What the caller can do
Book a service, change a time, cancel, or ask whether the car is ready. Merrows offers the slots your Shopmonkey calendar has open, writes the appointment with the vehicle and the reason for the visit, and confirms it back by text.
A caller who wants the advisor is transferred with a summary of what they said, so the advisor picks up mid-conversation rather than from the beginning. When every advisor is with a customer, Merrows takes the booking itself and the advisor sees it on the calendar rather than in a voicemail queue.
What the shop sees
Appointments land on the Shopmonkey calendar the way a front-desk booking does, with the customer, the vehicle and the concern attached. Status answers are read from the work order, so the customer hears what the shop actually recorded.
Every call is transcribed and kept with its appointment. A dispute about what was promised is a read of the transcript, and the numbers show how many calls booked, how many asked about a car in the bay, and how many needed a person.
Nights, weekends and text
The line is answered when the shop is closed, and a booking made at ten on a Sunday is on the calendar before Monday. The same conversation runs over SMS and website chat for customers who would rather not call, and a confirmation text goes out for every booking however it was made.
You pay by outcome: a booking made or a status question answered is a resolved conversation, and a transferred call costs less. The cost guide sets that against the minute-capped plans most auto-shop receptionists sell.