Transforming the customer experience with exceptional end-to-end service

From the first contact to after-service follow-up and reviews, OK Tire Spruce Grove created a seamless customer service process that has earned them over 200 five-star reviews on Google, with the help of Kimoby’s text messaging platform.

OK Tire Spruce Grove

The Client

OK Tire has been part of the Canadian landscape since 1953. The OK Tire location in Spruce Grove is proudly owned and operated by Scott and Elaine Forsyth. They offer tires, mechanical services, and unmatched customer service to their community.

Location

Spruce Grove, Alberta

Industry

Automotive

Website

www.oktire.com/stores/ok-tire-spruce-grove

OK Tire Spruce Grove's Challenge

Implementing a safe, efficient payment process

After encountering fraud issues in 2015 with over-the-phone credit card payments, OK Tire Spruce Grove tried emailing payment forms for customers to print out and fill in by hand. This method was complicated and time-consuming for both customers and staff.

Strengthening their online presence

OK Tire Spruce Grove customers did not have the reflex to leave a Google review without a prompt. Therefore, the tire and service shop struggled to promote their excellent customer service and relied on word of mouth to generate more business.

Communicating with customers

The tire and service shop had issues reaching customers by phone. Most calls went unanswered, and customers would call back, not knowing who called them. Overall, the communication process was strained.

"Having fantastic online reviews has been a gamechanger for us. Now nine out of ten customers say they chose us because we have great Google reviews."

Elaine Forsyth, Manager

OK Tire Spruce Grove

The Solution

Kimoby Pay

Payment requests and mobile checkout via text message created a safe, easy way for customers to view and settle their invoices.

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Satisfaction Follow-Ups

Automated feedback requests via text messages allowed the tire store to provide after-service follow-ups for exceptional customer service.

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Reviews

The review feature sent happy customers a text message asking them to leave a rating and comment on Google to incite new clients to choose OK Tire Spruce Grove.

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Text conversations

Effortless text messaging between staff and customers facilitated all communication, from appointment reminders to updating clients about their vehicle.

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Why OK Tire Spruce Grove chose Kimoby

  • Kimoby Pay streamlines payments and reduces the possibility of fraud
  • The promise of exceptional end-to-end customer service, from the first contact to after-service online reviews
  • The innovative text messaging technology that improves overall communication

The Results

  • Increased business due to over 200 five-star reviews on Google
  • Reduced online payment risks for both customers and OK Tire Spruce Grove
  • Increased revenue by reducing credit card fees, and cemented new sales by allowing customers to leave deposits for future service like winter tire installation
  • Saved time at payment and during all communications with customers
  • Simplified end-of-day reconciliation of fees since Kimoby Pay centralizes receipts
  • Mitigated the effects of bad reviews from unhappy customers with after-service text message follow-ups
  • Improved customer satisfaction with a quick and easy communication channel

"The customers love paying by text message! It’s easy, convenient, and everybody always has their phone on them."

Elaine Forsyth, Manager

OK Tire Spruce Grove

The Success Story

Before Kimoby, OK Tire Spruce Grove struggled to communicate efficiently with clients and establish a safe way to process payments. Kimoby’s text messaging solution and effortless Kimoby Pay platform transformed the customer experience into an exceptional one. The new end-to-end customer service OK Tire Spruce Grove provides sets it apart from the competition from the initial payment deposit to after-sale follow-up.

Improving communication and streamlining payment processes has helped OK Tire grow its award-winning reputation with the social proof of over 200 five-star Google reviews. Both staff and customers enjoy communicating through text messages and using emojis to keep the conversations informal and fun. Building genuine, personalized relationships with customers is a sure-fire path towards repeat business.

"Using Kimoby has helped us simplify our workload. Now everything is centralized, making it a cinch for staff to follow-up with customers."

Elaine Forsyth, Manager

OK Tire Spruce Grove

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