Case Study: Panasonic boosts support NPS and scales multilingual messaging with Quiq

Panasonic scales support across 13 markets with Quiq in 6 weeks

Panasonic Marketing Europe GmbH faced a significant challenge in scaling its customer support across 28 European countries and 23 languages. Their existing off-hours email channel was inefficient and lacked modern features like photo sharing, while their CRM provider had failed to deliver a promised WhatsApp integration for over a year. They partnered with the vendor Quiq to implement a modern messaging solution.

Quiq deployed its conversational AI and messaging platform, integrating it with Panasonic's existing CRM. The solution launched WhatsApp support in just six weeks, using AI agents to handle routine queries in 12 languages and equipping human agents with real-time translation tools. This resulted in a net promoter score (NPS) of over 75, making it the company's highest-rated support channel. The implementation also doubled post-chat survey completion rates to 20% and enabled faster diagnosis of hardware issues through native photo sharing.

Panasonic