In the middle of the pandemic, many firms turned to the fight against the virus. Some chose to transform their factories and create respirators, as Seat did in Martorell. Others gave their fleet of vehicles to the most necessary services, such as assistance or transfer of patients. Lexus chose to make life easier for us at home , the only duty we had in the most critical moments of this 2020. Toyota’s premium firm is characterized by its respect for Japanese traditions, from which it draws to breathe essence and spirit to your vehicles. The term Omotenashi is what they use to talk about the connection they seek with their customers, present both in the interior of the car and in the business relationship that is established. An objective that they continue to pursue with the launch of Lexus Livechat, a live, online service platform offered by the firm’s dealers.
The word Omotenashi comes from a Japanese proverb that translates to hospitality but is rather the “ once in a lifetime opportunity ” to take care of each client with respect and kindness. From Lexus they defend that, from the first moment of contact, the experience must be extraordinary. For this reason they seek excellence in customer service, something that they have been fulfilling since their appearance in Europe thirty years ago. They started that road with the Lexus LS 400 (1990), a vehicle that many of us remember for breaking the barrier of comfort, technology and performance of the sedans of that time. Later they bet on the SUV segment with the RX 400h and did it in their own way, being the first SUV with self-charging hybrid electric technology. Now they want to continue innovating and, after the months that we have lived, what better way than to do it in the virtual world?
Virtual excellence
If the coronavirus has shown us something, it is the possibilities that we have created through digitization. Thanks to technology we have been able to share unique moments, video calls, online games and not feel the emptiness of sheer boredom . That is the tool that Lexus will use in its Livechat, implemented on its website and that will be able to take the dealership to any home. Thanks to the digital connection, you will be able to visit, meet and discuss any questions with a brand expert , from the device that best suits your needs.
This new relationship, interactive and in real time, will be carried out with the closest advisor and via audio, chat or video call, as the client prefers. You can make all kinds of inquiries, both models and their equipment and even exchange the necessary documentation in case of purchasing. If you prefer not to get in touch at first, Livechat will guide you through the website to find the information you need. In this way they prevent you from feeling harassed, something important to be able to offer the service and hospitality of which they want to be a reference . If there is something that Lexus regular customers stand out, it is its quality of service and, in this commitment to technology, it will be no different.
