Use Medallia Concierge in your service center to communicate with customers when cars are being serviced. Send automatic appointment reminders the day before, reach out to customers for approvals on additional service needs, send notifications when service is complete, and automate service reminders.
Below is our recommended configuration for automotive service centers:
KEY INTERACTIONS to think about:
First Service
During service (letting them know vehicle is ready for pick-up)
Prices for parts/service
After visit experience survey
1-month service reminder
TEMPLATES to create to quickly respond to customer FAQs:
Hours
After-visit “Thank you”
Coupon follow-up
Directions
Vehicle pick-up/Ready
TAGS that can be temporarily applied to individual contacts:
In-service
Handle with care
Picked up
SEGMENTS to setup to help target your communication:
Appointment Reminder
Service Reminder (Appt > 30 Days Ago)
ZINGS to create to help automate your communication and processes:
Unknown contact registration
5 minute escalation
Appointment Reminder
30-Day Service Reminder
After-visit Survey
Want to see a step by step walkthrough of this and other Automotive use cases? We've got you covered, check out the video section of our knowledge base for our in depth video tutorials.