AI-powered customer engagement specialist Novaco.AI has expanded its Nova messaging platform to help dealerships turn automated reminders and service updates into two-way WhatsApp conversations that can complete customer tasks.
Its new Campaigns and Notifications functions allow dealerships to send personalised messages covering MOTs, maintenance, recalls and workshop activity.
Instead of directing customers to a website, booking portal or telephone number, Nova can answer questions, gather information and book an appointment directly into a dealership’s workshop planning system.
Novaco said the technology is intended to replace the traditional “Do Not Reply” approach to automated email and SMS communication with conversations capable of delivering an outcome.
WhatsApp completes the booking
Existing dealer systems can trigger Nova Messaging through an application programming interface when a customer needs to be contacted.
The customer then receives a personalised WhatsApp message and can reply within the same conversation.
Nova can identify the required service, respond to questions, check workshop availability and confirm the booking without requiring the customer to complete a separate form or call the dealership.
The Campaigns function can be used for MOT and maintenance reminders, vehicle recall activity and efforts to re-engage customers who have not visited the workshop for an extended period.
Maarten Bekkers, founder and chief executive of Novaco, said: “Email and SMS have only ever done half the job. They’ve always been excellent at informing customers, but not at helping customers. Almost every automated message ended with another click, another website or another phone call.
“With Nova Messaging, an automated message becomes a conversation that actually completes the task. Whether it’s booking a workshop appointment, responding to a recall campaign or keeping customers informed during a service visit, the conversation itself delivers the outcome.”
Service updates cut inbound calls
The new Notifications function allows dealerships to issue operational updates automatically from their dealer management system, workshop planner or other business software.
Customers can be told when their vehicle has been received, when diagnosis has been completed, when approval is needed for additional work and when the car is ready for collection.
Novaco said keeping customers informed through WhatsApp could reduce the number of inbound status calls handled by dealership employees and remove repetitive communication tasks from workshop teams.
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