Stoneacre Motor Group
A 100-location UK auto group runs free chat across its sites with paid after-hours staffing for night and weekend buyers.
Who they are
Stoneacre Motor Group has been a family-owned automotive business in the UK since 1994. The group represents 25 manufacturers across 100 locations, runs 16 body shops, and handles new and used car sales, after-sales servicing, repairs and parts distribution. Digital Manager Sasha Miller and Digital Team Leader Callum McKenzie run the digital side.
What they were dealing with
The shift to digital and social changed when and how customers wanted to talk to a dealer. Showroom hours stopped lining up with browsing hours, and Stoneacre needed a way to engage someone reading about a car at 11pm without staffing every dealership overnight.
We can speak to the team handling customers out-of-hours 24x7 every day of the year.
How tawk.to helped
Stoneacre put tawk.to live chat on the website for free, then layered in Hired Agents at $1/hr to take chats outside of dealership hours. The digital team can watch chats in real time, message each other internally, and update the shared knowledge base on the fly as new questions come up.
What changed
Customers can reach a representative 24/7/365, whether through the showroom team during the day or the after-hours coverage at night. The internal knowledge base keeps improving as conversations happen, which means the answers get faster and more consistent over time.
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