Why Online Reviews Matter More Than Ever
For dealerships, as in many other industries, the US Chamber of Commerce emphasizes that positive online reviews are crucial. They note the growing influence of online reviews in shaping consumer decision-making and how that has created demand for companies to monitor both how they present themselves online and what customers are saying.
It’s not just one glowing review that makes a difference. According to BrightLocal, an SEO marketing firm, found in 2019 that 82% of consumers read reviews for local businesses, 91% say positive reviews increase their likelihood of choosing a business, and the average person reads 10 reviews before developing trust.
The Role of Conversation Analytics in Reputation Management
Conversation analytics offer a nearly foolproof way to boost your dealership’s digital reputation, and it all starts with the right technology. As a Nextiva blog explains, “Call center analytics take the guesswork out, putting the spotlight on the metrics that truly matter.” One way to do this is via customer surveys, which serve as a direct channel for gathering feedback on experiences, satisfaction levels, and expectations. These insights allow call centers to quantify and analyze customer sentiment, identify preferences, and uncover areas for improvement.
Even further, Nextiva continues, this technology can be applied both externally, to analyze the sentiment and emotions from the customer, but also internally, to ensure maximum efficiency and best training practices for employees. “Interaction analytics are great for identifying trends but can also be viewed individually to track agent performance.”
Here, 5 ways in which your dealership’s online reputation may benefit from utilized well-done and properly employed conversation analysis, which will keep your brand competitive in an increasingly crowded ecosystem. A happy customer writes the best reviews, after all!
- Improved Phone Etiquette
You can write scripts all day long, but until you have an understanding of how your employees use your words—and how the conversations tend to flow, both on an individual basis and in aggregate—it’s all but worthless. Conversation analytics will help you understand how your consumer reacts to the script your employees use, allowing you to pinpoint areas that work and those that need improvement which, in turn, will lead to higher customer satisfaction rates and, you guessed it, better online reviews.
- Proactive Spotting and Addressing of Service Issues
When using AI-powered technology to help analyze conversations, your staff will glean important cues from which they will be able to identify common issues and get ahead of them before they turn into big ones. And by solving a problem before your customer even knows it’s a problem, you’ll empower your employees to become real-life customer service superheroes.
- Amplified Staff Training
Generalized employee training is an important foundation, but it’s not the end-all-be-all. By examining conversation analytics, your training team can personalize teachings for individual team members both effectively and efficiently, and help you incorporate overall training improvements for a more productive and successful staff. This, in turn, leads to more satisfied customers on a regular basis and a better online reputation overall.
- Predictive Analytics to Increase Satisfaction
Just like getting to the root of issues before they become full-blown problems is important, so is understanding what your customer wants before they even verbalize it. Using conversation data analytics, your sales team can help a consumer get to the right fit—perhaps it’s a crossover when they thought they needed a full-size SUV, or additional features they didn’t know were important to them—quicker and more happily. It’s a win for all.
- Quicker Issue Resolution
Let’s say a new or un-flagged problem does crop up—how does your team know how to handle it smoothly and without undue hardship on themselves or the consumer? By basing their reaction on learnings from hundreds of prior interactions. By understanding how customers are likely to react or what they need (even when unspoken), your sales staff is more likely to succeed quickly and effectively than if they’re flying blind.
Login