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 centers.
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, communication is not recorded or monitored in any way. This could lead to unnecessary loss of customer business or even the good name of the company.
Due to the competitive environment of this business, an important aspect for most car showrooms is, in addition to the car sale itself, the possibility to offer the buyer appropriate treatment and service. When performed correctly, the customer will return and use other paid services (repairs, tire replacement, warranty inspections, etc.).
We are able to provide an example where almost every customer can answer that they are “valued” and that the customer will remain loyal to “their brand”.
If a customer is already calling the information line, and then wants to change departments, they will probably 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 manage to connect with the operator on the information line, if there is not enough information to allow the client to be transferred 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 they see which specific customer is calling, who has historically communicated with them, what historical / possibly open orders they have, etc., and thanks to that they are 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. Thanks to the contact history, the connection of the call with the helpdesk module, and the 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, the operator simply creates a ticket (customer request) during the call, which they assign 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. 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.
Protect not only your customers, but also yourself!
Most garages (car services) do not record calls because they find it unnecessary and unprofitable.
Recording calls today is not an expensive affair, but it is extremely important.
You may have dealt with a situation where the client disputes the amount for repairing the vehicle or maybe the technician informed them of a discount. If you do not have a written confirmation or recording available, you may lose either money or a client, in the worst case both. At the same time, the relationship with the employee who was alleged to have committed to the discount will be damaged. If you have all the communication available, you will avoid the above complications. Thanks to the recording, these activities (materials) can be used to train new employees or to demonstrate the solution to the problem.
Of course, there are many more options for setting up and using Daktela, it always depends on the specific requirements of the customer. That is why our specialists are here for you. They will be happy to consult with you about your requirements and propose the optimal solution that will help you move further in the provision of customer care!