Leveraging 21st century communication software, myKaarma enables auto dealerships to provide service customers with a dramatically improved experience
LONG BEACH, Calif., January 31, 2016 — myKaarma, the cloud based conversational commerce software that’s revolutionizing the auto service industry, today announced the addition of four new innovative features to its award winning platform. The new features are designed to help auto dealers further improve communication and interaction with their service customers.
myKaarma has developed the first ever conversational commerce solution optimized for auto dealer service customer’s needs. Using myKaarma, the service advisor can text or call the customer with one recognizable service department number, or email the customer through an easy-to-use platform on the desktop computer. All communication is logged within myKaarma for future reference. When the service advisor is on break and the customer needs to get in contact, myKaarma “follow-me” technology sends the message to the service advisor’s smartphone, allowing them to reply even when not at their desk, while capturing the message in the cloud. Or the service advisor can delegate the message to another service advisor to handle. Instead of struggling to connect through phone tag, the advisor can update and get authorization from the customer in minutes.
And, when the customer’s vehicle is done, a payment request is sent to that customer through the myKaarma app with a cash repair invoice, allowing the customer to verify repairs and pay on their smartphone tablet, or PC, without logging into a website. With MyKaarma there are no more lines or unanswered questions holding the customer up. It helps the service advisor get the customer through a simple, care-free service experience. As a result, dealers have realized additional benefits such as a $7,000 per month saving by reducing loaner car days and authorization disputes are almost entirely eliminated.
In fact, in a survey conducted earlier this year, myKaarma dealers stated they were 71 percent more productive than prior to myKaarma. The new features: Out-of-Office, Internal Communications, Check and Cash, and Chip and PIN payments are designed to further improve staff productivity and enhance the customer experience at the service department as follows:
- Out-of-Office. The Out-of-Officefeature now allows any myKaarma user to auto-reply, auto-delegate, or auto-forward voice calls, text messages, and emails with just a few clicks. It lets the customer know that their advisor is unavailable available and seamlessly passes the baton to a fellow service advisor.
- Internal Communications: This feature allows the service advisor to communicate internally with other key members of the dealership, as well as external partners, via text, voice, mobile app, without leaving the myKaarma application. This feature eliminates noisy walkie-talkies and long walks to find technicians or to locate the much-needed shuttle driver.
- Check and Cash Payments: This feature allows the dealership to accept cash and check through the same system that processes credit and debit card transactions. It enables all payment types to appear in one single closing report with one-click auto-reconciliation.
- Chip and PIN Payments: Card issuers have rolled out new requirements for businesses to adopt EMV card readers in order to start accepting chip cards. myKaarma swipers support both kinds of these new smart cards: chip-and-PIN and chip-and-signature.
“Customers want to interact with their regular service advisor; get real-time notification of any changes required with new ETAs; bypass ‘phone trees’ to reach their service advisor directly to get questions answered; easily review their invoice prior to payment to understand the charges; and be contacted after the visit to ensure satisfaction,” said Ujj Nath, CEO of myKaarma.
“We designed our platform to be the cleanest channel that connects customers with the dealer. The new additions to MyKaarma enable our dealers to better leverage the customers’ communication of choice (Text, Email, or Voice) and maintain good communication with customers as all times. In addition, the app also now offers multiple payment systems (Online, Mobile and Point-of-Sale) with auto-reconciliation that seamlessly integrates with the dealer’s DMS. It saves hours of accounting time for the dealership and leads to higher CSI scores, improved customer retention and strong word-of-mouth advocacy from existing customers. And, most importantly, higher profits for the dealer,” Nath added.
For more information, or to schedule a product demonstration, visit: https://mykaarma.com
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myKaarma is a conversational commerce software company for automotive dealerships that focuses on enhancing the retail service department experience. myKaarma’s platform gives dealers the ability to offer their customers 21st Century technology through digital conversations and smart payment systems. myKaarma was named as an official communications and payments partner for Mercedes-Benz USA.
Author: Digital Dealer
Digital Dealer exists to help dealers and their managers sell more vehicles more profitably by creating the best live events and media in the industry.