AI Is Calling
by Patricia Smiley
Most people in the automotive glass repair and replacement industry remember the good old days. We did everything over the phone and on paper then. We even priced vendors the same way — one phone call at a time. I watched the automotive industry slowly become more electronic and technology-based, and at times it seemed like we might never fully embrace online vendors. But here we are, surrounded by technology. Like it or not, that’s the way of the future. You can get in front, or get left behind.
A New Age of Technology
Artificial intelligence (AI) is a hot topic, one that’s growing in every industry. According to a recent Forbes study, AI-backed marketing increased revenue by 15%. The automotive glass industry is well-positioned to benefit from AI, particularly in front-end customer interactions. This includes interactions on your website and customer care after hours.
For retail auto glass shops, AI can help create a customer experience that includes real-time quoting while also letting customers know, “We see you, and we’ll be in contact with you soon.” Just as importantly, it generates a lead.
What’s it Worth?
Today, auto glass business owners and managers can file, order, return and bill electronically, often without ever speaking to another person. This means demands of our office staff have changed. Their time is best spent where it matters most: closing sales and billing those sales promptly.
Think about what a lead is worth to your business. That person found your business through some form of marketing. Make that opportunity count. As I always say, “Ask for the sale!”
The ability to offer customer engagement 24/7 is a huge win for automotive retail glass shops. AI can answer quote questions, capture leads and confirm appointments. Think about how much time that frees up for your office staff.
The most successful companies will use AI at scale to improve customer satisfaction and enhance overall experience. So instead of viewing AI as a negative, view it for what it can be: a powerful sales tool and a lead generator. Remember, every interaction is a lead. It’s up to our teams to close the deal.
Editor’s Note: The Auto Glass Week™ Keynote speaker, futurist Jonathan Brill, will discuss AI and all these topics as they relate to the insurance-auto glass interface. For more information, visit www.autoglassweek.com.
AI has made its way into our everyday lives. Now, it’s knocking on the door of the auto glass industry, too. Will you answer?
Patricia Smiley is the president of Quackt Glass in Columbia, South Carolina. Connect with her on LinkedIn.
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