Digital Customer Experience is a rather rare term. But in fact, most of the digitalization that has accelerated well in the wake of the pandemic is about DCEx and for DCEx. Considering that our gadgets have long been an extension of ourselves, the digital experience is damn important. All these QR codes, push notifications, NFC are all little bits of our digital experience.
Today I will tell you the story of auto repair, which a few years ago would have seemed like a fiction. And today it is our reality with you, in which a small garage service easily wipes the nose of the network giants, giving the best digital experience.
So, the chronicle of events.
Monday, 8:55 am. I start a car, I understand that the engine is troit, I see a characteristic check engine on the panel. I take out an OBD-II scanner from the glove compartment, which I bought a couple of years ago just for pampering. I run the application, I see the error codes. Making a screen, sending it to WhatsApp master. Considering that the application has already been installed on the smartphone, everything about everything is no more than 2 minutes.
Monday 9:26. The master writes that most likely the coil of the third cylinder has died and he has a replacement one to check. We agree on the time of repair.
Tuesday 8:59. I leave the car at the gate of the garage cooperative, give the keys to the guard. I take a photo from the parking lot, send it to the master. I take a taxi, go to work.
Tuesday 13:12. I receive a message in the messenger that the car is ready, a photo of the receipt from the store and the amount to be paid. I make a transfer to the card through the SBP.
Tuesday 20:20. I pick up the car where I left it in the morning.
Tuesday 21:00. Awareness of what happened and a desire to share with the world comes)
And now one more time. I, a client of a garage car service:
I arrived and left at a convenient time for myself;
Did not see the service employee and did not even speak to him in a voice;
Didn't wait in line and didn't wait for anything at all;
Didn't wade through answering machines;
Didn't dictate the wine code;
Didn't fill out mountains of documents.
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Could a web service be as convenient? It seems to me that yes. In fact, not much is needed. Make your CRM truly omnichannel so that you can write there in a convenient way. Wean the manager from asking a million stupid questions and give him a digital communication tool. Review the scenarios of interaction with the client. And, most importantly, to start appreciating the client's time, and at the same time his own.