How To Improve Dealership Customer Service

admin | Automotive BDC, Customer Service |

As a manager at an automotive dealership, you probably value customer service above nearly everything else. After all, providing the best customer service allows you to differentiate yourself from the competition, keep customers satisfied, and ultimately sell and service more vehicles.

In this article, we discuss four important tips for improving your dealership’s customer service, followed by how Customer Traac can help you provide the ideal customer experience.

Research Your Target Audience

One of the most important first steps in increasing customer satisfaction is conducting thorough research on your target audience. To provide the best service for your customers, you must fully understand their wants, needs, and how they operate.

There are many ways you can research your target audience to gain a better understanding of your customers. For example, you could interview a group of customers and ask them about their habits, what they are looking for in a dealership, how they want to be treated, and more. Or, you could send out surveys to a list of people you believe best represent your target audience to learn about their wants and needs. You could also study market trends and make decisions on your customer service based on relevant trends. The bottom line is that it is crucial to thoroughly research your target audience so you can better understand the people with whom you interact every day.

Always Answer the Phone

As a customer, one of the most annoying aspects of any buying experience is having to wait on hold or not being able to speak to anyone when you need. Just think about any time you’ve had to wait on hold; it always starts the customer experience off on the wrong foot. In fact, dealerships lose tons of current and prospective customers every day by not being able to answer the phone or by putting customers on hold for too long.

So, we recommend prioritizing a high phone answer rate so your customers never have to wait on hold. Partnering with an outside automotive BDC or contact center is one of the best ways to ensure your customers get through to customer service representatives quickly, and we’ll talk more about this below.

Seek Customer Reviews

Figuring out how to improve your customer service can sometimes be as simple as just asking your current customers how you are doing and what you can improve on. After all, who will give you better advice on how to treat your customers than your customers themselves? Plus, seeking reviews from your customers will show your customers that you care about their experience, which in itself is a good customer service practice.

Moreover, compiling customer reviews can help you obtain testimonials you can use for other marketing efforts. And it will help with your SEO as well.

Partner with an Automotive BDC or Contact Center

If you want to ensure you optimize your customer service, we recommend partnering with an outside automotive BDC or contact center, both of which employ trained and experienced customer service representatives that specialize in providing an exceptional customer experience in the automotive industry. BDCs and contact centers specialize in the following elements that help enhance dealerships’ customer service:

  • Answering nearly all inbound phone calls, so customers do not wait on hold or have trouble getting in touch with you
  • Interacting with customers in a friendly and professional manner
  • Communicating with customers on a variety of platforms, including phone, email, SMS, chat, and more.
  • Going above and beyond to make sure your customers are happy

Enhance Your Customer Service by Partnering with Customer Traac

If you would like to improve your dealership’s customer service and overall customer experience, or if you would like to speak with an expert in the field to learn more, please reach out to us to see how we can help. At Customer Traac, we work with you to understand your specific goals and needs, so we can provide a personalized service that optimizes your dealership’s marketing and communication efforts. We offer a full range of automotive marketing services, including a full-charge contact center, appointment scheduling, outbound calling campaigns, and a full-service automotive BDC. Our agents go through extensive training to make sure they provide the best customer service and help your business grow.

We partner with dealerships across the United States. Please call us at 763-553-2989 or fill out our contact form to learn more.

How To Find The Right Dealership Service BDC

admin | Automotive BDC | , , ,

As a service manager or general manager of a dealership, you are always looking to streamline various aspects of your business and increase ROI. One of the best ways to enhance your service department is to partner with an automotive service BDC to handle your customer service and various marketing efforts.

Choosing the right service BDC can be tricky, but we’re here to give you a few tips to get you started. In this article, we discuss what an automotive service BDC is, what to look for while searching for the right partner, and how Customer Traac can help you.

What is an Automotive Service BDC?

An automotive service BDC is a development center that specializes in optimizing the service departments of dealerships. BDCs schedule service appointments, send out satisfaction surveys, and focus on customer retention, all while handling high call volume and follow-ups. They remove certain tasks out of the hands of service departments so these departments have more time and energy to service their customers and provide a superior customer experience.

What to Look for in a Service BDC

When seeking a service BDC for your dealership, we recommend looking for a company that prioritizes the following values and services:

  • Customer Service Above All Else: Customer Service should be one of the top priorities of any service BDC, so we recommend choosing a partner that prioritizes providing an excellent customer experience above all else. The service BDC you choose should live and breathe customer service. It should also be able to prove its experience and skills in the field before signing on with you.
  • Rigorous Agent Training: One of the best ways to judge the level of customer service a BDC provides is by examining its agent training program. To ensure optimal levels of customer service, make sure the BDC trains its agents appropriately and that it prioritizes agent development and expertise.
  • Diversified Communication Abilities: A quality Service BDC should be able to communicate with customers via a variety of modes of communication. Examples of such modes of communication include phone, SMS, chat, email, and more.
  • Automotive Industry Experts: The automotive industry is unique in many ways, especially when it comes to servicing customers and running marketing campaigns. So, while seeking a service BDC for your dealership, we recommend choosing a company that focuses on the automotive industry, instead of a broad BDC covering numerous fields. This way, you can ensure you are hiring experts in your field who are experienced at dealing with your type of customers.
  • Excellent Client Communication: Communication is key for anything, especially something as important as your customer service. As a dealership, you probably prioritize your customer service above nearly everything else. So, you will want a service BDC that excels at communicating with you so you always know what’s going on. Moreover, the level of communication skills your BDC presents to you as its client will most likely reflect the level of communication skills it has with your customers.

Find the Right Service BDC with Customer Traac

If you are in need of an automotive service BDC for your dealership, or if you would like to speak with an expert in the field to learn more, please reach out to us to see how we can help. At Customer Traac, we work with you to understand your specific goals and needs, so we can provide a personalized service that optimizes your dealership’s marketing and communication efforts. We offer a full range of automotive marketing services, including a full-charge contact center, appointment scheduling, outbound calling campaigns, and a full-service automotive BDC. Our agents go through extensive training to make sure they provide the best customer service and help your business grow.

We partner with dealerships across the United States. Please call us at 763-553-2989 or fill out our contact form to learn more.