Your dealership’s success ultimately depends on your customers and how well you interact with them. That is why it is so essential that you provide a consistent and professional customer service experience. When the phone calls are not answered at your dealership promptly, the client relationship is jeopardized, and you are potentially missing out on a world of sales opportunities. When your phones are answered consistently and professionally, you and your clients have several short- and long-term benefits.
Improve Customer Retention and Loyalty
Every single call that comes to your dealership is critical to the success of your business, and missed calls could lead to lost business and potentially lost customers. Every time the phone rings, it is an opportunity for sales, profits, and building a stronger customer relationship.
Reduce Marketing Expenses
Service or sales discounts, promotions, and even slashing prices are common practices dealerships use to conquer new customers. When you allow missed inbound phone calls in your dealership, your marketing investment is wasted and thrown away.
Hiring PremierConnect will ensure that you always have a knowledgeable and professional staff member ready to answer your calls to help clients get the information they need.
Reduce Client Complaints
One of the most common complaints we hear from clients and at dealerships when we do our consulting is that “no one ever seems to answer the phones.” Many unanswered calls often turn into either customer complaints or even open the door for a client to defect to a competitor. Fortunately, unanswered or improperly handled calls are completely avoidable and can be a thing of the past by having our team of professionals supporting your dealership.
Because providing exceptional “Customer Care” is our primary focus, all our professional agents are continuously trained to ensure they are well versed in handling all aspects of your customer’s needs. Our trained professionals can: book service appointments, answer frequently asked questions, arrange and book alternate transportation needs, provide pricing, forward phone calls to the right department, engage your management team with client concerns or questions, and can provide detailed messaging support to the dealership staff as needed.
The first rule of great customer service is that your business phone needs to be answered every time. Sometimes this can be a challenging task as your staff is constantly busy. Forwarding all your calls to us will ensure that every one of your clients is helped by a live person.
All of your Dealerships incoming service appointments can be forwarded to by an automated attendant or directed to one of the client service agents. We will answer each incoming call within four rings, thus creating a seamless in-house dealership feel for your clients.
During each call, our highly trained representatives will update all of your customer’s information, recommend your dealer-specific maintenance, suggest potential additional services, and provide an immediate appointment confirmation to your clients via email.
Between 8-20% of your daily service calls go unanswered, usually due to call volume peaks, staffing, or during a busy season. Our Call Overflow Service will provide our “Client Communications Safety Net” to your in-house processes, we can support your advisor and In-house BDC and answer every call they miss.
Forwarding your unanswered calls to us will ensure that every one of your clients is helped by a live person.
Our team will receive all your inbound calls seamlessly and will provide your clients with the same professional service your staff would afford them. We can customize this service to suit your needs for Service, Sales, Parts, Body Shop Departments, and Appointment lines. Dealers can customize this service to best suit their needs and customer service requirements. Our representatives can answer the call in as little as 3-4 rings or the protocol can be configured to allow your dealership personnel an opportunity to answer the call first.
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