Deliver the perfect servicing experience with conversational car servicing_

Last Updated : December 14, 2020 — Service

A frictionless experience from appointment booking to payment with WhatsApp for car servicing.
Download the ultimate dealers guide to implementing WhatsApp for businesses

 

75% of consumers prefer messaging as a channel

That’s a stat which is hard to ignore. Today’s consumers prefer messaging over phone calls. So it’s no surprise that more and more dealerships are introducing automotive messaging as a channel for their customers. But just like implementing a phone system, adopting messaging is a process that requires mapping out to be successful.

 

How implementing WhatsApp Business resembles a phone system

Customer Journeys
Identify all the reasons customers may contact you via WhatsApp and ensure you’ve got flows mapped out for each as well as a handover process should you need to transfer the conversation.

 

Filtering
If you have a phone system then chances are you have an IVR or telephone specialist to direct calls to the right department. The same can and should be set-up for messaging. Ensuring conversations are directed to the right person is vital.

 

Agent routing processes
What happens when the phone rings for 30 seconds with no answer? Does it forward to another colleague or keep ringing until someone answers? Call routing is one of the first steps you consider when implementing a phone system and messaging is no different.

Decide on where messages should go to when they come in and what should happen when they’re not picked up within a certain timeframe. And unlike a phone conversation where consumers will find themselves repeating their story each time they’re transferred, if they’ve messaged before you can set up previous conversations to also be routed to the newly assigned agent.

 

Agent training
By now everyone knows how to use a phone. It’s pretty straightforward. But as is the case with phone calls, there are tried and tested ways to deliver great digital conversations to your customers. Understand the full capabilities of your automotive messaging platform and design the conversation techniques you want your team to adopt. Ensure you follow the messaging best practices to get the most from your messaging channel.

 

Integrations
Your phone system is most likely linked to your CRM for client recognition and communication logging. To deliver a seamless conversational experience your messaging platform should be integrated with the relevant business tools.

 

Service Levels
Your customers expect a certain level of service when they phone into your dealership. Anticipate the same when it comes to WhatsApp and agree on the right service levels for your new contact channel.

 

What you can do with conversational car servicing

From scheduling a service through to repair approvals and payment collection. The whole car servicing experience can be delivered via conversation.

 

Customer
Hi there! I was wondering if I could drop my
car at the garage this afternoon. Is there a key box?

Dealer X
Good day. Yes there is!

Dealer X
Just park your car in one of the available parking spaces,
there should be plenty.

Dealer X
Then drop your keys in the key box (the one with a key icon
on it) 2 metres to the right of the main entrance

 

This information is captured in your company knowledge base. All information, like special offers and campaigns, is presented to agents proactively. At the same time, it’s a database that’s easy to search as Google.

 

 

Customer
Great thanks. One more thing: I found out yesterday
that the front right indicator isn’t working.

Customer
Could you tell the workshop?

Dealer X
Got it.
You drive a 2011 Volkswagen Golf, is that correct?

Customer
Yes, that’s right! Perfect, thank you

Dealer X
You’re very welcome. Have a nice day!

 

It’s super-easy for the agent to access all previous information provided by the customer. This way the customer doesn’t have to repeat any details.

 

“7 out of 10 customers would rather chat with your business on WhatsApp (or any messaging app) than make a voice call”

 

The benefits of WhatsApp for dealers

• Engage customers on the platforms they want
• Reduce back and forth phone calls
• Increase customer satisfaction and loyalty
• Faster repair approval
• Send vehicle images and videos in addition to updates
• Faster customer response times

 

Ready to implement conversational car servicing to your dealership?

Speak with a WhatsApp automotive specialist

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