Search
Viewing posts categorised under: AutoTEXT

Frustrated Service Advisors Equals Frustrated Customers

Posted by Nicole Diemert in autoTEXT | 0 comments

12.11.18

Providing a Texting Solution can help your Service Advisors with unnecessary daily challenges

Your Service Advisors are part of the life blood of your Service Department. They are generally the first line of communication with your Service customers, and are expected to keep your customers informed and happy. Not to mention also being able to recommend additional services when needed and help increase the overall Service Department ROI.

Yet, every day, your busy Service Advisors are faced with a multitude of challenges that prevent them from fulfilling all of these duties to their best ability. Some of these daily challenges are:

  • keeping customers informed throughout their repair process
  • not being able to quickly reach a customer if they need a quick response
  • missing customer calls if they have to step away from their desk
  • not being able to easily inform customers of any unexpected or additional work that may come up
  • dealing with inconvenienced or frustrated customers and customer complaints

Texting can address these challenges

Overcome all of these challenges by implementing a texting solution that all of your advisors can seamlessly use.

A texting platform will keep your customers informed throughout the entire repair process — from Service Reminder to check in, and service completion to Service Follow ups.  Don’t get stuck playing phone tag or leaving voice messages that go unheard. Customers find it hard to take a phone call or check email if they are in meetings or hard at work. But they will be able to check a quick text message — 98% of the time to be exact!  Over 98% of text messages are read, and 95% of those are read within 3 minutes. If you’re needing a quick response from our customer, texting is your best option.

Texting works both ways. If your customer has a quick question or note, they can easily reach you by texting you directly. You won’t miss their phone call. And they won’t get stuck on hold or routed to the wrong Advisor. With the addition of a texting platform, your advisors voice message inbox will decrease significantly! If unexpected repairs are needed, what better way to inform your customer then by sending a picture directly to their phone. Advisors can send images or videos of the damaged part or area that requires repair to let the customer instantly see what is needed. As the saying goes, ‘Seeing is believing’. This will allow them to make a timely decision and provide that needed repair approval to go ahead.

Additional benefits of adopting a texting platform

On top of relieving all of these above noted challenges, a texting solution also:

  • saves advisors time by reducing the number of voicemails that they would need to send or check
  • creates trust and customer satisfaction with the ability to provide frequent communication and transparency
  • helps your dealership service more cars and service them faster as it significantly speeds up on hold time and turn around for customer approvals
  • increases Service Department ROI for additional required work. Customers are more visual. The ability to send images instantly provides more confidence and trust then a verbal phone conversation would provide.

With texting, Advisors can provide that extra level of customer service greatly needed in today’s fast-past industry. Staying current and competitive is an absolute must!  Integrating an effective texting solution will both reduce your Service Advisor’s frustration levels, making them a more productive and positive employee, AND increase your customer’s overall satisfaction and service experience.  Now that’s a win-win for everyone!

VenueVision’s autoTEXT solution is designed specifically to address all of these Service Department challenges and more. If you’re looking to improve your overall communication and provide a greater level of Customer Service, contact VenueVision for a demo to see how autoTEXT can improve your Service Department.



Texting has become the new standard for customer communication

Posted by Nicole Diemert in autoTEXT | 0 comments

25.07.18
autoTEXT texting

It’s no new revelation — in today’s modern world the average person looks at their cell phone 46 times during the day. And that number is probably on the low end for a lot of busy people. Texting has quickly become the platform that people across all generations are accustomed to and comfortable with. Isn’t it time that you reach your customers where they want to be reached?

Nearly 90 percent of consumers prefer communicating via text messaging, but unfortunately only 48 percent of business currently offer text messaging services. Texting is the new standard for customer communication. If your dealership is not currently offering texting to your customers, you could be losing them to the competition.

Texting is a fast, effective way for service departments to communicate, receive faster approvals (and in turn, shorten the vehicle repair cycle), enhance customer satisfaction and shop productivity, and increase customer loyalty and retention. When used properly, it can even help you sell more services and repairs to mobile customers. It’s no secret that service retention is critical to dealership profitability. In turn, being able to provide enhanced customer service experiences will help generate long-term loyalty and customer revenue.

Texting can keep your Service Department current and competitive

VenueVision’s autoTEXT is an innovative text messaging tool for the automotive industry. Simplifying communication with customers and shortening the vehicle repair cycle, autoTEXT can increase your service department’s profitability and enhances your overall customer service experiences. And when combined with real-time DMS Integration it can be even more powerful. It can save your service advisor time as it allows them to pull up customer information details. The Dynamic Repair Status Link, unique to autoTEXT, provides your customers a direct real-time link to the repair status of their vehicle. Integration provides the ability to automatically text your customers at certain intervals throughout the service repair process. autoTEXT makes sure nothing is ever forgotten or overlooked. And with instant desktop and email alert notifications, your team will know immediately when a customer messages your dealership so you will never miss a message.

Top 10 benefits that autoTEXT can provide:

  1. Send automatic, personalized text messages to remind your customers about their upcoming service appointments, seasonal specials or manufacturer recalls.
  2. Send notifications about additional work needed, accompanied with images or quotes
  3. Receive faster approvals from busy customers, which will speed up your service repair times and free up your service bays
  4. Increase overall customer service experience with providing fast communication that works with your customer’s busy day when it is difficult to take phone calls or check emails
  5. Customer can directly text their Service Advisor for updates and questions and have a full 2-way text conversation
  6. Text customers to let them know their vehicle is complete and provide payment options
  7. Send follow up messages to thank customers for their business and provide short surveys to collect customer feedback
  8. All text conversations are date and time stamped and full conversation history is available to view, print or download
  9. Eliminate costly cell phone plans and purchase of work devices, autoTEXT is web-based and can be accessed on any desktop, tablet or mobile device
  10. Full transparency into conversations between all employees and customers to ensure optimum customer service

And that’s just ten of the benefits and features! To see how autoTEXT can benefit your dealership, schedule an online demo today.


READ OTHER LATEST POSTS