Mercedes-Benz in the Middle East becomes the first automotive brand in the world to adopt Facebook Messenger Chatbot technology

Press release
Published August 24th, 2016 - 06:55 GMT
The first automotive brand in the world to adopt Facebook Messenger Chatbot technology
The first automotive brand in the world to adopt Facebook Messenger Chatbot technology

In an effort to continue delivering the best service to customers and in the line with the brand’s DNA as a technological pioneer, Mercedes-Benz Cars Middle East has launched a Facebook Messenger Chatbot that provides quick and easy access to information through question and answer messaging over chat. This makes Mercedes-Benz the first automotive brand globally to go live with Facebook’s Messenger Chatbot service, which allows users to book test drives, explore the latest model range and more – just by chatting.

Mercedes-Benz recognizes the importance of providing effective real-time customer service, and has harnessed this latest development in technology to add one more touchpoint for its customers and fans. Through the tech device, the luxury car manufacturer can also gain additional insight into customer needs and deliver relevant curated information.

“We're delighted to connect and communicate with our Facebook community directly through Messenger – with one billion active people using this service each month worldwide, it is the obvious choice for Mercedes-Benz to stay connected with its community in real-time," says Lennart Mueller-Teut, Head of Marketing & Communications, Mercedes-Benz Cars Middle East. “With this new feature, exploring our vehicle range and booking a test drive has become as convenient as chatting with a friend on Facebook Messenger. We are excited to be the first automotive brand worldwide to adopt this technology, and to add another dimension to our personalized customer service.”

Facebook Messenger users can connect with the bot by searching for Mercedes-Benz Middle East on Facebook or Messenger and clicking on ‘Message us’. Catering for a unique customer service, the feature is also bilingual, available in English & Arabic. The bot enables natural conversation with the brand and makes interaction fun and efficient. The bot assists users in exploring the full range of Mercedes-Benz cars and can instantly book test drives, and even recommend Mercedes-Benz models accordingly to the users’ personalities and preferences.  Users can choose to receive notifications on new car launches and exclusive events – directly through the messenger.

A Facebook spokesperson commented: “The automotive industry has been one of the top contributors on Facebook in terms of popular and engaging content, attracting high numbers of followers and driving dynamic engagement. So it is no surprise that an automotive brand like Mercedes-Benz which has such an active following both regionally and globally should employ one of the newer tech innovations on our platform to amplify their customer service engagement.” 

Background Information

Daimler AG

We are one of the biggest producers of premium cars and the world's biggest manufacturer of commercial vehicles with a global reach. We provide financing, leasing, fleet management, insurance and innovative mobility services.

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Mitali Khanwani
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