Online booking vs phone: what customers actually choose

Workshops that add online booking hear the same thing: "great, but people still call." That is not an anomaly — it is the pattern.

What actually happens

• 60–75% of bookings still arrive by phone — at tyre shops, auto services, anywhere there is a size, a product and a question.
• The online form works for repeat customers who already know what they need — a small group.
• Messaging (Viber/WhatsApp) is growing — but only when the answer comes fast.

Why the phone

The customer has the tyre size written on the car, not on paper — and cannot name it. They want to ask, to hear the price, to agree on a time. That is a conversation — not a form.

What it means

The shop cannot pick the channel — the customer picks it. So the reception has to answer: on the first ring, in a minute on a message, on a form as well.

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