Volkswagen microsite more transparent

VOLKSWAGEN has detailed a new smartphone-oriented microsite that will provide new car purchasers with up-to-the-minute tracking of their vehicle’s delivery status.

Dubbed Welcome Experience, the customer onboarding interface aims to provide SMS and email updates when a new vehicle is produced and in transit, as well as how to use new technologies in a specific vehicle along its delivery journey.

Speaking to media gathered for the Electric Avenue forum in Sydney recently, Volkswagen Passenger Vehicles head of product Michelle Rowney said the service is about making customer communication as transparent as possible.

“Everyone in this industry has had a really tough few years in terms of struggling with supply. It’s been a difficult environment in which to make decisions and we’ve had some tough decisions to make,” she said.

“But one thing that’s been really great at Volkswagen is that our approach has always centred around transparent communication and solutions that have kept our customers at the heart of our decisions.

“Last year, we launched the timings (of vehicle deliveries) on our website configurator which we updated weekly, so people were really clear on how long it’s going to take to get the Volkswagen they want.”

“But times are different, and now it is the norm to wait for a car rather than get one almost straightaway. So, we wanted to go even further as a brand and do more to keep our customers updated and provide them with an experience that matched our products.”

Ms Rowley said the Welcome Experience will detail “in a more meaningful way” updates on where a customer’s vehicle is within the build and delivery process, providing up to 11 updates along the way.

Welcome Experience is accessed via a dedicated URL meaning buyers may interact with the service as frequently as they wish, while still receiving regular notifications as to the status of their vehicle’s arrival via SMS or email.

“Launching last December, Welcome Experience is a new customer onboarding experience whereby customers will receive more meaningful updates as to where their car is from the factory, all the way to delivery,” she explained.

“We’re expanding the number of communications from five to 11, and it will be available by both email and SMS for the first time.

“Linking the web experience with the mobile interface, customers will be able to view exactly where their car is in the delivery process and learn about all the new technology features that they will soon come to experience in their new car.”

“Also, for the first time, an estimated shipping arrival and when the car is expected to arrive on Australian soil. This is the first iteration of a multistage owner’s portal which will go on to include various other owner’s tools in the future.”

Volkswagen Group Australia will begin offering the service as part of new vehicle purchases from 22 December 2022.