One industry that works the most at a fast pace is the automotive industry.
Constant changes in consumption, implementation of technologies, and challenges from manufacturing to acquisition are just some of the variables that characterize it.
And this can be presented from all areas, including manufacturing, dealerships, and car rental businesses.
That is why, on this occasion, taking advantage of the fact that we are starting a new year of opportunities, we will discuss a key element that can potentiate the automotive industry: excellent service and constant improvement of consumer experiences.
Why can customer service make a difference?
Having a good service when making a significant purchase, such as a car, can become a change agent that will differentiate the competition.
According to a study shared by CBT News, 54% of consumers would buy from dealerships that provide better experiences compared to lower prices.
The estimated loss numbers reinforce this due to users who do not return or do not consume again from the different dealerships or rental businesses due to poor customer service. $266 billion in annual lost revenue across all franchise dealers.
Integrating tools and digital contentfor the automotive industry:
The digitization of services and products continues to revolutionize how we perceive and make consumer decisions, and it is no different from the automotive sector.
With social networks and internet pages, consumers can be better informed and not get carried away by catchy phrases or edited photos.
They take their time to make the best option based on their possibilities and needs.
Integrating and being at the forefront of digital tools and their versatile applications have become an obligation to improve operational and customer service areas.
This may vary depending on the size of the company, but there are lines of communication that are recommended to be established by default and renewed as market behavior is analyzed.
Among the most recognized of course, has been:
- Service telephone numbers
- Messages via social networks
- Digital ad campaigns with contact form
They all have a specific objective, whether answering questions, setting up appointments, or generating a database.
Still, they share something in common: covering the different digital media to increase their possibilities.
In fact,80% of buyers they get their introduction through third-party sites with some information or engaging digital content about some model or service.
The term that has been used to summarize all these contact points for consumer improvement is Omnichannel, managing to serve the 3 main levels of the buyers journey:
One of the priorities that various automotive businesses have implemented is precisely the establishment of areas such as customer service and marketing representatives, to work together and ensure that the consumer has the best experience.
Presenting all the information, in a transparent way and by different preferential formats such as videos, infographics or guides, are easy and fast ways.
Supported with a great service from trained people who understand the language of the market is vital for the automotive industry
Thanks for reading our blog, if you want to learn more about the world of outsourcing, check out our articles here.
Are you interested in speaking with the experts and enhance your automotive business CX?- you can contact us.
Content Creator Specialist at Redial BPO.
Loves to research and talk about politics, economics & culture. In his free time, binge watches movies & TV shows.