From the phone call to AI: omnichannel in workshops

A customer does not expect worries when leaving their vehicle at the workshop. They trust the quality of the repairs, expect a reasonable price, and want a personalized experience. In that last aspect, communication plays a crucial role in the relationship between customers and workshops, which, in the digital age, has become a fluid and increasingly automated conversation. Traditional communication by phone call and visit remains basic and common, but it is also very limited: it requires availability, creates bottlenecks due to human errors, and makes it difficult (or at least not easy) for the customer to know the status of their vehicle’s repair. Customers want transparency, immediacy, and to be served through the channel that suits them best.

Omnichannel: The Key to Modern Communication in Workshops

In this context, omnichannel comes into play—a communication strategy used to contact the customer through several channels under a single approach. Omnichannel is the answer to changing customer behavior and needs.
It’s not just about multiplying contact channels, but about integrating them intelligently, with a clear and previously defined strategy, to offer a coherent experience regardless of whether you communicate via web, app, email, or messaging. It’s the path to more comfortable, controlled, and closer communication. Smart omnichannel integration in the workshop will improve the customer experience and also optimize workshop dynamics and processes.

WhatsApp and Artificial Intelligence: Efficiency and Trust for the Customer

Today, there are two key elements for a functional omnichannel strategy:
The first is that the channel that stands out most for its efficiency and convenience is WhatsApp. Everyone uses it. Its integration within an omnichannel strategy is practically mandatory.
The second is Artificial Intelligence. Automating processes such as appointment creation, sending reminders, or repair status updates no longer requires manual intervention.
Therefore, the logical consequence is to integrate WhatsApp into an omnichannel strategy based on AI. This allows instant message management without the workshop team losing productivity. In WhatsApp chat, AI can immediately respond to queries like “What is the status of my vehicle?” or “I need to schedule an appointment.”

For a workshop, this integration brings real benefits: fewer calls, less manual follow-up, more accuracy, more satisfied and reassured customers, and more efficient operations with fewer errors and greater trust.
Communication between workshop and customer is no longer just information—it’s part of the experience. An omnichannel strategy powered by AI—including messaging like WhatsApp—not only improves efficiency but also strengthens the trust relationship. The future of the workshop is being written today through smart, connected, and customer-centered omnichannel communication.