Boost Dealership Efficiency with AutoChat: Proven Strategies for Success

AutoChat is designed to enhance efficiency in dealerships by increasing the volume of customer interactions handled while reducing operational costs. As a 24/7 digital assistant, it ensures your clients are supported even outside of working hours, when it often becomes the primary available channel. During regular business hours, AutoChat can also play a key role in managing high volumes of enquiries, making it an essential communication tool. While many customers instinctively reach for the phone, this may not always be the quickest way to get answers. In such cases, it’s crucial to guide them towards using AutoChat. Below, we’ve outlined some of our most effective, tried-and-tested strategies for doing just that.

1. Utilise Interactive Voice Response (IVR) and SMS Deflection Strategies

Dealerships can enhance customer service by implementing an Interactive Voice Response (IVR) system and SMS deflection tactics. An IVR system can encourage customers to use AutoChat before connecting to a live agent, offering prompts such as, “For faster service, you can chat with our digital assistant on our website,” or, “Would you like to receive a link to chat with our digital assistant for quick help?” This approach gives callers the option to switch to a more immediate channel without waiting.

Additionally, if the customer care centre is experiencing long wait times, weblink deflection can be employed. After a customer has been on hold for a certain period, an automated message might say, “Instead of waiting on hold, you can chat with our digital assistant for instant support. Press X to receive a link via text.” The system can then send an SMS with a link to AutoChat on the dealership’s website.

2. Proactive Service Alerts via AutoChat Messaging

Proactive service alerts, soon to be integrated with AutoChat via AutoChat Messaging, can boost customer engagement through outbound communication. Dealerships can send proactive messages via WhatsApp, informing customers about upcoming services, promotions, or appointment reminders. These messages include a clear call to action, directing customers to AutoChat for further details or to take immediate action. For instance, a message might say, “Your service appointment is due soon. Chat with our digital assistant to schedule it now,” or “Take advantage of our latest promotions! Chat with our digital assistant for details.”

This approach not only delivers valuable information but also directs customers towards using the digital assistant, reducing the need for phone calls and enhancing the overall customer experience.

3. Promote AutoChat with In-Store Signage and Marketing Materials

Within the dealership, digital signage and marketing materials can help drive customers towards AutoChat. Displaying messages like, “Have a question after you leave? Chat with our digital assistant for instant answers anytime,” or “Our digital assistant is available 24/7 for vehicle enquiries, service appointments, and more,” can reduce future calls. Consistently promoting the digital assistant across all channels ensures that more customer interactions shift from phone calls to the digital assistant, providing quicker service and reducing the workload on customer care representatives.

4. Use QR Codes for Seamless Interaction

Embedding QR codes into physical marketing materials, such as brochures or service invoices, offers another method for encouraging interaction with the digital assistant. For example, after a service appointment, customers could receive a service report featuring a QR code that says, “Scan to chat with our digital assistant if you have any questions about your service.” These QR codes make it easy for customers to engage with the digital assistant seamlessly, reducing the likelihood of follow-up calls while keeping the interaction convenient and accessible.

5. Install Interactive Kiosks in Key Areas

Interactive kiosks equipped with AutoChat can be strategically placed within the dealership, offering customers another means of obtaining information or support without needing to speak directly with staff. Positioned in waiting areas, showrooms, or service bays, these kiosks can provide instant answers to common questions, assist with booking appointments, or help customers browse available vehicles.

This interaction helps to prevent follow-up calls after customers leave the dealership, as they can use the digital assistant to check service progress, browse models via our recently released AI Car Search functionality, or request follow-up documentation, including email summaries of their interactions.

Conclusion: Maximise Efficiency with AutoChat

By integrating these strategies, dealerships can significantly reduce call volume, enhance customer experience, and streamline service interactions through the efficient use of AutoChat. While it may require some effort to set up, the results will more than justify the investment. You’ll notice a rise in efficiency in no time!