The Challenge

In the daily hustle and bustle of Belvedere Nissan St-Jérome's service department, a major challenge emerged: call management, especially during peak periods like tire changes. Despite attempts to outsource calls to a call center, the dealership faced limited efficiency. Even more concerning, they had no precise data on the volume of received or missed calls. Furthermore, online appointment booking, a potentially powerful tool, remained underutilized, representing only 7% of appointments. This complex context was further complicated by the recent transition from the XTIME system to the Keyloop Widget.

The Solution

The adoption of Talksoon proved to be a decisive turning point. When the department missed calls, Talksoon came into play. The call handling method was revamped to improve the customer experience, even optimizing calls outside of opening hours. Hundreds of customers were redirected to online appointment booking through strategically sent SMS messages for each missed call. Talksoon not only conducted A/B tests to optimize SMS conversions but also integrated Keyloop's results into its platform, enabling Belvedere Nissan employees to enhance missed call conversions.

The Results

"Talksoon has revolutionized the appointment booking experience for our customers, boosted our online appointment booking tool, and facilitated communication between customers and their advisors during high service demand periods," exclaimed Joël Rainville, General Manager of Belvedere Nissan St-Jérôme.

Thanks to Talksoon, Belvedere Nissan St-Jérôme witnessed a 400% surge in online appointment booking, jumping from 7% to 29%. This transformation not only educated customers on the use of the online system but also saved valuable time for employees, thus improving the overall customer experience.

Do you want to experience the same transformation? Discover how Talksoon can revolutionize your call management, efficiency, and customer satisfaction.