Ford Authority

Ford Customer Experience Gets Major Overhaul In South Africa

Earlier this year, Ford Approved – a unique pre-owned showroom with modernized services – expanded across South Africa and was treated to a new, more intuitive website, all of which was done in an effort to improve the car-buying experience in that regard. Now, the Ford customer experience in that same geographical region is getting a major overhaul itself, with the automaker launching new customer experience channels and tools designed to make the process of shopping and servicing an automobile a bit more pleasant.

The first component of these Ford customer experience changes comes from the FordPass app, which has been updated to include live chat, telephone, email, or video chat, which gives owners multiple ways to contact the automaker should they have any questions or concerns, or even book a service appointment. The same goes for Ford South Africa’s website, which not only contains information on all of the vehicles its sells there, but also on-demand videos and other helpful content.

On the service side of the business, Ford’s new Express Service option can be completed within 60 minutes and is already active at the majority of Ford dealers around South Africa. Customers who need to wait longer than 24 hours for a repair will be given a loaner vehicle,  while the also-new Service Price Calculator located on FoMoCo’s webiste offers customers a more convenient way to calculate costs for those services.

Finally, buyers of the next-generation Ford Ranger and Ford Everest are getting a complimentary hands-on off-road training course designed to highlight the vehicle’s technology and capabilities in a controlled and safe environment, while the pickup and SUV will also soon begin receiving over-the-air updates designed to continuously improve both in a number of ways.

“At the very the top of the customer journey is Ford South Africa’s commitment to treat customers like family,” said Kuda Takura, customer experience manager at Ford South Africa. “This is central to all our efforts and has been the driving force for everything that we’re trying to convey at every point of interaction. We want to deliver best-in-class experiences and marry great products with a great service experience.”

We’ll have more on Ford’s operations from around the world soon, so be sure and subscribe to Ford Authority for 24/7 Ford news coverage.

Brett's lost track of all the Fords he's owned over the years and how much he's spent modifying them, but his current money pits include an S550 Mustang and 13th gen F-150.

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