Case Study: Panasonic improves customer engagement and CX with Quiq WhatsApp messaging

Panasonic Forges its Own Path to AI for CX through WhatsApp

Panasonic Marketing Europe GmbH, part of the global Panasonic brand, needed a better way to support customers across 35 European markets in multiple local languages. To improve accessibility and customer engagement, Panasonic partnered with Quiq to add WhatsApp as a new support channel and integrate it with its existing CRM, alongside live chat and other digital messaging options.

With Quiq’s WhatsApp integration, live translation, and in-chat survey capabilities, Panasonic expanded messaging across markets and improved both agent efficiency and customer experience. The results included WhatsApp becoming Panasonic’s highest-NPS channel at 75+, 40% of customers completing post-chat CSAT surveys within WhatsApp, and doubled feedback uptake through conversational surveys, while centralised reporting enabled performance tracking across all markets from one UI.

Panasonic

Adam Neale

Head of CS Governance