Being in the software industry, I love to hear stories about how implementing various technologies have a positive impact on business. This story on Virtual Auto Body of Dayton (out of Fairborn, OH) caught my attention for just that reason. Virtual Auto Body figured out a way to keep their customers informed of the status on their vehicle, which in turn, is keeping them happy. They installed 10 web cams around their shop and they stream the video live on their website. Therefore, giving their customers better access to the status of their repair, and exactly what goes into fixing their vehicle.
If you check out their website you can also see that they offer a plethora of other online features as well which include live chat support, online payment of your deductible, email and help desk, and customer surveys. This shop has definitely grasped the idea that people like to get as much information from their service providers online as they can - and it sounds like it's working for them!
Have you implemented any features like this on your website? If so, how are they working for you?