Toyota launches IM chat for service queries

Toyota Material Handling UK becomes the first UK materials handling sales and service organisation to enable customers to chat directly to a team member online.

The Chat Centre, which is accessible from the UK corporate website (www.toyota-forklifts.co.uk), is available during standard working hours and offers visitors to the site three options of making contact with Toyota: chat, email and telephone.

Tony Wallis, operations director Toyota Material Handling UK said:
"Some enquiries are more urgent than others and need a more immediate response than an email can deliver, not everyone likes to make enquiries by phone. Our new Chat Centre gives website visitors the chance to make immediate contact with a member of the Toyota team, just like a phone call but at their own leisure while using the computer."

The Chat Centre has been in a testing stage on key web pages since September but has now been made accessible from within the whole site.

Tony added: "During the testing stage we found that some types of enquiries are more common than others, with most visitors asking about specific parts or short-term hire options, we have therefore tailored teams to support enquiries. During the coming months we will be able to track which departments are most in demand and with a real focus on customer relations we will be able to ensure our teams are more accessible to our customers through instant chat. We are also hoping that this will encourage those who may not have made contact with us in the past, to get in touch."