Call Center Software for Automotive Industry
Promote and grow your automotive dealership and service business
Trusted by 1500+ customers.
How often do you follow up with customers who have purchased their automobile from your dealership? How often do they come back to you after the initial free checkups and services? Most automobile dealers typically look at about 2 to 3 years of customer value, and beyond which they don’t follow through.
Our automotive call center services can help you do the follow-ups and make it easier for your customers to reach you. If we tell you that this can result in an additional 40 % to 60% increase in service revenue and referrals, we are sure that you’d be interested.
This is what we have helped some of the automobile dealerships achieve. You can also check our article on Automotive Customer Experience.
Request a DemoOur Platform Features – Automotive Call Center Services
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Agent SMS
Instantly confirm appointments, reschedule appointments, arrange for pick up and delivery, send payment reminders, alert individuals of service-due, recalls, and oil changes via text messages
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AIVMS
Send voice broadcasts with simple key response options for your customers to provide feedback, fill up surveys, confirm/change appointment information, or deliver one-tap responses
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Vocal Direct
Send thousands of recorded voice messages at the click of a button. This will ensure that the customers receive the message while reducing the cost associated with manual outreach
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Autodialer and predictive dialer
Helps your agents reach out to a maximum number of customers with no loss of productivity. This can help you monitor busy signals, voicemails, no-answers, and disconnected numbers to improve the efficiency
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Analytics
Running analytics on call recordings and text messages would help you understand the friction points in the customer journey and remove them
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Omnichannel
Omnichannel provides a single view of the customer for your customer-facing resources. This will allow them to address customer needs quickly and efficiently
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Integrations
Integrations with CRMs, helpdesks, and other best-of-breed solutions within the organization, allow you to view every customer interaction
Ensure Seamless CX in the Automotive Customer Journey
Customer experience in the automotive industry involves purchasing and owning a vehicle, including researching and choosing a car, negotiating the purchase, financing, servicing, maintaining the vehicle, insurance, and eventually trading it in or selling it.
These are high-value B2C purchases, and customers are typically concerned about the long-term value and reliability of the product.
While the OEMs will ensure the quality and reliability of the automobile, the buying and the after-sales support and service experience will have to be addressed by the dealership network.
How do you go about addressing it?
- Ensure that the customers don’t get sold. Instead, provide them with the information to make the purchase decision.
- Make it easy for them to reach you for any service issue – be available on call, email, text, and chat 24×7.
- Ensure omnichannel capabilities that’d allow the customer-facing resources to pull out every detail and the interaction the customer has had with your organization.
- Seek active feedback from your customers and act on them proactively. Keep your customers informed about the follow-up action on the feedback.
- Send alerts and reminders using text, emails, and automated voice broadcasting so that the customers don’t miss any preventive maintenance schedules.
- Keep in constant touch with them, and keep them appraised of newer variants and models that you introduce.
Frequently Asked Questions
What is an automotive contact center?
Automobile purchases are typically high-value purchases, and customers expect a high standard of service.
With a contact center platform, you could receive and manage incoming customer calls for service and parts and schedule customer repairs directly on the dealership’s service appointment calendar.
Besides, it would allow you to send reminders on pending scheduled maintenance and also seek active feedback from your customers to improve the experience.
What is critical in automotive contact centers?
Customers do their research for 7 to 8 months before they zero in on a model and brand to buy their vehicle.
Once they buy the product, it is the experience you provide that will make them loyal to your brand. The experience must outweigh everything else in the customer journey.
How long does it take for you to get positive results from implementing a contact center platform?
You will start seeing results within the first month of setting up your contact center platform. As time passes, the process kicks on, making it quick and efficient for both the dealership and the customers.
Every customer wants to be heard and wants you to act on their response. What better way to do it than using automated tools to collect and analyze their feedback?
You’d not miss anything, and when you go back to them on what you have done to address their concerns, they will be thrilled.
How does a contact center platform help in maximizing my revenues?
As a dealership, a large portion of your revenues comes from servicing the automobile and selling parts and perishables.
How do you get people to come to your dealership repeatedly?
By sending them reminders in advance and scheduling pick up and drop off of the vehicles. You can do this by sending them text, email, or voice messages with an option for them to respond. This would allow you to gain the servicing business from your customers.
Once the service is done, imagine calling them up a day-after delivery and a week after delivery and checking specifically on the complaints they had mentioned while you undertook the service.
This will make your customers love you, and most likely, you will get a loyal customer.
Related Resources
Know how an automobile dealer used our automotive call center software to increase their service revenues.