Lakeside Garage and Superchat: around 80% of enquiries arrive via WhatsApp

Lakeside Garage is a car dealership based in Thalwil that buys and sells vehicles, runs a workshop and also operates a car wash and its own petrol station. Quality is a top priority here. But for a smaller business like Lakeside Garage, time constraints can make smooth customer contact difficult.

“Just a short time after introducing Superchat, I could have my evenings back without having to answer enquiries.”

Igor Udovicic, Co-Managing Director

Since introducing Superchat, all employees can focus even better on the core business and consistently deliver high-quality service while staying close to customers. With WhatsApp, this is even easier than it used to be by email or phone.

How Lakeside Garage benefits from Superchat

• Privacy-compliant use of WhatsApp Business, with more than 80% of incoming enquiries handled via Superchat.
• Fast, personal replies to incoming enquiries from AutoScout24 thanks to time-saving WhatsApp templates.
• Easy scheduling of online viewings and sharing pictures of damage via WhatsApp.
• Working from anywhere, on desktop and smartphone alike.

Efficient and close to customers at the same time

Lakeside Garage is a small business that has to handle its processes efficiently. Otherwise, the resources spent are missing elsewhere in the business, or the team regularly has to work overtime.

Thanks to the organised inbox, which brings together messages from channels such as WhatsApp, Instagram and Facebook as well as SMS and email in one place, enquiries can be answered much faster. Superchat makes it easy to keep track and handle enquiries in a single inbox.

Customers like communicating via WhatsApp. The garage is saved as a contact and is always recognisable as such.

“Reminders via WhatsApp, for example for an upcoming tyre change, are seen as an extra service from the garage. In reality, it only takes a few clicks.”

Igor Udovicic, Co-Managing Director

Answering incoming enquiries from AutoScout24 via WhatsApp

Around 80% of the enquiries that come from AutoScout24 arrive via WhatsApp. Enquiries via WhatsApp come from young and old alike and can't be traced back to any particular customer segment. This shows that WhatsApp is not only close to customers, but also the preferred way for most people to get in touch.

Efficiency boosters: templates and reminders

Thanks to the WhatsApp templates Lakeside Garage uses, professional messages can be sent in no time. The result of this efficiency gain is worry-free evenings and more ways to improve the service. Editable text passages mean it's always possible to write individual messages.

More flexibility with Superchat

With the introduction of the WhatsApp service at Lakeside Garage, flexibility has increased for both customers and the dealership itself. If a message isn't delivered straight away, nobody has to try a second time.

As soon as customers are available, they usually reply within a short time. The same goes for Lakeside Garage: there are always times when every employee is busy. Because enquiries are neatly bundled in one inbox, they can be handled efficiently whenever work allows.

This means time slots with a lot of face-to-face customer contact can be used better. At Lakeside Garage, this has led to clear improvements in day-to-day operations.

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