Which chat platform is right for your auto repair business website?
There are several types of chat platforms available on the market today. From general live chat offerings to “chatbots” to fully automated AI powered chat (Intelligent chat). Which platform is right for your auto repair business depends on your needs and available resources to manage the platform.
The chart below summarizes different types of chat platforms. Here we highlight intelligent, automated chat because of the advantages it offers auto repair businesses.
An intelligent chat platform uses artificial intelligence (AI) and natural language processing (NLP) to understand how to respond to questions by website visitors and to deliver information to satisfy their needs as it relates to automotive services. All communication happens automatically with little to no effort on the part of the automotive service center. It’s like having a virtual service advisor working for you around the clock.
If your automotive service center is considering a Chat platform for its website, it’s important to know how each platform compares and the resources required to support your choice.
Businesses Need to be Available After Hours – the World has Changed
In a post pandemic world, consumers expect businesses to be available online and communicate with them around the clock. However, having a staff members on-call after hours is not a viable option for most small businesses due to cost and finding available resources in a tight job market. Having intelligent, automated chat to handle basic questions or process a request allows a trust relationship to build between the consumer and the business. This relationship will help drive revenue for the shop.
Chat Platforms Get Personal and Deliver Meaningful Digital Engagements
The beauty of intelligent chat is its ability to deliver personalized information via a digital platform. Consumers expect answers to questions about THEIR vehicle; Does your shop service THEIR make of vehicle? Can you perform a specific service on THEIR vehicle? Get the picture? The more personalized the response, the better the consumer feels about getting their vehicle serviced at your shop.
Live Chat vs. Chatbots vs. Intelligent, Automated Chat and Messaging
for Automotive Repair and Service Businesses
The best approach to understanding the differences in each platform is to start with the leftmost column, Live Chat and read it from top to bottom. Then move to the next column on right, and repeat.
| Live Chat | Chatbot | Intelligent & Automated Chat and Messaging Platform: Openbay Otis |
| Requires a human to communicate. Visitors type questions, staff members respond. | Pre-defined flow with canned responses | Understands natural language and responds in same using a combination of artificial intelligence (AI) and natural language processing (NLP) |
| Availability – based on human coverage times | Static information – requires human to intervene | Deeply integrated with dynamic data sources – all things automotive |
| Potential delays & mis-information due to operator intervention and error | Programing may be required | Real-time learning & delivery of personalized information |
| Costly to implement | Internal resource required for management | Access to millions of automotive services (mechanical, tires, etc.) |
| Response times may vary when number of simultaneous conversations increase | Isolated operation – no integration with external data sources | Delivers relevant information to visitors (all things automotive) |
| One dimensional – unable to adjust to different conversations | Understands user – history of previous conversations | |
| Proven results, alignment with modern day consumer | ||
| Automotive specific modules – service pricing, tire catalog, service appointments, 2-way texting, analytics dashboard | ||
| Managed service for custom service price estimates | ||
| Live Chat (Optional): supports conversation handoff to a member of your staff |
