WhatsApp for car service centres: service reminders, job status and complaints
How a service centre runs WhatsApp: reminders from a vehicle list, job status as saved messages, complaints as tickets and a number per workshop.
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- By WavesFlo team
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- Published
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- 2 min read
A service centre's customers ask three things: when is my service due, what is the status of my vehicle, and why was I charged this. Reminders go out from a list, status goes out from saved messages, and the complaint becomes a ticket with the job card number required. A number per workshop keeps each branch's chats separate.
How should it be set up?
| Need | How | Note |
|---|---|---|
| Service due | A campaign from an imported list with name, model and due date as merge fields | A missing field stops that message |
| Job status | Saved messages for received, in progress and ready | Status itself lives in your workshop system |
| Estimates and approvals | A document in the chat and a note recording the reply | Keep the approval on the conversation |
| Complaints | A ticket with Job card number required | A target and an owner |
| Pick-up and drop | A task on the chat | Overdue tasks show on the owner's list |
| Branches | A number per workshop; roles per branch | Managers see all |
What does the service desk do?
- Answer status questions from saved messages after checking the system.
- Send the estimate as a document, and note the customer's reply.
- Raise a ticket for any complaint, and finish it with the job card filled.
- Send tomorrow's reminders to customers who agreed.
What are the cautions?
Send reminders only to customers who agreed to hear from you, and do not promise delivery times you cannot keep: a target in a message is a record. Vehicle registration numbers and addresses are personal data. WavesFlo does not hold job cards, parts or invoices.
What does the first month look like?
- Week 1: list workshops, service advisers and the repeat questions.
- Week 2: write status messages and the ticket fields.
- Week 3: import the due list and send a first reminder.
- Week 4: review complaint age by workshop.
What are the usual mistakes?
- Status from memory.
- Estimates agreed in a voice note nobody logged.
- Complaints with no job card number.
- Reminders to customers who moved away.
A workshop on WavesFlo keeps each job's thread under the advisor who owns it, so status questions are answered from the conversation instead of from memory, and a complaint becomes a ticket that carries its job card number. The features page describes tickets and their fields.
Questions
Can a service centre send service reminders on WhatsApp?
Yes, one message per row of an imported list, to customers who agreed, with merge fields.
Can complaints be tracked?
Yes, as tickets with the job card number required.
Does it hold job cards?
No. Keep them in your workshop system.