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Leveraging AI Technology to Humanize the Customer Experience Skip to main content
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When you communicate well (and nurture) your customers in sales and service through ownership, it’s easier to re-engage them to introduce new products and acquire their used inventory. Why? Because you are building a relationship, and you’ll be top of mind when they decide to reinvest in their next vehicle.

by Anthony Giagnacovo

We all know brands exist in the experiences they enable. And today’s communication landscape has changed to where consumers expect seamless interactions at every touchpoint with businesses. Even though there are lots of ways for them to engage, phone calls are still the preferred communication method.

So, it makes sense that car dealerships are under enormous pressure to ensure they deliver extraordinary, humanized end-to-end customer experiences (CXs) throughout the entire customer journey.

Challenges Automotive Dealerships Must Overcome

Over the last few years, more and more dealerships have been trying to fundamentally reshape how they interact and communicate with consumers. But many find they are still falling short. Slow response and connection times, coverage during peak hours, customer service problems, and a lack of visibility and accountability the list goes on, and all are crucial issues in retaining interested prospects and customers. What matters is that dealerships follow through right away.

And because shoppers are still slow to pick up on performing the entire car buying process online – typically transitioning to calls and email any significant shift away from calls is not anticipated. So, for the dealerships with call management systems in place but still unable to adapt their business processes to maximize engagement, it ultimately is costing money.

Unleashing AI in Call Monitoring Software is a Game-Changer

The best managers in the world only have one set of eyes and ears. This means they can’t be everywhere and see or hear everything at all times. So how can management ensure their people consistently engage customers to make them feel like they matter? The fact is, they can’t do it alone. Artificial Intelligence (AI) is the safety net to these challenges.

Specifically, AI-triggered alerts to managers with call details when a CSI issue is detected. Then, let’s take it a step further. What if these alerts trigger on customer sentiment? Proactively identifying and responding to frustration or unhappiness can drastically change the dealership and customer dynamic. Helping managers make an informed response at the moment it happens helps save business opportunities, driving efficiency, revenue and loyalty.

AI can not only improve customer lifecycle value, but it also improves the value of your employees. Most leading call management systems integrate call activities into automotive CRMs. This allows managers to track and see the full history of phone conversations just as you would any touchpoint coming into the CRM. The disconnect is because most managers don’t have the capacity or resources to monitor conversations continuously. AI alerts deliver relevant information that may have never been known otherwise, improving responsiveness, speed and efficiency while helping make better decisions.

Best practice call reporting does not speak to the CRM. This reporting is typically found inside the call management reporting dashboard and provides insights on managing and monitoring your day, providing coverage during peaks and valleys. This essentially sets expectations from patterns developed by call volume, allowing dealership operations to proactively plan ahead and level up or down support as needed.

Conclusion

When you communicate well (and nurture) your customers in sales and service through ownership, it’s easier to re-engage them to introduce new products and acquire their used inventory. Why? Because you are building a relationship, and you’ll be top of mind when they decide to reinvest in their next vehicle.

Re-humanize your communication strategy with AI to drive better business results. Contact us today to learn more.

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