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Texting is King

Dealers can send a text message automatically to each customer with a link to the report about their vehicle. (Photo: Kimoby)

Kimoby harnesses the power of texting, allowing car dealers to reach out to customers in the manner that most prefer.

If you’ve attended an auto industry conference lately, or heard an industry expert talk about communication, you’ve probably heard a message that goes something like this: If you want consumers to respond and react to your message, you need to reach out to them in the manner that they’re most comfortable with.

There can be no doubt that the popularity of text messages has grown exponentially since the technology was first developed. It’s the go-to method of communication for younger customers, and extremely popular even with older ones. Today, most of us would rather text than email or make a phone call. Quite simply, texting is king.

The question dealers need to ask themselves is, “How can I harness the power of texting in order to improve customer retention and satisfaction?” The answer, in a word, is Kimoby.

A cloud-based communication platform, which was started right here in Canada in 2013, Kimoby turns texting into a powerful tool that allows dealers to automate routine communications and boost customer satisfaction. “This includes sending appointment reminders, confirmation for appointments, status updates on the customer’s vehicle, payment requests, satisfaction survey follow up, request for reviews, and much more,” explains Dominique Conti, Marketing Director, Kimoby.

Reviews and feedback

Retailers can engage with customers by text message, as well as through Facebook and Google, when it comes to reviews, Conti adds. “The idea is to send the right message to the right person at the right time.”

For example, after a customer comes in for service, Kimoby can send them a message that says, “Thank you for your business. We were happy to have you. Let us know your feedback.”

If the customer was not happy, the system automatically detects negative words through artificial intelligence. A negative review triggers alerts that are sent to management, prompting someone in charge to reach out to the customer to see how they can address the issue before it gets out of hand.

And when it comes time to pay their bill, Kimoby gives customers options. “We know today that people are very connected and everyone pays with a contactless credit card or Apple Pay or Google Pay,” Conti explains. “So retailers, when they want to offer mobile payment, may have to change their point-of-sale equipment. But with Kimoby that’s not necessary. They can still offer mobile payments through text message, without having to change their existing point-of-sale infrastructure.”

Dealer management systems

A cloud-based application, Kimoby integrates seamlessly with the vast majority of dealers management systems (DMS) on the market today, including CDK Global, Reynolds & Reynolds, Serti, Dealertrack, Protractor, EasyDeal, Autosoft, Auto/Mate, PBS, and more).

“The DMS pushes information into Kimoby, so Kimoby can turn your data into helpful conversations with customers,” Conti adds. This integration makes it much easier for dealers to communicate with customers in their database by text message.

Using customer data from the DMS, Kimoby can organize customers into groups that can then be targeted with very specific messages. “When it comes to customer satisfaction and retention,” Conti explains, “engaging with customers in the right way is key. You have to send them information that’s relevant, but you don’t want to send them too much, or bother them with messages that they don’t want or need to hear.” With Kimoby, all those parameters can be set, allowing dealers to boost customer satisfaction with the right message sent at the right time.

Diagnostic equipment integration

One of the most exciting features available through Kimoby is the ability to integrate with diagnostic equipment from Hunter Engineering and Tire Profiles. This means dealers who use diagnostic equipment from either of these manufacturers in their service bays, can send a text message automatically to each customer with a link to the report that was generated about their vehicle.

Currently, most dealers will have one of the service advisors print off a report and give it to the customer when he comes in. There is no automation. But with Kimoby, everything is automated.

“If we use Hunter Engineering as an example,” Conti explains, “the Hunter system generates a report that contains a VIN number. Kimoby collects data from Hunter in real time, matches the VIN from the report to the VIN in the dealer’s database, and then Kimoby sends the inspection report to the customer as a link in a text message. It makes things very easy for the service department.”

And once the vehicle is on the hoist, Kimoby can be employed to send a photo or a video (shot by the technician), pointing out a problem that perhaps the customer wasn’t aware of. The customer can then review the information and immediately text back the approval to go ahead with the repair, thus saving time and frustration, while increasing customer satisfaction – all thanks to Kimoby, a platform that harnesses the power of text messaging.

Categories : Commercial, Dealerships

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