Kia India Introduces ‘Kia Krystal’ To Augment Aftersales Customer Experience

Mobility Outlook Bureau
10 May 2024
10:38 AM
1 Min Read

This initiative aims to provide transparency and convenience to Kia owners, allowing them to engage with service processes remotely through the 'My Kia' app.


Kia India has unveiled its latest aftersales service initiative – ‘Kia Krystal’ to augment customer service experience by integrating advanced digital solutions such as video consulting and live video streaming of vehicle servicing.

Customers can now watch live streams of their car being serviced, interact with service staff via video calls, and receive detailed explanations and cost breakdowns directly on their smartphones.

Currently, the live consultation service is operational at its 237 dealerships across India, with 25 of these offering live streaming of the servicing process. The company plans to extend live streaming services to an additional 60 dealerships by the end of 2024. Feedback on the new services has been positive, reflecting a significant enhancement in customer satisfaction, a press release from the company said.

Hardeep Singh Brar, National Head – Sales and Marketing at Kia India, said, 'Our research showed that a majority of our customers prefer utilising Advance Pick and Drop Service or entrusting their vehicles to drivers for servicing. This often results in them not being present during the service, which can lead to potential dissatisfaction. With 'Kia Krystal,' we are dedicated to fostering trust and ensuring a customer-centric approach by enhancing transparency.'

Kia has consistently prioritised digital innovation in customer service, as evidenced by earlier launches such as Advanced Pick and Drop, various My Convenience programmes, the digital Kia Owner’s Manual, and the comprehensive ‘MyKia’ app.

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