationship”, he explains.
ZapBenz is a new form of relationship capable of identifying the user’s problem at the end and providing an efficient and quick response. “The new services in the 2025 portfolio reinforce the commitment that everything the brand brings to the market is the result of what is requested by customers. After all, the roads speak, Mercedes-Benz listens and brings the solution”, concludes Jefferson Ferrarez, vice president of Sales, Marketing and Truck Parts & Services at Mercedes-Benz do Brasil.
Mercedes-Benz innovates: customer service via WhatsApp speeds up services
New relationship channel can shorten the distance between automaker and customers, offering solutions that facilitate and speed up users’ daily lives
Mercedes-Benz do Brasil now has a new intelligent service support via WhatsApp exclusively for the brand’s truck and bus customers. The official launch of the service took place during Fenatran 2024. Under the name ZapBenz, the intelligent integration implemented by Yalo aims to ensure greater agility and convenience in order to enable quality interactions at any time, such as: locating Mercedes-Benz dealerships, acquiring training, Parts and Service solutions, accessing on-board manuals, activating assistance services and even purchasing products licensed from the Mercedes-Benz Trucks Collection, all available 24 hours a day. And if the customer needs human assistance, simply access customer support from Monday to Friday, from 8am to 6pm.
The presence of intelligent agents in the tool’s integration will soon allow new functionalities in addition to the availability of agile support with information and services, enabling the system to learn all the particularities of each client’s business.
Through the use of AI, the channel will be able to provide user behavior analysis, which will facilitate the offering of accurate and personalized solutions, ensuring customer satisfaction and building a much closer relationship.
According to João Marques, Customer Success Manager at Yalo, there are several indicators and tools used to carry out monitoring and it is from these that integrations with the public are built through real-time data on the entire process. “With this project, Mercedes will not only offer a current and intelligent service, but also better understand the behavior of its users. This makes it easier to offer increasingly personalized solutions and services, ensuring customer satisfaction and building a long-term relationship”, he explains.
Conclusion “The roads speak and Mercedes-Benz delivers”
ZapBenz is a new form of relationship capable of identifying the user’s problem at the end and providing an efficient and quick response. “The new services in the 2025 portfolio reinforce the commitment that everything the brand brings to the market is the result of what is requested by customers. After all, the roads speak, Mercedes-Benz listens and brings the solution”, concludes Jefferson Ferrarez, vice president of Sales, Marketing and Truck Parts & Services at Mercedes-Benz do Brasil.
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**Interview with João Marques, Customer Success Manager at Yalo, on the Launch of ZapBenz**
**Editor:** Thank you for joining us today, João. Mercedes-Benz recently launched ZapBenz, an intelligent service support system via WhatsApp for truck and bus customers. Can you share what inspired the creation of this service?
**João Marques:** Thank you for having me. The inspiration behind ZapBenz stems from our commitment to enhancing customer service. We recognized the need for a more agile and convenient way for our customers to interact with Mercedes-Benz, and with the growing popularity of messaging apps like WhatsApp, it made sense to develop a solution that integrates directly with customers’ communication preferences.
**Editor:** That makes a lot of sense. Can you elaborate on the types of services customers can access through ZapBenz?
**João Marques:** Absolutely. Through ZapBenz, customers can locate dealerships, purchase training and parts, access on-board manuals, activate assistance services, and even shop for licensed products from the Mercedes-Benz Trucks Collection, all available 24/7. For more personalized needs, we also offer human assistance during business hours.
**Editor:** It sounds like a comprehensive tool. You mentioned the use of AI in this service. How does that enhance the customer experience?
**João Marques:** The AI integration is a game-changer. It allows our system to learn from user interactions and analyze behavior patterns. This means we can offer personalized solutions tailored to each customer’s needs, ultimately driving greater satisfaction. It’s about building a deeper relationship by understanding what our customers require.
**Editor:** Customer satisfaction is crucial for any brand. How does ZapBenz contribute to maintaining long-term customer relationships?
**João Marques:** ZapBenz not only provides quick and efficient responses but also makes it easier to identify and address user problems. By incorporating real-time data and customer feedback, we can adapt our services continuously. The goal is to ensure that every interaction adds value, solidifying a long-term partnership with our customers.
**Editor:** Last but not least, what feedback have you received since the launch during Fenatran 2024?
**João Marques:** The response has been overwhelmingly positive. Customers appreciate the ease of access to services and information anytime they need it. It’s clear that we are on the right track by listening to our customers and evolving based on their needs. We view this as just the beginning, and we’re excited about the future possibilities of ZapBenz.
**Editor:** Thank you, João, for your insights into this innovative service. It’s exciting to see how technology is reshaping customer support in the automotive industry.
**João Marques:** Thank you for having me. We’re thrilled about the impact of ZapBenz and look forward to seeing how it benefits our customers!
