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Safelite AutoGlass' Alexa skill and Watch Us On Our Way

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Safelite AutoGlass
Company Description: With more than 7,800 MobileGlassShops™ and stores in all 50 states, Safelite AutoGlass® is the nation’s largest provider of vehicle glass repair and replacement services. Last year 6 million customers chose Safelite AutoGlass for its 24/7 national contact centers, advanced online scheduling, superior repair and replacement systems, and the industry’s only nationwide lifetime guarantee.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - All Other Industries

Nomination Title: Safelite AutoGlass introduces Alexa skill and Watch Us On Our Way to enhance customer experience

Tell the story about your organization's innovations in customer service since the beginning of July 2016 (up to 650 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:

As a customer-driven organization, Safelite® AutoGlass implements innovative solutions to meet our customers’ needs often before they identify the actual need or want. This year, Safelite AutoGlass introduced two new technologies to enhance our customer experience—a Safelite Alexa skill, and an enhancement to On My Way Text, called Watch Us On Our Way.

Our commitment to innovation is demonstrated by a new Alexa Skill. The initial goal was to identify ways to offer voice-control solutions for our customers. In this emerging and quickly growing space, we evaluated options to leverage a new environment for our brand. Monitoring the sales velocity of home voice assistants and observing forecasts that predict significant growth, Safelite Works (our innovation lab) saw a growing opportunity for the future.

Within only a few weeks of time, our Alexa skill went from proof of concept to live. Developed by Safelite Works, and refined by the Safelite Technology Team, the Alexa Skill offers consumers several ways to begin the process of getting their auto glass repaired. With an Alexa-enabled device, users can say things like: “Alexa, tell Safelite I cracked my windshield,” or “Ask Safelite where is the nearest location,” or “Tell Safelite to get a quote,” and more. It even offers the opportunity to hear our catchy jingle by saying, “Play the jingle.” The skill is another touchpoint to reach consumers in an environment of adoption that continues to grow.

With the goal of identifying opportunities in a new environment, the Alexa Skill has been a success. We’ve learned about best practices in voice control, and better understand effective ways to engage a consumer in audio-based interfaces. For example, it can be too cumbersome asking a customer to use the skill for inputting the necessary data (full address, phone number, date availability, etc.) in scheduling an appointment via voice control. Therefore, the Skill includes cross-device integrations allowing it to prompt a text message, which directs the user to Safelite’s website for data input to schedule an appointment. We’re excited about the future opportunities voice assistants present as we more effectively engage with customers.

Another way Safelite has upped the innovation with our customers is Watch Us On Our Way. The new feature allows Safelite customers to make the most of their day, even while waiting for a Safelite mobile technician to arrive. With technology so prominent in consumers’ lives, we see opportunity to simplify customer interactions and add value in unexpected ways.

Watch Us On Our Way capitalizes on technology similar to Uber or Lyft, by showing the exact location of a technician en route to a customer’s location. Safelite customers can elect to receive a text when their technician is on the way. The text is supplemented with a link for a map view, updated in real-time, and includes their technician’s location. The customer knows exactly when the technician will arrive, so they can prepare accordingly or accomplish one more task in those last few minutes. We know that in today’s fast-paced world, consumers want to leverage every minute of the day.

Since launching Watch Us On Our Way, approximately 30% of customers who received the link have used it. Initial feedback has been positive, reinforcing that Safelite is a customer-driven organization that leverages technology to bring unexpected happiness to people’s everyday lives.

These innovations in customer service make it even more convenient for customers to interact with us how and when they like. This saves time and removes the headache out of what we know can be an unexpected challenge—needing a windshield repaired or replaced. With our Alexa skill and Watch Us On Our Way, Safelite AutoGlass is committed to helping customers make more time for what matters most to them, while providing the technology to help them do just that.