The goal of any business should be to provide the best possible customer care to reassure the customer that they are in the right place. This is especially true for car showrooms, dealers, garages, and service points.
However, many car showrooms still rely on direct communication between the customer and the car showroom employee, whether they are dealers, technicians or receptionists? At the same time, it does not record or monitor this communication in any way. This could mean unnecessary loss of customer business or even the good name of the company.
Due to the competitive environment, an important aspect for most car showrooms is, in addition to the car sale itself, the possibility to offer the buyer appropriate after care and service. When performed correctly the customer will return and use other paid services (repairs, tyre replacement, warranty inspections, etc.).
We are able to show an example where almost every customer can answer that they “value” the customer, and that the customer will remain loyal to “their brand”.
If a customer is already calling on the information line, and then wants to change departments, he will not want to listen to a message about waiting for a connection and may hang up. Unfortunately many companies still work in this manner.
When the customer does finally manages to connect with the operator on the information line, if there is not enough information to allow the client to be passed to the right person (dealer, seller, technician, etc.) you may well find that the client again hangs up. In this manner, it is possible to lose one, two or even more clients, for whom the competition will certainly be grateful.
So how should customer care work in customer care systems?
At the car showroom information line, the client connects with the operator, who, if it is an existing client, immediately has all the necessary data available. This means that he sees which specific customer is calling, who has historically communicated with him, what historical / possibly open orders he has, etc., and thanks to that he is able to react immediately.
If the operator cannot solve the customer’s request independently, they have the option to simply transfer the call to the right person. This is because, thanks to the contact history, connection of the call with the helpdesk module, and connection to the internal system, the operator immediately sees who specifically is dealing with the client’s enquiry and in what stage the enquiry is at.
If the requested person is not available, he simply creates a ticket (customer request) during the call, which he assigns to the correct person with a note and a recording. From the manager’s point of view, it is then possible to easily monitor in the system the state of the individual requests, whether the customer was contacted back and whether the request was successfully resolved with the client.
In this way, tickets can be assigned, for example, to technicians who can contact the client via the mobile application or after completing repairs, service inspections, etc., or simply return the ticket to the information line, which will confirm to the client completion and pickup.
The mobile application can be connected to a private mobile phone and handle calls with clients via it. The call is, of course, recorded, then included in the statistics and the techniques are presented by a single car showroom number. You will get a perfect overview not only of communication with customers, but also of your internal communication.