Audi launches WhatsApp service to answer EV questions

Audi UK has designed a new tool to help drivers transition to electric with its e-tron Concierge Service.

The tool uses the messaging app WhatsApp and allows customers to pose questions and expect to receive a response to their message within minutes from a specially trained EV expert between the hours of 8am and 9pm, seven days a week.

Since late September, the service has been rolled out to customers who have placed an order for an Audi e-tron. Each individual will receive an email notification about the service inviting them to start a chat. Answers to any questions they may have are then provided by a member of the EV expert team. Photos, voice recordings and videos can also be added to the chat to accompany these individual queries. Audi e-tron customers who are not already using the service can enquire about getting access by emailing etronenquiries@audi.co.uk.

Explaining more about the rationale behind the service, Director of Audi UK Andrew Doyle said: “We fully understand that making the transition to a fully electric car can potentially give rise to new questions that may not have been considered before, and therefore an appropriately user-focused option was required.

We also know that our e-tron customers are always switched on and appreciate the added convenience its many digital services such as Amazon Alexa, natural language voice control and the myAudi app already offer, which is why the e-tron Concierge is an ideal extension of that hassle-free approach to communication outside of the car.”

Using WhatsApp as the communication channel ensures a quick, simple and highly personal service that is also time-efficient for the customer and provides a lower ‘barrier to entry’ than other social platforms which separately require individual user accounts to be setup and other details to be shared before conversations can take place.

Already the e-tron Concierge service has proven to be extremely popular, with owners asking a variety of questions from access to charging points at Audi Centres, to e-tron specific accessories and other considerations such as winter tyre availability. Valuable feedback on the cars themselves and the service will also be used by Audi UK to further hone the premium e-tron ownership experience.