Automotive industry

Whether car dealership, workshop, tire dealer, etc. - MATEO turns the automotive industry into local champions

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30+ industries already trust Mateo

The positive customer experience comes first

The automotive industry in particular is keen to offer an all-round positive customer experience. After all, buying a car involves a major investment for the end customer and you want to be well advised. It doesn't matter whether it's the purchase of the car or the maintenance of the vehicle.

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Car dealerships, garages and car rental companies have long since discovered WhatsApp as an important communication channel with prospective and existing customers. After all, they want to reduce the hurdle of establishing contact and communication via Messenger is often the easy way to save both sides a lot of time. However, using private WhatsApp accounts and the WhatsApp Business app is not the ideal solution for companies. After all, these channels form communication silos and there is no transparency for other employees as to what communication has taken place. Furthermore, WhatsApp Business can only be used on a mobile device and as soon as the battery is empty or the responsible employee is on vacation, customer inquiries are quickly lost. On the other hand, private WhatsApp and WhatsApp Business are not GDPR-compliant.

The shortage of skilled workers does not stop at the automotive industry and companies are therefore finding it difficult to staff telephones at all times. It is not a great customer experience when you try to reach the company and the phone is not answered or is permanently busy. As a result, potential business deals are lost as the customer does not wait for the company and turns elsewhere. At the same time, this is not a modern customer experience and eats away at customer satisfaction.

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The e-mail channel absolutely has its raison d'être and is also suitable for formal communication. For example, for sending an official offer. However, email is not the best channel for quickly answering queries, exchanging images of spare parts/damage or simply making an appointment. With our customers, we were able to significantly measure that inquiries via email result in fewer business transactions than inquiries via messengers such as WhatsApp.

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Trust plays a decisive role, especially when buying a car, renting a vehicle or having it serviced. Consumers therefore check very carefully which car dealership, garage or car rental company is trustworthy. In local companies, employees often take on several roles at once. As a result, they simply do not have the capacity to ask the customer for an online review after a completed service. Although many customers would be willing to leave a positive review, in the end this is simply forgotten.

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Increasing sales with WhatsApp newsletters: leveraging upselling and cross-selling potential

This is probably one of the most important arguments for WhatsApp in the automotive industry, especially with regard to your sales: The WhatsApp Newsletter

Reading tip: You can find all the information about the WhatsApp newsletter blog article in our article "WhatsApp newsletter - the marketing of the future"

In the automotive industry in particular, there are almost unlimited opportunities to tap into upselling and cross-selling potential with occasional newsletters to your existing customers. For example, you can remind your customers of upcoming inspections, oil changes, MOT tests or tire changes, ideally with a few suggested dates. Send regular updates about your new and used car stock to customers who you know are interested in buying. Or draw your customers' attention to your large selection of antifreeze, snow chains and de-icer spray at the onset of winter - possibly even with a 10% discount code. You can also offer customers who have recently bought a car from you corresponding accessories (rims, seat covers, floor mats, software packages, ....) via WhatsApp. With a little creativity, there are countless ways to generate additional sales with WhatsApp newsletters and retain existing customers with useful reminders and discount promotions.

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How does the automotive industry benefit from the MATEO solution?

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Central inbox

Many companies are concerned that providing communication via messenger channels involves a lot of work. There is a lack of employees to manage day-to-day business in the best possible way. And then we also have to be available on all channels? You often hear this from contact persons in companies. However, we can solve precisely this problem with MATEO's central inbox. With MATEO, companies can pick up their end customers on the channels where they feel most comfortable - without causing any additional work for the company. After all, all channels are consolidated in one inbox and several employees have access to it at the same time so that no inquiries can get lost. Inquiries can be answered both via computer and mobile devices such as tablets and cell phones. It doesn't matter which operating system is used. Both scenarios are covered with the iOS and Android app.

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Professional integration of WhatsApp into business processes

MATEO provides the WhatsApp Business API, which means that WhatsApp can be used in compliance with data protection regulations and is professionally embedded in company structures. This gives several employees or departments access to a representative number for the entire company. Separate numbers can also be set up for specialist departments in order to better subdivide requests. This makes communication silos a thing of the past. The WhatsApp number is comparable to an info@ mail address and offers transparency in all communication. Thanks to the connection to the MATEO solution, the company cell phone does not have to be constantly monitored, as the requests are sent to the central inbox and notifications in the software or the MATEO app draw attention to the fact that a new request has been received.

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Sales boost through MATEO

The use of MATEO at makes it easier to collect leads across all channels. Inquiries can be addressed outside of business hours. The "autoresponder" makes it clear when to expect a response. This offers the advantage over live chats, where a real-time response is expected, while messenger communication can be used for time-delayed communication. The hurdle of establishing contact is also reduced. As an inquiry via Messenger is often the easier way than over the phone. At the same time, inquiries convert measurably twice as well into business deals when they arrive via Messenger as compared to email.

People write to their private contacts on WhatsApp and co. and open the app much more often throughout the day than their email inbox. This means that exchanges via WhatsApp are always remembered and also feel much more personal.

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Time savings for the service department and back office

Nothing is more annoying than calls that go nowhere or are answered by busy phones. As a service, you just want to let them know that the vehicle is ready for collection. The customer is therefore contacted by telephone. However, the customer is unable to answer the phone all the time and calls back a little later. In the meantime, the service employee is already busy with the next task, so the phone is not picked up. Then the game starts all over again, costing time and nerves on both sides. With MATEO, the service or back office can easily address concerns proactively to the customer via WhatsApp or SMS. For example, that the vehicle is ready for collection or the exchange of images to better describe the situation.

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Collecting Google reviews in just a few seconds

Requests can be made from both the MATEO app and the desktop version with 2 clicks via the review management system. This enables our customers in the automotive industry to collect up to 3x more reviews per month. This creates important trust for potential new customers, so that they decide to place an order with the respective partner. This function alone makes it possible to calculate a very solid added value of the solution. If you manage to sustainably attract more new customers through better Google reviews, this has a positive effect on your own turnover.

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With the WhatsApp API solution from Mateo, newsletters can be sent in compliance with the GDPR. Thanks to the first-class open rate of 98% for WhatsApp messages, marketing can be carried out significantly better than via email or other channels.

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Is MATEO the right solution for my company?

It doesn't matter whether you have only been communicating via the traditional channels of email or telephone and are not yet available via Messenger or whether you are already available to your customers on several channels. MATEO is the right partner for both scenarios. We can connect the existing channels and telephone numbers as well as apply for one or more new numbers for you, which you can then use for communication
What issues are you currently dealing with?
Would you like to integrate the channels in compliance with the GDPR and make them accessible?
Are you interested in increasing the loyalty of your end customers?
Is a shortage of skilled workers a problem for you and would you like to save valuable time by optimizing your processes?
Are you willing to collect more positive and authentic Google reviews?
Do you want to generate more new business?

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No matter what scenario or goal you are pursuing. We will be happy to show you how other companies in the automotive industry are already benefiting from MATEO. Book a non-binding consultation appointment here.

With Mateo, we are able to provide modern customer communication. Sales, service and the back office all work with the solution to offer the end customer the best possible experience.

Thomas Hertlein

Hertlein car dealership