Openbay’s AI-powered chatbot and messaging platform, Openbay Otis, is designed for the automotive service industry and for installation on automotive service websites.
To better understand the value Openbay Otis is delivering to customers visiting automotive service business websites, we ask them to share their experiences using a survey. Openbay collected more than 16,800 customer responses. We are sharing some of the survey results here in this article.
The primary benefits customers received when using Otis were convenience, efficiency, speed, and ease-of-use.
Customers particularly appreciate the ability to get quick answers to their questions and schedule appointments quickly at any time of day, even when the shop is closed. The ease of use and time-saving aspects of Openbay Otis continue to be highly valued by users.
Below is a summary of customer feedback on Openbay Otis by category. Some of the feedback surprised us. For example, making appointments for service remains a high priority for customers. Hearing-impaired customers prefer digital interactions over phone calls. Some customers experience anxiety when using the phone to communicate, and digital interactions can mitigate this anxiety. Introverted customers particularly appreciated the lack of required human interaction. A few customers mentioned that the platform helped reduce anxiety about car repairs by providing information upfront.
From this point forward, we will refer to individuals that engage Otis as “Users”.
Key Themes Found In Survey Respondents:
- Accessibility: Users appreciated the ability to schedule appointments outside of regular business hours and without having to wait on hold.
- Efficiency: Many users found the online representative to be quick and efficient, allowing them to complete their tasks in a timely manner.
- Ease of Use: The platform was generally considered user-friendly, with clear instructions and intuitive navigation.
- Convenience: Users valued the convenience of being able to schedule appointments from anywhere, at any time.
Specific Benefits Mentioned After Using Otis:
- 24/7 availability
- Quick and easy appointment scheduling
- No need to call or wait on hold
- Clear and concise information
- Ability to schedule appointments after hours
- Convenience of online scheduling
- Time-saving
Convenience and Accessibility
- Users appreciated the ability to schedule appointments 24/7, even outside of business hours (e.g., booking at 6:15 am or 9:00 pm)
- Don’t have to wait for someone to answer the phone
- Accessible for those with hearing impairments
- The platform allowed users to schedule services when it was most convenient for them.
- Can make appointments on weekends / evenings when shop is closed
Speed and Efficiency
- Respondents frequently described the process as “quick,” “fast,” and “efficient.”
- Users valued getting immediate responses and price quotes.
- Fast responses
- Quick and easy process
- No wait times – Immediate answers
- Instant quotes and appointment booking
- Saves time compared to phone calls or in-person visits
Ease of Use
- Many users found the platform simple, user-friendly, and easy to navigate.
- The process was often described as, simple, straightforward and uncomplicated.
- Easy to navigate and select services
- User-friendly interface
Appointment Scheduling
- Easy to book appointments online
- Can see available time slots
- Flexible scheduling options
- Multiple options for services
- Many found it convenient to book appointments without:
- Having to make phone calls
- Waiting for someone to answer the phone
- Waiting on hold
- Getting a business signal
Getting Service Price Estimates / Quotes Online
- Quick price estimates for services
- Can get quotes after hours
- Helpful for budgeting repairs
Detailed Service Options
- Comprehensive list of services to choose from
- Allows adding notes about the problem – can specify issues in detail
- Clear service menu
- Ability to state needed services
No Need for Phone Calls
- Alternative when unable to reach someone by phone
- Avoids anxiety of phone conversations for some
- Don’t have to speak to someone directly
- Can communicate via text/chat
- Avoids waiting on hold
Specific Features Appreciated
- Option to see available appointment times
- Ability to provide detailed information about vehicle issues
- Receiving price estimates or quotes
- Categorized service options
- Opportunity to add notes or comments
Time-Saving
- Users valued not having to wait on hold
- User valued no interruption to their day to make appointments
- The platform saved time compared to traditional scheduling methods
- Faster than calling or visiting in person
- Can multitask while using it
- Efficient inquiry process
Accuracy and Assurance
- Provides confidence in the information received
- All questions answered
Preference for Digital Interaction
- Some users explicitly mentioned preferring digital communication over talking to people.
- Introverted users particularly appreciated the lack of required human interaction.
After-Hours Access
- The ability to schedule appointments when the business was closed was frequently mentioned as a benefit.
- Can interact with the shop when it’s closed
- Allows planning ahead for next day service
Information Provision
- Users liked being able to get information, such as service estimates, easily
- Some appreciated the opportunity to research and prepare for their appointment
Reduced Anxiety
- A few users mentioned that the platform helped reduce anxiety about car repairs by providing information upfront.
Overall, the responses were overwhelmingly positive, with users valuing the convenience, efficiency, speed, and ease-of-use of the Openbay Otis platform for scheduling automotive services and getting personalized information. They appreciate the convenience of 24/7 for customized information without having to make phone calls or visit during business hours.
Interested in learning more about Openbay Otis? Go Here.