Before the Covid-19 lockdown happened in March, walk-ins were quite commonplace in car dealerships even though most were already operating beyond their full daily capacity due to the sheer number of cars requiring periodic maintenance.
But because of the limited operations of car dealerships and service centers during the various community quarantines imposed in different parts of the country, car brands needed to find ways to reach out to their customers. This is to ensure that their vehicles are still serviced regularly and kept in their optimum operating condition.
With the current Modified Enhanced Community Quarantine and General Community Quarantine measures in place, car owners are required to book an appointment first prior to proceeding to the dealership. While this can be done over the old-school landline, many brands have resorted to using technology and social media channels to connect with their customers. One adapter is Mazda Philippines.
The premium Japanese brand recently introduced a faster and more convenient way for its customers to book their Preventive Maintenance Service (PMS) appointments with their preferred dealerships.
The new “Schedule Service Appointment” function of the Mazda Philippines Facebook Messenger account now lets customers select the Mazda service center of their choice and book a PMS appointment directly with the dealership.
The process takes a few easy steps to complete. First, customers who start a chat in Mazda Philippines Facebook Messenger account will be welcomed by a chatbot. The customer can direct the chatbot to initiate the booking process where it will present a list of Mazda showrooms from which customers may choose their servicing dealership.
Second, upon clicking the dealership of choice, customers will then be redirected to the respective Facebook homepage of the dealership.
And third, customers may then click the “Book Now” button and proceed with setting their PMS appointment.
And to make the whole process even more convenient for Mazda customers, this new chatbot feature is made most accessible through their mobile phones. Desktops may also be used to make appointments provided the browser’s pop-up blocker is disabled.
“We are continuously finding ways to make our signature Mazda service be more convenient and accessible to our customers,” says Steven Tan, president, and CEO of Mazda Philippines. “We are one with our dealership network in making sure our customers remain safe and healthy. Through this new function, we are providing a faster and easier method for our customers to reach out to our dealers who continue to work tirelessly to ensure Mazda vehicles remain reliable mobility partners during these uncertain times.”
This is one easy way for Mazda customers to catch up with the servicing requirements of their cars which have been pushed back by ECQ and GCQ measures.
For brand new Mazda car owners, they can still enjoy the savings and benefits of free PMS, which includes the cost of oil, parts and labor for either the first three years of ownership, or up to 60,000 kilometers odometer distance, whichever comes first. Now, they have an easier and more convenient way to get this done.
Mazda Philippines has been at the forefront of after-sales service in the local automotive industry after being ranked #1 twice in the 2016 and 2019 J.D. Power Customer Service Index Study. Along with this ingenious innovation that lets its customers reach out directly to the dealerships, Mazda Philippines aims to continue providing the best service available to their loyal fans for years to come.
Motoring and motorsports are two of Mikko’s greatest passions. Combining more than twenty years of professional automotive photography and videography experience with years of touring car racing competition, and a deep understanding of the car industry, from both the manufacturers’ and consumers’ points of view, have given him a unique and insightful perspective in the motoring beat.