Wheaton Chevrolet is a Saskatchewan-based dealership that offers service, parts, accessories, auto repair, and much more. They pride themselves on making it easy for customers to get in touch.
Wheaton Chevrolet customers wanted to be contacted by text message, but the dealership did not have a texting system in place.
The dealership was forced to lay off staff due to the COVID-19 pandemic. They needed to find a way to better utilize the resources at hand.
Customers were often skeptical of the need for repairs, and questioned the costs. Wheaton Chevrolet wanted to provide transparency in their evaluation processes.
With no system in place to evaluate their customers’ satisfaction level, the dealership was not improving its reputation.
Whenever we send a text that includes a video, we never receive less than a 9 out of 10 on the CSI score.
It’s happened that customers who refuse a repair change their minds when they see the video. The proof is there, and they decide to go ahead once they see it with their own eyes."
Transparency is one of our core values. Getting on board with Kimoby to better communicate with customers just makes sense for us.
Before using video text messaging, the dealership struggled to provide customers the information they needed to make informed decisions about repairs. This led to skepticism on the customer’s side and frustration on the dealership side. Now, sending videos of the evaluation process is the first step in gaining the customer’s trust and proceeding to repairs quickly and efficiently.
Upgrading their processes to include video text messaging has revolutionized Wheaton Chevrolet’s operations. With minimal investment, the dealership has transformed its approach to customer care, even designating a full-time videographer to document vehicle inspections. The long-lasting impact of building customer relationships on trust and transparency is sure to translate into repeat visits and increased business.