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New package combines real-time text and email updates with customer insights from satisfaction surveys and social media data.
Mitchell has announced the availability of RepairCenter Reputation Manager. The new package offering combines real-time text and email updates with advanced customer insights from satisfaction surveys and social media data to improve repair shop and vehicle owner processes.
The new bundle provides repair shops with the tools to increase repeat business and referrals by providing actionable insight into the customer experience, according to the company. Mitchell says that by adding the dimension of online customer satisfaction surveys and incorporating reporting and analytics technology, repair shops can now better identify steps during the repair process that can be improved.
"Customer retention and business growth go hand-in-hand, but until recently, repair shops haven’t had the breadth of automated tools needed to improve upon the customer experience," said Anlin Sethi, senior manager of product management, auto physical damage solutions. "By incorporating real-time interaction and engagement, alongside robust survey analytics, Reputation Manager allows repair shops to improve their reputation and build stronger customer bases."
RepairCenter Reputation Manager features a Text Analytics Engine and Customer Sentiment Dashboard that provide actionable data from open-ended survey questions and social media chatter.
“The dashboard is a very quick and easy way to see how your business is performing,” said Kelly Raz, director of operations for Kadel’s Auto Body in Portland, Ore. “When technology can provide the analysis for us and there is no need to spend hours reading a bunch of surveys, that is a good thing.”
In addition, Reputation Manager will include Mitchell’s RepairCenter Web Status tool, a communications feature that keeps customers informed throughout the repair process. Web Status allows shops to communicate the status of a repair to customers via an online Web portal, email or text message.
The Reputation Manager package includes:
- Unlimited customer satisfaction surveys
- No DRP management fees
- Customer satisfaction data delivered in real-time coupled with action alerts
- Enhanced reporting, subscriptions and employee performance monitoring
- Vehicle Status Messaging via email and text messages