Kazutada Kobayashi, president and CEO of Canon India, said, "At Canon India, service is an integral part of our everyday operations and the backbone of our legacy in the country. Our service team, called Market Engineering ensures that we maintain constant communication with our customers from the point of purchase to throughout their journey with us. During these unprecedented times, brands must reinvent their service mechanism and utilise the digital platforms efficiently.”
According to Canon, the new applications aim to deliver end-to-end customer support. While the WhatsApp services have been introduced to assist customers with their queries in English, Hindi, Tamil, Malayalam and Bengali languages. “Putting our customers first, we are delighted to introduce the new first-ever service-centric mobile applications along with the WhatsApp services, which understand and manage their diverse requirements. Through our impeccable service outreach backed by the latest innovations across all product segments, we will continue to strengthen our commitment towards customer delight," he added.
Canon Care aims to aid printer users with service requests, cartridge procurement, extended warranties, locating the nearest service centres and download software. It will also enable the users to track their request status and schedule an engineer visit if needed. Through Mobile CMP, Canon will aim to cater to the service requirements of B2B customers by offering features like logging service call and view ticket history, toner requests, view contract period and machine life and request for renewal.
Rahul Goel, senior director, Market Engineering Centre, Canon India, said, "At Market Engineering, we continuously track the evolving trends in the industry to cater to the customer needs across the length and breadth of the country. To deliver services that complement the fast-paced lifestyle of our customers, we have developed Canon Care and Mobile CMP along with opening our services on WhatsApp platform-an AI-powered ChatBot, customers would no longer have to wait for long ques to book service request through call centres.”
He added, “The mobile apps will provide more flexibility and seamless value-added services for both B2C and B2B customers. These mobile applications will be available 24x7 as per customer's convenience, further strengthening their bond with Canon during the tough times. We are positive that this launch will be instrumental in reinforcing our commitment and further build a loyal customer base in India, who will be proud of their association with the brand. Our new Service offerings will bring us closer to our customers and help us to serve them better."
Mobile CMP and Canon Care are available on Google Play store. Customers can send their queries or raise service requests to Canon on its WhatsApp number – +91-91085-10853.