About the Customer

Jungheinrich Türkiye is one of the leading companies in the intralogistics industry, providing forklifts, warehouse equipment, and material handling solutions. As customer interactions through digital channels continue to grow, the company has strengthened its WhatsApp customer communication infrastructure with Exairon to deliver faster, more efficient, and seamless sales and after-sales experiences.

Smarter Customer Communication with WhatsApp

With Exairon, Jungheinrich Türkiye now manages its WhatsApp customer communication processes through a single, centralized platform. This enables the company to deliver a faster and more efficient experience for both new customer acquisition and existing customer engagement.

Customers who reach out through Meta Click to WhatsApp advertisements or respond to WhatsApp marketing campaigns are first welcomed by an AI-powered virtual assistant. The virtual assistant analyzes each customer's request through a natural conversation, identifies their intent, and directs the conversation to the appropriate workflow.

This allows customers to receive an immediate response from the very first message while ensuring that their requests are routed to the right business process without requiring manual intervention.

Intelligent Routing Powered by AI

Exairon's AI-powered conversation flows automatically analyze customer requests and classify them based on their intent.

Sales inquiries are routed to the appropriate sales representatives, while service-related requests are directed to the relevant service teams. Based on the information collected during the AI conversation, automated WhatsApp notifications are sent to the responsible team members, enabling customer requests to be reviewed and handled without delay.

This approach allows customers to reach the right experts more quickly while helping internal teams focus only on requests related to their areas of expertise, improving overall operational efficiency.

AI-Powered WhatsApp Marketing

With Exairon, Jungheinrich Türkiye not only manages inbound customer conversations but also centrally operates its WhatsApp marketing and campaign communications.

When customers respond to promotional WhatsApp messages, the AI-powered virtual assistant immediately engages with them, identifies their interests, and routes them to the appropriate sales or service process.

As a result, WhatsApp becomes more than just a messaging channel—it becomes an active part of customer acquisition and customer engagement strategies.

AI + Human Hybrid Customer Experience

Exairon combines AI-powered automation with human expertise to deliver a more efficient and seamless customer experience.

The AI handles the initial greeting, understands the customer's request, collects the necessary information, and automatically notifies the relevant teams. Whenever personalized assistance is required, the conversation is seamlessly transferred to the appropriate sales or service representative together with the full conversation context.

This hybrid approach allows customers to continue their journey without repeating information, while representatives can immediately engage with complete visibility into the customer's previous interactions.

Centralized WhatsApp Operations on a Single Platform

Exairon enables Jungheinrich Türkiye to manage all WhatsApp customer communication through a single, centralized platform.

AI conversations, live agent interactions, customer routing, and team notifications are unified within one interface, simplifying day-to-day operations and improving collaboration across teams.

This centralized structure enables faster response times, stronger operational visibility, and a more consistent customer experience throughout every stage of the customer journey.

Results

By leveraging Exairon's AI-powered customer communication platform, Jungheinrich Türkiye has transformed its WhatsApp-based sales, marketing, and customer engagement processes into a faster, more efficient, and highly scalable operation.

Customers arriving through Click to WhatsApp advertisements or responding to WhatsApp campaigns are instantly welcomed by AI, their requests are analyzed, and they are automatically routed to the appropriate sales or service teams.

Today, Exairon's AI + Human hybrid architecture and intelligent WhatsApp automation continue to help Jungheinrich Türkiye deliver faster, smarter, and more seamless customer experiences across its digital communication channels.