Buckley’s Auto Care is a proud NAPA AutoCare Center and one of the oldest family-owned and operated automotive repair and service centers in the state of Delaware. There are many reasons for Buckley’s Auto Care’s enduring success and they all share a common thread: a deep dedication to their customers and the Maryland community they serve. Buckley’s Auto Care President Greg Buckley continues the traditions started by his father Gene 55 years ago. Greg waited on his first customer when he was 8 years old. He has gone above and beyond to serve Buckley’s Auto Care customers ever since. And today, these customers extend to include Buckley’s Auto Care website visitors who engage with Openbay Otis advanced online chat.
Greg is equally passionate about innovation in the automotive service industry and is a widely recognized expert in technology in the automotive service industry. He has served on the NAPA AutoCare National Advisory Council, is on the Ratchet+Wrench Editorial Advisory Board, and regularly hosts podcasts educating automotive industry business leaders on the latest industry innovations. It’s no surprise that under Greg’s leadership Buckley’s Auto Care has transformed into a modern shop that invests in the latest technology to deliver the superior customer experience his multi-generation family business is known for, adapted to today’s digital-first world.
Using Advanced Online Chat to Connect with Today’s Online Consumer
Greg shares his insights about today’s consumer. “Today’s consumer is changing, and how they want to engage with your auto repair and service business is different from the past,” Greg explains. “First, they comparison shop online – like we all do. Then it’s up to our business to bring them to our website.” Greg expands on this point: “When a client visits our website, they want easy access to the information they need to make their decision. Today’s consumer does not want to make a phone call, fill out a form, or scroll through pages.You must connect with them quickly.” Greg knows what he is talking about. Research shows that 55% of visitors will leave a website in 15 seconds if they can’t find what they are looking for.
While seeking out new and innovative ways to create a more convenient online customer experience, Greg discovered Openbay Otis. Openbay Otis is an advanced online chat and messaging platform designed specifically for the automotive service industry. Otis installs on a business website and appears like a button, but jumps into action to gain the attention of the website visitor – offering to quickly help answer questions and deliver the information they are seeking in a chat-like format. It operates 24/7. It performs tasks such as appointment setting, delivers service estimates, and responds to questions about the business. Otis, powered by AI (artificial intelligence), supports single-location businesses in addition to service centers having multiple locations. And, Otis includes a tire catalog, able to retrieve tire pricing and availability information, and book installation service appointments. All within chat, in real-time.
Website Engagement Starts with a Conversation
What appealed to Greg was Otis’ unique ability to meet the needs of today’s digitally influenced clients who start their search for automotive services online. “Openbay Otis gives us the ability to engage a client immediately when they visit our website,” he states. “Otis is a conversation starter that acts like a greeter. It can engage in a conversation at a rapid pace, using text which is more natural and the preferred way to communicate. Otis gives our clients a convenient way to meet their information needs the instant they visit our site.” Greg also points out that “we’re finding both new and returning clients are reacting positively to this new addition to our website.”
Greg recognizes a solution like Otis may call for a different business mindset. In Greg’s view, “A lot of automotive service businesses focus exclusively on immediate sales and return-on-investment.” Greg continues, “To me, that is not the right approach to take. Engagement is the first part of any business, and it starts with a conversation. Otis is the helpful hand engaging a website consumer, moving them down the online funnel and into a service bay.”
Online Conversations Convert Into Services
After installing Otis, Buckley’s Auto Care quickly experienced service revenue growth, with Otis generating over $15,000 in service revenue in its first quarter from new and returning clients. For Buckley’s Auto Care, Otis delivers more than just closed business – it strengthens customer satisfaction and increases retention.
Greg offers his final perspective to automotive service business leaders who are considering ways to grow. “It all begins with that first conversation. Openbay Otis can give your business an advantage by opening up the ways your clients can communicate with you – just like it does for Buckley’s Auto Care.”