Safelite AutoGlass
Company: Safelite AutoGlass
Company Description: Safelite AutoGlass is the nation’s leading provider of vehicle glass repair and replacement services.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: e-Commerce Customer Service Award
Nomination Title: Safelite AutoGlass
Tell the story about your e-commerce-based customer service initiatives since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
Safelite AutoGlass®, the nation’s leading provider of vehicle glass repair and
replacement services, incorporates the latest online and social media tools to
connect with its nearly 4 million annual customers.
When customers visit Safelite.com, they can choose to book an appointment
online or call the 24/7 800 number. The online booking process is unique in
the vehicle glass industry as Safelite® is the only one to offer this option
that does not require a call-back function to finalize the appointment.
If customers have questions while booking an appointment online, they can use
the Click To Chat to instant message with a highly qualified service
representative.
In April 2011, Safelite® launched the mobile version of Safelite.com, which
also allows customers to schedule service from their mobile phone. Since
launching it, Safelite® averages 125 requests per day from this medium. Now,
more than 20 percent of the site’s traffic is from a mobile product (iPad,
iPhone, media players, game consoles, etc.).
In November 2011, Safelite® will introduce an iPhone application for quoting
and appointment options as well. Users will be able to self-diagnose their
damage, determine service options and review available payment methodologies.
Once customers schedule service, via phone or Internet, they receive a
Technician Email Profile containing the name, brief bio, credentials and
photograph of the technician coming to their home or office. The email, which
is sent the night before or the morning of the service, also provides the
estimated time of service and location as a confirmation. To our knowledge,
Safelite AutoGlass® is the only one in the industry (and similar mobile
service providers for that matter) to offer the Technician Profile Email. It
has been extremely well received. In fact, 85 percent said they felt more
comfortable with the technician coming to their home once they receive the
email. We also read lots of positive feedback about it on the Safelite®
Facebook page.
Finally, Safelite® hosts active Facebook and Twitter accounts, engaging
customers before, during and after service. If a customer experiences a
service issue and connects with Safelite® via Facebook or Twitter, the
situation is quickly routed to a specialized customer service representative
to resolve the issue. All of Safelite’s social media channels are open forums
for feedback.
By incorporating the latest online resources, Safelite’s customer can choose
how to interact with the company – from no customer service human interaction
to 100 percent human interaction, via the 2,000 seat national contact center…
before, during and after service.
List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.facebook.com/safelite
http://twitter.com/#!/safelite
http://www.glassmagazine.com/news-item/auto/safelite-autoglass-introduces-
technician-profile-e-mail
http://www.thebalancingact.com/story/?id=3232
https://www.safelite.com/sslPages/contact.jsp?callback=true
Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:
Jennifer Kielmeyer is the Web and Emerging Technologies Strategic Marketing
Manager at Safelite AutoGlass®. She is responsible for managing social media;
search engine optimization; search engine marketing; online reputation
management; e-commerce; web analytics; usability; and e-mail marketing for
retail, commercial and wholesale brands nationwide.
Kielmeyer is an associate faculty member of the University of Phoenix,
teaching undergraduate- and graduate-level marketing and media-based courses
through the university’s Columbus, Ohio, campus.
She received both a bachelor’s and master’s degree in marketing, with
specializations in digital communications and e-commerce, from Franklin
University.