Chatbots are virtual customer assistants that are able to communicate with your customers where they are: online, over the phone, via text, and social media. They are possible due to two major technological advancements in Artificial Intelligence (AI), Natural Language Processing (NLP) and Machine Learning (ML). NLP allows computers to understand speech regardless of things like jargon, idioms, dialects, and accents. Because each of these variables compounds the complexity, we leverage ML to help the computer better recognize each of these variables over time. This is why the more interactions Siri, Alexa, and Cortana have the better they get at understanding your requests. While chatbots are designed to increase efficiency, customer service, and retention, they are not meant to replace, rather augment your dealership’s current staff.
Here are five ways AI Chatbots will revolutionize fixed operations.
Because chatbots like Auto Labs’ Sophi are directly communicating with your dealership’s CRM and DMS, they know your shops capacity, parts inventory, and service schedule at all times. With this information, chatbots can instantly schedule and quote service appointments, provide inventory availability and pricing, and allow your customers to pay directly from the chat or Facebook Messenger dialog.
Personalized Customer Experience
Chatbots enable dealers to offer a highly personalized experience. Because they are communicating with the dealer’s system(s), they know the customer’s name, vehicle, service and purchase history, birthdate, service writer, and all of the relevant specials and promotions the dealership is running. As a result, these personalized experiences and customer records can reduce the amount of time needed for customers to accomplish the objectives.
While some chat services offer a “chat center” with staff available 24/7 to field incoming inquiries, chatbots not only allow dealers to be available to their customers 24/7, but they allow customers to schedule service, get quotes, look up inventory, and even complete transactions (e.g., purchasing a part, paying a service bill, etc.). Best of all, chatbots enable these functions across multiple channels such as voice, text, FB Messenger, and chat.
No Wait Times
Do you know how many customers you lose due to long wait times and call transfers? Don’t worry, most of the dealers we’ve interviewed don’t either. Chatbots can eliminate hold and wait times completely and reduce the number of transfers needed to speak to the right person. Additionally, because each customer interaction is recorded, analysis can be leveraged from call, text, chat, and Facebook Messenger data to help dealers minimize customer losses and increase retention through detailed reports (e.g., dropped calls due to hold times, transfers, etc.).
Focus on Customer Satisfaction
Currently, service advisors are forced to split their time between drive-up customers, incoming appointments, phone calls, warranty authorizations, customer update calls, and delivery of completed vehicles. With many service departments inundated with customers, CSI surveys generally reflect a department’s ability to keep up. Some common outcomes range from not letting customers know when their vehicle is ready to not getting back to customers with pricing and availability. AI chatbots alleviate many of the dealer’s responsibilities associated with scheduling, quoting, and updating customers so they can focus on what’s most important, Satisfying Customers.
Want to learn more about how your dealership can leverage AI to create efficiency, reduce costs, and deliver a truly personalized customer experience?