Why Phone Interactions Drive Dealership Reputation and Customer Loyalty
Your call agents are the key to your brand—in an era where many dealership interactions happen primarily online (less the visit to complete a lease or purchase), a single phone call could entirely shape a consumer’s opinion. Zendesk blog notes that customers often form their overall impression of a company based on interactions with support agents, and in many cases, the call center may be the only direct contact customers have with the business—especially for companies that operate mostly online.
It stands to reason, then, that the trust a dealership develops with its potential customer base relies heavily on such telephone interactions, and that these agents must be properly trained and empowered to best represent your culture. Zendesk further emphasizes that training should thoroughly cover best practices and tools agents use daily, including customer service solution and generative AI, so they have the knowledge and skills needed to work efficiently and effectively.
The Role of AI Call Analytics in Dealership Reputation Management
To make the most of these telephonic touchpoints and protect the reputation you work hard to build, it’s imperative that sales call agents have the most effective training powered by the most detailed information possible. And, as Kapiche explains, this is where AI-powered call and conversation analytics comes in key. “…your most valuable customer insights … [are] hiding within the thousands of support calls your team handles every day. These conversations contain unfiltered feedback, detailed context, and emotional cues that surveys simply can never capture.”
The data gathered and compiled from these calls can then be turned into real-time and post-call coaching for your call teams to help encourage better rapport building and problem solving. Plus, AI-powered software can help direct calls properly and efficiently to keep customers on hold less, and your team closing sales more.
How AI Call Coaching Creates Consistency and Strengthens Customer Trust
These technologies also offer a consistency that human-based training simply cannot master. McKinsey shares that for one client, advanced technology replaced a coaching approach that depended on individual supervisors’ skills with a systematic, personalized process that elevated performance across the entire organization.
These points are particularly applicable in an increasingly competitive automotive landscape. Automotive Mastermind points out that as the market evolves, dealerships face constant change in product offerings, customer buying habits, and competition. Those best prepared to succeed are leveraging data analytics to predict future trends effectively and efficiently.
The trust that’s built therein is equally important. Automotive Mastermind also explains that by engaging customers at the right moments after a purchase with tailored messages—such as service offers or extended lease terms—dealers can build loyalty, encourage repeat business, and retain customers before they consider switching to a competitor.
CallRevu’s AI-Powered CallCoach: Real-Time Coaching That Improves CX
CallRevu’s own CallCoach is a great example of the technologies that can be used to coach employees through data analytics. As our blog explains, “Using your call data, CallCoach empowers users to understand what went well, identify areas of improvement, and take corrective actions—all immediately after the call in real-time.” This means spotting issues as they’re happening, rather than waiting for negative feedback from the customer, and getting ahead of the solution more quickly.
This is all critical to enhancing the customer’s experience by way of enhancing your employees’ training, a flow that is critical to success. Zendesk stresses that both agent experience and customer experience (CX) are equally important, noting that happier employees deliver better service, and strong training programs lead to improved customer interactions.
Thus, it makes plain sense that proper training, with the right technology to back it up, is all but essential to a successful sales team. “Call center training can decrease employee turnover and churn by providing agents with the necessary skills and knowledge to handle customer interactions effectively,” Zendesk elaborates. And even further, keeping your staff happy will more than likely save you time (and money!) on hiring new agents. Zendesk also notes that when agents feel confident in their roles, they are more likely to be satisfied in their jobs, have higher morale, and stay longer. Comprehensive training programs that invest in professional development and enhance the employee experience (EX) show a commitment to their success, fostering loyalty, engagement, and long-term retention.
It’s a win-win, financially and culturally, on a whole bunch of levels.
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