How dealerships can win more customers by removing repetitive steps_

Last Updated : February 3, 2021 — Sales

TL;DR: When you think Chatbots you think of customer-facing automated conversations. But that’s about to change. With Web1on1’s custom built automotive messaging platform, users and client facing bots are aided by chatbots that speak with and pull information from your dealer management system.


Gone are the days of repetitive steps during customer journeys, asking customers questions that you’ve already got the answer to somewhere and lengthy processes.

The other day I booked my Nissan Juke in for a service and MOT (and a couple costly repairs that are still too painful to talk about). I booked my car in via the website of the same service centre I always use. And without fail, I was taken down a booking journey that asked me the same questions I’m asked each year:

• “What’s your reg number?”
• “Which make and model is your vehicle?”
• “What’s your contact details?”
• Etc…

We’ve all been there. Only this time it got me wondering…

Why do we have to answer the same questions each time we interact with a business we’ve spoken to before? Especially when nothing has changed (… apart from my mileage in this scenario 😅)

Surely there’s a way to identify customers with 1 or 2 questions and then pull my previously provided details? It’s that painful friction that led us to ChatOps.


What is ChatOps?

And how can you implement it to improve your customer journeys?

Put simply, ChatOps is what we call chatbots that speak with your internal systems in real time to input or extract information.

And with the duo stream conversations built into Web1on1’s automotive messaging platform you can implement ChatOps to aid in live conversations. While most of us are used to thinking of chatbots as front-facing automated conversations, with ChatOps we flip it on it’s head.


Picture this

You run a service centre and somebody is messaging in real-time with your team to book in a repair.

Normally that team member would have a conversation that goes like this:

• Ask for vehicle details and personal information
• Enquire about the needed repair
• Log into your workshop planning software
• Find an available slot
• Jump back into the conversation
• Relay that slot back to the customer…

…and then go back and forth until a convenient time is found and the customer is happy to go ahead.

And if you’re running a successful workshop this will probably happen multiple times a day (or hour!).


The solution?

With ChatOps you can create chatbots that follow the conversation your teammate is having with the customer. Once the chatbot identifies a vehicle registration number or repair request in the conversation it’ll ping the system to pull-up the customer’s details and share a list of available slots with your teammate (via the duo stream panel) before they’ve even had a chance to open a new window.

The same principle can be applied to a host of other use cases:

• Searching and recommending a vehicle
• Booking a car viewing
• Order or repair history
• Finding car details 😉

The possibilities are endless.

When it comes to ChatOps, chatbots are just as relevant for optimizing your operations and processes as they are for communicating with customers. And when you combine system facing chatbots with customer engaging chatbots (meta 🤯) delivering great conversational experiences has never been efficient and scalable.

Give it a try today with some of our pre-built and ready to use process bots and start making your dealership conversational.

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