Johannesburg – Mahindra South Africa has introduced a new 24 hour WhatsApp based customer response system aimed at reducing waiting times by allowing motorists to contact the manufacturer directly, though it remains unclear whether the service will be extended to the Eswatini market.
The initiative, known as Great Value Great Service, gives customers access to Mahindra’s official head office WhatsApp number, 012 661 3161, bypassing traditional call centre channels. The company says the move is meant to improve responsiveness and ensure quicker handling of customer concerns.
Mahindra South Africa chief executive officer Rajesh Gupta said the programme is part of the brand’s strategy to strengthen customer relations beyond product sales. He said the company sees its future growth as being tied to how well it listens to customers, responds promptly and resolves issues in a transparent manner. 
According to Mahindra, customers facing any challenge can send a message via WhatsApp, after which the company’s internal systems are activated to acknowledge the matter within 24 hours. While some cases may take longer to fully resolve depending on their complexity, the company says the process of working towards a solution begins within the promised timeframe.
Gupta said every customer escalation received through the platform will be tracked until it is resolved, adding that the system is meant to reinforce Mahindra’s commitment to value and dependable service.
In Eswatini, Mahindra vehicles continue to gain traction among private owners and fleet operators, but the local dealership has not yet confirmed whether the South Africa based WhatsApp response system will apply to customers in the Kingdom.
