Meet Your Support Agent: Arika Ramirez

Meet Your Support Agent: Arika Ramirez

The “Meet Your Support Agent” feature provides an inside look at the SocialCRM service from the support agent’s perspective. In an interview format, they share expertise, insights and best practices to help auto repair shops use digital marketing strategies to gain competitive advantage in their market. This month we’ll discuss email collection and tips for aftermarket shops. We’re pleased to introduce Arika Ramirez, who has been a SocialCRM support agent with Mitchell 1 for a little over a year.

Marcus: What do you like most about your support interaction with your shops?

Arika: I like getting to know the shop owners. Every shop is different. I’m able to learn what works for individual shops and can customize the service to work better for them. We work together to create coupons or promotions for the business that focus on their specific needs. This also helps me support other clients because if I hear a similar scenario with another client, I can apply some of the same strategies that I’ve used for others to that client.

Marcus: In your opinion, what’s the most valuable feature of SocialCRM service – and why?

Arika: Everything we offer is important, because I feel that each feature has value on its own, but also the way they all work together in the full program. But if I had to pinpoint a single feature it would be eConnect, our email address collection service. Shops often have issues when trying to collect emails from their customers, but emails are such an important part of being successful with the SocialCRM marketing service, so we help shops get as many customer emails as possible.

Marcus: What are some tips that you give to shops to help them collect emails?

Arika: I tell them to educate their customers about the Owner Auto Site feature that gives consumers access to valuable vehicle information in a convenient easy-to-use website. Consumers enter their email addresses on the site, providing shops with a great source of addresses to use to communicate with and market to more vehicle owners. I also tell shops to be straight forward with their consumers when asking for their email address. Tell them that you’re not going to spam them, sell their email, or send emails other than service reminders and thank-you notes.

Marcus: What tools does SocialCRM offer that help collect emails?

Arika: When a shop starts their SocialCRM service, we send them an email sign-in sheet to use at their front counter. This is a good start, but just the beginning. For a few of my clients I’ve created a special promotion sign-in sheet that offers an incentive, such as, “Leave your email and you’ll be entered in a raffle.” One of the features that shops appreciate the very most is eConnect, our quarterly email collection service.  The system acquires new email addresses on an ongoing bases (once a quarter) which Mitchell 1 then uses to market to and communicate with customers on behalf of the shop.

About the Author

Marcus Mackell

Marcus Mackell is a Market Manager for the Mitchell 1 SocialCRM product line. He joined Mitchell in 2004 and has been in the automotive retention marketing business for over 7 years.