Concept + Strategy + Art Direction + UX
Fiat faced a major challenge: low customer satisfaction due to delayed deliveries and poor communication from their sales team. But the solution to their problem came in an unexpected form: emojis and characters.
Fiat decided to give their cars a voice, and with the help of Whatsapp, they now reach out to customers in a human-like conversation, keeping them informed at every step of the delivery process.
With over 50 tones of voice based on vehicle model, customer gender and habits, and sale type (retail, corporate, rural producer), Fiat's new approach aims to create a closer and more empathetic connection between customers and their cars.
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