In a recent Toronto Star automotive article titled Phone Apps connect Customers, Dealerships, highlighted an example of how a smart phone application can do away with the need for a customer to call for a car service appointment, thereby eliminating the customer service representative on the other end of the phone. When the customer arrives at the dealership, the service staff is waiting avoiding line ups and paperwork. At the end of the repair, the customer can use a smartphone to pay.
According to the article, mobile technology is already in place to do this and the National Automobile Dealers Association Convention had an emphasis on how to market to a younger generation who are more technical to today’s digital world.
There are applications to send service alerts to customers through text messages.
It takes time to roll out applications for each dealership but as vendors start creating packages that are implemented by dealerships, then the staff that used to act as customer service representatives can be significantly reduced or eliminated.
These applications can be used in other industries as well. Generalize this to any doctor or dentist’s office where someone has to book appointments. Take out food can be ordered through a phone and then picked up. There are more and more examples of applications that will be from the consumer to the office/ store /dealership, eliminating customer service representatives.
With the possibility of the IBM Watson computer technology acting for service reps and Mobile phone and Smart phone applications eliminating the need for customer service representatives, it is possible that this kind of job will become obsolete? Leave your comments below.