New Scheduling Features: Recognizing Returning Customers
We're excited to announce new scheduling features that enhance the customer experience by recognizing returning customers and streamlining the appointment booking process. These features are currently available only to customers who are not yet eligible for AutoOps. With the addition of two-factor authentication and several intelligent workflows, our system eliminates duplicate profiles and simplifies the experience for returning customers. Here’s a breakdown of the key updates.
Recognizing Returning Customers with Two Flows
1. Known Source (Campaigns or Vehicle Profiles)
For customers we already know, such as those coming from a marketing campaign or an existing vehicle profile, the process is even easier. In this flow, customers won’t need to go through two-factor authentication. Instead, they will:
- Enter one piece of identifying information (e.g., phone number) to confirm their identity.
If the information matches, they can proceed directly with booking, without needing to reselect vehicles or verify their identity again.
1. Other Sources (Website or Google Booking)
When a customer attempts to schedule an appointment from a source we don’t recognize (e.g., your website or Google), the process remains mostly the same until the customer selects their service and time slot. Before moving to the next step, customers will:
- Receive a code via their chosen method (phone or email).
- Enter the code into a verification field.
- If the code matches, the system will prompt the customer to select their vehicle from a list of vehicles associated with their profile.
From there, the booking process continues seamlessly, without needing to re-enter personal information, ensuring the customer is accurately identified.
These new flows are designed to enhance both convenience and security for returning customers. By reducing the need for repeated data entry and adding two-factor authentication, we’ve improved the overall booking experience while keeping your customer profiles clean and accurate.