Experts estimate that the average person owns between eight and twelve cars in a lifetime. For the automotive industry, that means that you’re not just thinking about meeting needs today. Every time you sell, repair or service a car, you’re building a relationship, hoping to support your customer’s automotive needs in the future.
Don’t Miss Key Opportunities: By the time a potential customer calls your location for the first time, they’re already well-informed about who you are and what you do. They’ve researched your company online and know about your values and services. And they haven’t only researched your company. Just in case they get funneled into voice mail or spend a long time on hold, they’ve also got your competitor’s number handy.
To avoid losing a potential customer to a competitor, you may go for the quick fix. When dealerships or repair shops start seeing voice mails and wait times stack up, the initial thought may be to hire more in-house agents. But you may find this solution to be too costly between onboarding, training and benefits.
Instead, Invest in Relationships: Relationships are the cornerstone of success in the automotive industry. Even if your potential customer takes a moment to leave a voice mail, it is still a missed opportunity. You’ve missed a chance for connection, for conversation, for building a relationship.
You’re not just in the business of selling or servicing cars. You want to build a long-term, mutually beneficial partnership with each customer that is based on trust, responsiveness and an understanding of their needs. These elements create the right incentive to keep a customer coming back for every repair, for every service appointment, for every additional car they own over a lifetime. As their needs change across various stages of life, you’re right there in lockstep with them.
Inbound Contact Center Services Closes the Gap: Capturing these opportunities while building better relationships is the heart of good business in the automotive industry. Inbound contact center services help you make the most of those opportunities that might otherwise slip through the cracks: reminders about service appointments, inquiries about appointments and even following up on leads.
All the while, your contact center services agent is representing your business, seamlessly acting as a part of your in-house team. But it’s not always easy to find the right provider, so look for these qualities:
- An entirely U.S.-based team of agents, able to provide the same experience your in-house agents offer
- Training that allows agents to use consistent language styles and brand messaging when representing your business
- Multichannel communications, so that agents can respond to the format your customers prefer, whether it’s voice calls, email, chat or text
When you offer friendly, flexible and warm conversations as part of your customer experience, those customers tell their friends, building networks of relationships with customers that all keep coming back to your business over a lifetime of car ownership.
At Blue Valley Marketing, we believe that business is always about building trusted relationships, and our U.S.-based, multichannel inbound contact center services agents would like to help you build better relationships with your customers. Contact us today to get started.
Last Updated on April 5, 2022 by Ronen Ben-Dror