Meet Your Support Agent: Shoshana Elias

Meet Your Support Agent: Shoshana Elias

The “Meet Your Support Agent” feature provides an inside look at the SocialCRM shop marketing 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 & social media strategies to gain competitive advantage in their market. This time we’ll discuss customer communication and tips for aftermarket shops with Shoshana Elias, who has been with Mitchell 1 as a support agent for over a year.

Marcus: What discussions have you had with your clients about customer communication?

Shoshana: I usually work with my clients on understanding the importance of customer communication in general. I explain that the idea behind good communication with their customers is to keep their business at the forefront of their customers’ minds. They may send one, two or even three emails without any response, but when the customer does find that their car has broken down or is in need of a repair, the first place they will think of coming is the place that they remember – most likely because of the emails. As a business, if you are not soliciting to your customers, someone else is.

Marcus:  How does SocialCRM help shops communicate with their customers more effectively?

Shoshana: One of the most valuable ways that SocialCRM helps a shop communicate with consumers is by automatically sending service reminders and other emails. It’s easy for consumers to forget when their next service is due, but these emails help avoid any chance of them missing their next appointment. Consumers can also communicate back to the shop through the reminders as well. When a consumer leaves the shop after a service they’ll get a thank-you email. This not only lets the consumer know that their business is appreciated, but also allows the consumer to complete a review, and keeps the lines of communication open for future interaction and business.

Marcus: What are some tips you routinely pass along to your shops about customer communication?

Shoshana: The first is thing is that it’s important for the shop owner to tell their consumers about the emails that they will receive from the shop. If a customer is expecting an email, chances are much better that they will open and read the email. It’s also important to let customers know the email contains an invitation to write a review about their experience at the shop, as well as special promotions and discounts. Effective communication with consumers is one of the most important things that shops can do to be successful — and email marketing makes it very easy and affordable.

About the Author

Marcus Mackell

Marcus Mackell is the Director of Mitchell 1's SocialCRM shop marketing product line. He joined the company in 2003 and has been in the automotive social media & retention business for over 17 years.