CarWatch Revolutionizes Customer Surveys with MyLINK Connect

Mira Ansnes Aarøen2025-04-03

For CarWatch, the goal was clear: to challenge the standard for customer satisfaction surveys in the automotive industry. Traditional surveys are often static and impersonal, with email as the primary channel. In order to improve response rate, CarWatch wanted a more dynamic, engaging, and interactive solution that made it easier for end users to respond.

"We aimed to make customer surveys more interactive and engaging. Traditional solutions are often static and lack engagement, so we identified a need for a more seamless experience for the end user." – Changiz Hosseini, Head of CarWatch.

From Static Surveys to Two-Way Communication

In order to create a more modern and efficient solution, CarWatch chose LINK Mobility's chatbot platform, MyLINK Connect. With its underlying chatbot technology, the solution enables interactive surveys via SMS, allowing two-way conversations with recipients.

"Email as the primary channel was simply outdated. SMS stands out and provides a much higher response rate. With MyLINK Connect, we can offer a more dynamic interaction and tailor surveys to the user," says Hosseini.

The technology behind MyLINK Connect made it possible to:

• Create more engaging and flexible surveys

• Use automated logic to tailor surveys to the end users

• Include images, CTA buttons, and smart flows for a better customer experience

Nanna Kvannes, Marketing Manager at CarWatch, continues: "The chatbot technology gives us the ability to build a flow based on the recipient's interactions and answers. They can either write their own response or choose between predefined options—making it quick and easy for them to provide feedback."

Quick Implementation and Close Collaboration

The journey from idea to finalized solution was smooth. CarWatch experienced a fast and efficient implementation, with thorough documentation and close follow-up from the LINK Mobility team.

"The LINK Mobility team was highly collaborative and played a key role in getting the solution up and running swiftly. We requested a customized setup with SMS that would direct users to a chatbot, and thanks to the flexibility of MyLINK Connect, the implementation was straightforward, says Hosseini.

Jenny Steindal, Technical Customer Success Specialist at LINK Mobility, adds:

"At LINK Mobility, ensuring our clients experience a seamless and effective implementation, no matter their needs or complexity, is a top priority. We understand that a swift start and ongoing support are essential for success, which is why we focus on providing flexible solutions that can be easily customized for various industries and use cases. It's great to hear that CarWatch found both our collaboration and technology intuitive and easy to use—exactly as we intend. We're excited to continue our partnership and assist them in further developing innovative communication solutions."

A Key Tool for Enhanced Customer Journeys

For CarWatch, MyLINK Connect has become an integral component of their product, CarWatch Pulse, which empowers the automotive industry with deeper insights into the customer experience.

"MyLINK Connect is essential to our solution. With this technology, we can address multiple stages of the customer journey and ensure our clients gain even more valuable insights and control," says Hosseini.

CarWatch Pulse is an innovative platform that offers real-time insights into the customer’s experience following a service visit or car purchase. Through automated customer and NPS surveys, CarWatch Pulse helps car importers, dealers, and workshops to get a better understanding of customer needs, improve service quality, and foster loyalty. The solution drives high response rates by leveraging mobile-friendly, interactive surveys via SMS and chatbot technology from LINK Mobility, making feedback not only easier to provide but also more valuable to analyze.

A Game-Changer for Modern Customer Communication

When asked if CarWatch would recommend MyLINK Connect to others, Hosseini’s response is clear:

"Absolutely, to anyone seeking a more flexible and modern communication solution. MyLINK Connect provides access to multiple channels, is easy to customize, and fosters more engaging customer dialogues. If you're looking to stand out in how you communicate, MyLINK Connect is definitely worth considering."

Kvannes adds, "If you want to think outside the box, MyLINK Connect is a robust solution. It allows you to craft exceptional customer journeys and communicate in a more personalized way."

With MyLINK Connect, CarWatch has not only revolutionized the way customer surveys are conducted but has also unlocked a new era of interactive, data-driven customer insights—a pivotal step toward the future of customer communication.