Your Guide to Automotive Industry Digital Marketing

Have you ever noticed those live pop-up chat windows on car dealer and service center websites? They’re a great customer service option when used properly.

I recently used one to try to schedule an oil change appointment with a car dealership service center. You won’t believe the experience, I had.

If you use live chat at your business or are thinking about it, learn from the customer service blunders in this real-life example. Note: Gracey is the dealership. Visitor is the customer.

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I guess this is what customer service looks like on the internet these days. Whether it’s an online live chat or an in-person conversation, this exchange is a really poor example of customer service.

Here’s why… the live chat operator was unable to complete my request of setting up an oil change. I wasn’t guaranteed the day I wanted, and I had to confirm the appointment via telephone.

What’s the point of having live chat if you have to confirm an oil change by telephone?

In this day and age, customers want things done quickly. They don’t want to jump through hoops to schedule an oil change.

Because this, I took my car to another dealership. Don’t let this happen to you. Train your employees how to provide great customer service.

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