 We are hiring! Become part of the Mateo team

Car industry

No matter whether car dealership, workshop, tire dealer etc.. - MATEO makes the automotive industry local champions

30+ industries already trust Mateo

The positive customer experience comes first

The automotive industry in particular is keen to offer an all-round positive customer experience. After all, buying a car involves a major investment for the end customer, and they want to be well advised. It doesn't matter whether it's the purchase of a car or the maintenance of the vehicle.

‍

Car dealerships, workshops and car rental agencies have long since discovered WhatsApp as an important communication channel with prospective and existing customers. After all, they want to reduce the hurdle of establishing contact and often communication via Messenger is the simple way that saves both sides a lot of time. However, using private WhatsApp accounts and the WhatsApp business app are not the ideal solution for companies. After all, these channels create communication silos and there is no transparency for additional employees as to what communication has taken place. Furthermore, WhatsApp Business can only be used on a mobile device and as soon as the battery is empty or the responsible employee is on vacation, customer inquiries are quickly lost. On the other hand, private WhatsApp and WhatsApp Business are not GDPR-compliant.

The shortage of skilled workers doesn't stop at the automotive industry, and as a result, companies are finding it difficult to keep phones manned throughout. It's not a great customer experience when you try to reach the company and the phone isn't picked up or it's permanently busy. As a result, potential business is lost because the customer is not waiting for the company and is looking elsewhere. At the same time, this does not correspond to a contemporary customer experience and gnaws away at customer satisfaction.

‍

The e-mail channel absolutely has its raison d'être and is also suitable for formal communication. For example, for sending an official offer. However, e-mail is not the optimal channel for quickly answering queries or exchanging pictures about spare parts / damage or simply making an appointment. Among our customers, we were able to significantly measure that inquiries via e-mail result in fewer business deals than inquiries via messenger such as WhatsApp.

‍

Especially when buying a car, renting a vehicle or maintenance, trust plays a decisive role. Accordingly, end consumers check very carefully which car dealership, workshop or car rental company is trustworthy. In local companies, employees often take on several roles at once. Accordingly, there is simply not enough capacity to ask the customer for an online evaluation after a completed service. Although many customers would be willing to leave a positive review, this is simply forgotten in the end.

‍

Increasing sales with WhatsApp newsletters: Utilizing upselling and cross-selling potentials

This is probably, and especially in terms of your sales, one of the most important arguments for WhatsApp in the automotive industry: The WhatsApp Newsletter

Reading tip: You can find all the information about the WhatsApp newsletter blog article in our article "WhatsApp Newsletter - The marketing of the future".

Especially in the automotive industry, there are almost unlimited opportunities to upsell and cross-sell with occasional newsletters to your existing customers. For example, you can remind your customers about the upcoming inspection, oil change, TÜV inspection or tire change, ideally directly with a few appointment suggestions. Send out regular updates on your new and used car inventories to customers you know are interested in buying. Or, when winter sets in, draw your customers' attention to your wide selection of antifreeze, snow chains and de-icer spray - perhaps even with a 10% discount code. You can also offer appropriate accessories (rims, seat covers, floor mats, software packages, ....) via WhatsApp to customers who have recently bought a car from you. With a little creativity, you can find countless ways to generate additional sales with WhatsApp newsletters and retain existing customers with useful reminders and discount promotions.

‍

‍

How the automotive industry benefits from the MATEO solution?

‍

Central Inbox

Many companies are concerned that providing communication via Messenger channels involves a lot of work. There is a lack of employees to even manage day-to-day business in the best possible way. And then we're also supposed to be reachable on all channels? That's what we often hear from contacts in companies. However, we can solve exactly this problem with MATEO's central inbox. With MATEO, companies pick up their end customers, on the channels where they feel most comfortable - without it causing any extra work for the company. Finally, all channels are consolidated into one inbox and multiple employees have access to it in parallel, so no request can get lost. Requests can be answered via computer as well as via mobile devices such as tablet and cell phone. It does not matter which operating system is involved. With the iOS and Android app, both scenarios are covered.

‍

Professional integration of WhatsApp into business processes

With MATEO, the WhatsApp Business API is provided, making WhatsApp usable in a privacy-compliant manner and professionally embedded in the company structures. This gives several employees or departments access to a representative number for the entire company. Separate numbers can also be set up for specialist departments in each case in order to better subdivide requests once again. Communication silos are thus a thing of the past. The WhatsApp number is comparable to an info@ mail address and offers transparency in the entire communication. The connection to the MATEO solution also means that the company cell phone does not have to be permanently monitored, as the requests arrive in the central inbox and notifications in the software or the MATEO app draw attention to the fact that a new request has been received.

‍

Sales boost through MATEO

Using MATEO makes it easier to collect leads across all channels. Inquiries can be addressed outside of business hours. The "autoresponder" makes the expectation clear when to expect a response. This offers the advantage over live chats where a real-time response is expected, meanwhile messenger communication can be used for time-shifted communication. The barrier to contact is also reduced. As a request via Messenger is often the easier way than via phone. At the same time, inquiries are measurably twice as likely to convert into business when they arrive via Messenger as compared to email.

On WhatsApp and co. you write with your private contacts and open the app significantly more often throughout the day than your email inbox. Accordingly, the exchange via WhatsApp is always remembered and additionally feels much more personal.

‍

Time savings for the service department and back office

Nothing is more nerve-wracking than calls that go nowhere or encounter busy phones. As a service, you just want to give them the information that the vehicle is ready for pickup. Accordingly, the customer is contacted by telephone. However, the customer cannot answer the phone all the time and calls back a little later. In the meantime, the service employee is already busy with the next activity, so the phone is not picked up. Then the game starts all over again, costing time and nerves on both sides. With MATEO, the service or back office can easily address concerns to the customer proactively via WhatsApp or SMS. For example, that the vehicle is ready for pickup or the exchange of pictures to better describe facts.

‍

Collecting Google reviews in a few seconds

Via the rating management, requests can be made from the MATEO app as well as from the desktop version with 2 clicks. In this way, our customers in the automotive industry manage to collect up to 3x more ratings per month. This creates important trust for potential new customers, so that they decide to place an order with the respective partner. This function alone can be used to calculate a very solid added value of the solution. If you manage to sustainably attract more new customers through better Google ratings, this has a positive effect on your own sales.

‍

With Mateo's WhatsApp API solution, newsletters can be sent in a GDPR-compliant manner. Due to the first-class open rate of 98% for WhatsApp messages, marketing can thus be carried out significantly better than via email or other channels.

‍

Is MATEO the right solution for my company?

It doesn't matter whether you have so far only communicated using the traditional channels of e-mail or telephone and are not yet even reachable via Messenger, or whether you are already available to your customer on multiple channels. MATEO is the right partner for both scenarios. We can connect the existing channels and phone numbers as well as apply for one or more new numbers for you, which you can then use for communication
What issues are you currently dealing with?
Do you want to integrate and make channels accessible in a GDPR-compliant way?
Are you interested in building closer relationships with your end customers?
Is a shortage of skilled workers a problem for you and would you like to save valuable time by optimizing processes?
Are you willing to collect more positive and authentic Google reviews?
Do you want to generate more new business?

‍

No matter what scenario or what goal you are pursuing. We will be happy to show you how other companies in the automotive industry are already benefiting from MATEO. Please feel free to book a non-binding consultation appointment here.

With Mateo we manage to provide a contemporary customer communication. Sales, service and back office all work with the solution to provide the best possible experience for the end customer.

Thomas Hertlein

Car dealer Hertlein