Our digital communication tools enable your team to reach customers in a convenient way that leads to increased trust via increased transparency. This comes without extra effort from your service advisors and results in increased customer satisfaction as well as retention. Through the digital communication tools, you can send your customers inspections results, general messages, automated workflow status notifications, and more.
Table of Contents:
- How do you send an inspection to a customer?
- How do you email/text a customer a general message?
- How do you create a new message?
- How do you email/text a customer whose vehicle is not in the shop?
- How do you message a customer from the RO tile?
- How to keep your customers updated through automated workflow notifications?
- Frequently Asked Questions
How do you send an inspection to a customer?
- Click C View from the Work Order Popup Window
- Click Send from the Inspection Results Window
- Choose whether to send as an email, text message, or both and click Send Message
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How do you email/text a customer a general message?
Starting at the Vehicle Tile
- Click on the customer communication icon
- This opens the conversation center which prompts you to start a new conversation if there is no prior conversation history OR
- If there was already a conversation started, just click on the message to reply to it
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Starting at the Conversation Center
- Enter the motorist's name
- Click Search
- Select the correct motorist and open a previous conversation to create a general message
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How do you create a new message?
For Existing Motorists
- In the Conversation Center, type the customers name in the search bar and then click 'Search'
- From there, select the 'New' button that appears next to the 'search' button
- Select the correct motorist from the pop-up window
- You can then fill out a message to the motorist
For New Motorists New to the Shop
- In the Conversation Center, type the customers name in the search bar and then click 'Search'
- From there, select the 'New' button that appears next to the 'search' button
- You can then fill out the information of the person you wish to message
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How do you email/text a customer whose vehicle is not in the shop?
Starting at the Vehicle Search Tool
- Click on the TVP Search Tool
- Search for the customer by last name, previous RO number, or license plate number
- Click the
symbol next to their last name - This opens the conversation center which allows you to:
- respond to a previous conversation by clicking on the message you want to respond to OR
- start a new one
- respond to a previous conversation by clicking on the message you want to respond to OR
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Starting at the Conversation Center
- Search for the customer name
- Respond to a previous conversation
-
- Start a new conversation
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How do you message a customer from the RO tile?
- Select the Customer’s Name on the RO tile.
- The Customer Communication window will open with a new tab, Notify Customer. From this tab a user can send either an email or text message to the customer.
- Use a Canned Message at the top, select Insert Link and select an inspection result to include, or attach a document.
- When complete, select Send Message to deliver the email or text.
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How to keep your customers updated through automated workflow notifications?
You can automatically send updates to your customers when a vehicle moves workflow steps. This ensures that your customer is always updated on the progress of their vehicle without you taking the extra effort to update them.
Common uses: (1) Automatically send inspection reports once the vehicle is moved into the Waiting for Approval workflow step or (2) send a message letting the customer know their vehicle is ready for pickup when the vehicle moves to Waiting for Pickup.
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Frequently Asked Questions
What do the customer communication icons means?
Start a new conversation with a motorist 
Motorist opened message
Message has been seen by motorist
Message has not been seen by motorist
Text message failed to send
What do the icons mean in the conversation center?
Message not seen yet
Text message 
Message seen
Landing page link sent via message has been opened
Unseen Replies
Message is unsent after multiple attempts 
Motorist clicked the leave a review link
Motorist did not click the leave a review link
What do the icons on the top of the TVP mean related to the conversation center?
- The top number [1] represents the number of unread, by you, incoming messages.
- The bottom number [2] represents the number of unread, by the motorist, outward messages.
How do you set expectations about communication at drop off?
Recommended drop-off talking points:
- We perform comprehensive digital inspections on every vehicle we service
- Let me show you an example inspection
- We are technologically advanced
- Customer safety and education is our number one concern
- We will inform you of recommendations due now and what can be done later
- Photos and video on inspection
- Confirm or ask for email and mobile number
- I will call you about 20 minutes after I email the inspection to review it with you.
- Would you prefer to be notified by text at pick up?
Download the full drop-off script here.