Toyota extends forklift service to online chat

The chat centre, which is accessible from www.toyota-forklifts.co.uk, is available during standard working hours and means customers now have three options for contacting Toyota: chat, email and telephone. Tony Wallis (pictured), Toyota's operations director, said: "Some enquiries are more urgent than others and need a more immediate response than email can deliver, not everyone likes to make enquiries by phone. Our new chat centre gives website visitors the chance to make immediate contact with a member of the Toyota team, just like a phone call but at their own leisure while using the computer." The Chat Centre has been undergoing tests since September, during which time, says Wallis, Toyota was able to ascertain the types of enquiry and has established response teams accordingly. "During the coming months we will be able to track which departments are most in demand and with a real focus on customer relations we will be able to ensure our teams are more accessible to our customers through instant chat," he added.