Go Auto Uses Text Messaging to Make Interactions Stress-Free
Laura McQuarrie — July 3, 2015 — Autos
References: goauto & edmontonjournal
Go Auto is an Edmonton-based automotive dealer that's using text messages to make the process of researching, testing or buying a new car less intimidating. The auto dealer is doing this with a technology from Bhatt that makes it possible to give any phone text message capability, even if it is a landline.
When a text message is sent by a consumer to Go Auto, it is processed by an Android-powered Samsung phone. From here, the message is broadcast to the dealer's web servers and relayed to customer service operators. Unlike a phone call, there's no pressure to engage with a representative on the spot. This text messaging service also means that a service representative is able to bring up previous chats to get a sense of where the consumer is coming from.
Over the few months that this text messaging service has been in practice, Go Auto has received more than 50,000 text messages.
When a text message is sent by a consumer to Go Auto, it is processed by an Android-powered Samsung phone. From here, the message is broadcast to the dealer's web servers and relayed to customer service operators. Unlike a phone call, there's no pressure to engage with a representative on the spot. This text messaging service also means that a service representative is able to bring up previous chats to get a sense of where the consumer is coming from.
Over the few months that this text messaging service has been in practice, Go Auto has received more than 50,000 text messages.
Trend Themes
1. Text Messaging Services - The use of text messaging services in the automotive industry presents an opportunity for dealerships to enhance customer interactions and make the car-buying process less intimidating.
2. Android-powered Samsung Phones - The adoption of Android-powered Samsung phones by automotive dealerships allows for efficient processing and broadcasting of text messages, improving customer service and convenience.
3. Previous Chat Analysis - The analysis of previous chats through text messaging services enables service representatives to better understand consumer preferences and provide tailored recommendations, leading to a personalized and stress-free car-buying experience.
Industry Implications
1. Automotive Dealerships - Automotive dealerships can leverage text messaging services to streamline customer interactions and create a more customer-centric buying process.
2. Telecommunications - The integration of text messaging capabilities into landline phones presents a disruptive innovation opportunity for the telecommunications industry to expand its reach and improve communication options.
3. Customer Service Solutions - The use of text messaging technology for customer service operators offers an innovative solution for improving communication efficiency and enhancing the overall customer experience across various industries.
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