A bespoke customer experience
Choosing a vehicle is an expensive and emotional purchase. Once the decision is made, a customer’s interaction with their chosen brand can last for years, starting with an online enquiry and progressing to sale, aftersales and renewal.
Yet traditionally, all those customer touchpoints – and the different communication channels – are kept separate. Worse, in around 20% of cases, leads generated via digital channels receive no response at all.
Our CX platform enables us – and you – to link prospect engagement, customer re-engagement and aftersales contact into one holistic picture. Omni-channel contact, whether from phone calls, website visits, email and SMS responses, are all brought into one place where they can be analysed. This is used to inform outbound calls and callbacks, intelligent call routing, triggered emails, SMS and social media interactions. The platform accommodates the customer’s own contact and channel preferences, putting them in control and improving their perception of the brand.
Not another system?
Many dealer groups and automotive businesses already have multiple customer-facing systems, and we know that sales, service and finance managers have enough on their plates already. The beauty of our CX platform is that it can integrate seamlessly with existing systems. A clear, straightforward dashboard shows the customer contacts we’re making and the outcomes, in one place, in real time.
Increase efficiency, reduce cost and minimise headcount
The combination of our dynamic CX platform and intelligent CX agents gives us the flexibility to offer a broad range of call-based products. One example is pre-sale qualification, where our agents take a prospective customer through a series of questions to triage their capability to meet credit requirements. This means we only make appointments for customers likely to obtain credit. Our work for Trade Centre provides a case study for this.
The task calls for speed, sensitivity and diplomacy, as we’re dealing with prospective buyers who may not have a clear idea of their own creditworthiness. On the other hand, sending under qualified prospects through to the showroom floor wastes the time of both the sales team who could be focusing on other customers, and the customer.
Streamline customer contact for best outcome
We have also created a bespoke process for CARWOW’s ‘Sell my Car’ offer, which involves customers who wish to sell their vehicles. Agents call the customer to review the details of the car they have submitted to gain a clear and realistic picture of the vehicle’s age, mileage, and condition. The success of this programme calls for speed, teamwork and transparency, with empathetic and professional agents negotiating a price that the customer is happy with and which dealers are likely to pay. CARWOW and Direct Affinity CX jointly review the actual prices achieved at auction to continually refine the process.
Our clients appreciate the flexibility of the CX platform, which enables them to view results in real time and even to listen to call recordings. When refinements or tweaks are needed, we’re able to pivot quickly and test new approaches.
