AutoChat puts user feedback in the driver’s seat
At AutoChat, user feedback drives our continuous improvement process. Whether it’s from customers using AutoChat Web or employees engaging with AutoChat PRO, insights from real users ensure that our platform remains agile and effective. In this article, we’ll explore how feedback is gathered, analysed, and implemented across both versions of AutoChat.
Fine-tuning through feedback
Feedback is at the core of how AutoChat evolves. We’ve integrated easy-to-use feedback mechanisms in both AutoChat Web and AutoChat PRO:
- AutoChat Web: embedded on dealership websites, this version engages with customers. If users leave the chat early, they are prompted to provide feedback.
- AutoChat PRO: designed for internal use. This knowledge base for dealership employees allows staff to share feedback after each interaction via the dashboard.
These mechanisms ensure that we consistently hear what works and what can be improved, although feedback is currently analysed manually, without AI-driven processing.
Under the hood: how AutoChat analyses feedback
Once feedback is submitted, it’s routed to our team via Slack for manual review. While automation could streamline this process, we prioritise human oversight to fully understand each submission. Feedback that could benefit multiple users is flagged for inclusion on our development roadmap, available publicly on our website. Critical issues are addressed urgently, and we contact users directly when necessary.
Revving up for change
The speed of implementing changes depends on the complexity of the request. Minor fixes, such as text updates, are handled quickly. Larger feature requests undergo careful evaluation before being added to the roadmap.
For example, we improved AutoChat Web’s scrolling feature to make it clearer for users. In addition, we refined multiple-choice answers based on feedback, ensuring more relevant responses for all users.
Keeping users in the loop
Transparency is essential, and we ensure users are always informed about the latest updates. From small tweaks to major enhancements, all improvements are clearly documented. Users can easily track these changes through our regularly updated release notes, which offer detailed summaries of new features and fixes.
Customer support with a focus on feedback
At AutoChat, feedback is actively managed by our support team. A dedicated team member reviews submissions regularly, and our service desk assists with complex issues that need further investigation. We also hold regular feedback meetings with customers to discuss their experiences and future needs.
Roadblocks and solutions
When bugs are reported, we prioritise fixing them as quickly as possible. Feature requests are evaluated based on their relevance and added to the development roadmap when deemed beneficial for multiple users. This roadmap allows customers to follow the progress of upcoming changes.
The road ahead
At AutoChat, we continuously update contextual knowledge files based on feedback. This ensures the platform remains accurate and relevant. Updates, driven by user input, are released regularly and apply to all users.
Customer feedback drives AutoChat’s evolution
AutoChat’s commitment to feedback is unwavering. Whether through manual reviews or updates driven by user insights, customer feedback is at the heart of our platform’s development. Our goal is to ensure AutoChat Web and AutoChat PRO stay effective, efficient, and responsive to user needs.
Do you want to stay updated on what’s coming next? Check out our roadmap for all the latest features and improvements! If you’re ready to see how AutoChat can enhance your dealership’s customer service or internal processes, contact us today for a demo and experience the platform in action.
