{"id":6140,"date":"2022-07-26T15:48:00","date_gmt":"2022-07-26T15:48:00","guid":{"rendered":"https:\/\/www.callrevu.com\/2022\/07\/26\/service-heart-of-customer-retention\/"},"modified":"2022-07-26T15:48:00","modified_gmt":"2022-07-26T15:48:00","slug":"service-heart-of-customer-retention","status":"publish","type":"post","link":"https:\/\/www.callrevu.com\/fr\/2022\/07\/26\/service-heart-of-customer-retention\/","title":{"rendered":"Le service est le c\u0153ur de la fid\u00e9lisation de la client\u00e8le"},"content":{"rendered":"

Pour de nombreux clients en ce moment, l'entretien des v\u00e9hicules est une priorit\u00e9. Comme rapport\u00e9 par Cox Automotive<\/a>, les ventes de v\u00e9hicules du mois de juin ont recul\u00e9 de 7,75% et les pr\u00e9visions annuelles concernant les ventes de v\u00e9hicules en stock ont \u00e9t\u00e9 r\u00e9vis\u00e9es \u00e0 la baisse \u00e0 14,4 millions, ce qui indique que de nombreux clients choisissent d\u00e9sormais de conserver leur v\u00e9hicule plus longtemps et de le faire r\u00e9viser et entretenir plut\u00f4t que d'en acheter un nouveau.<\/span><\/h4>\n


<\/span><\/p>\n

\n

Nous parlons beaucoup de faire une excellente premi\u00e8re impression aupr\u00e8s des acheteurs de voitures pour conclure la vente, qui est l'objectif ultime. Beaucoup d'efforts sont consacr\u00e9s \u00e0 la planification des rendez-vous, \u00e0 l'optimisation des efforts de marketing pour maximiser le retour sur investissement, et \u00e0 garantir que les appels des clients sont g\u00e9r\u00e9s de mani\u00e8re appropri\u00e9e, sans qu'aucun appel ne soit laiss\u00e9 sans r\u00e9ponse, ou en \u00e9vitant que des opportunit\u00e9s manqu\u00e9es ne soient laiss\u00e9es de c\u00f4t\u00e9. Nul doute que les premi\u00e8res impressions peuvent faire ou d\u00e9faire une vente. Mais une fois la vente conclue, le vrai travail commence pour assurer que le parcours du client reste positif alors que le relais est pass\u00e9 aux \u00e9quipes de service et d'apr\u00e8s-vente.<\/p>\n

Pour de nombreux clients en ce moment, l'entretien des v\u00e9hicules est une priorit\u00e9. Comme rapport\u00e9 par Cox Automotive<\/a>, les ventes de v\u00e9hicules du mois de juin ont recul\u00e9 de 7,75% et les pr\u00e9visions annuelles concernant les ventes de v\u00e9hicules en stock ont \u00e9t\u00e9 r\u00e9vis\u00e9es \u00e0 la baisse \u00e0 14,4 millions, ce qui indique que de nombreux clients choisissent d\u00e9sormais de conserver leur v\u00e9hicule plus longtemps et de le faire r\u00e9viser et entretenir plut\u00f4t que d'en acheter un nouveau.<\/p>\n

D'apr\u00e8s une r\u00e9cente analyse des donn\u00e9es de suivi des appels r\u00e9alis\u00e9e par CallRevu, nos rapports indiquent qu'en 2022, les concessionnaires enregistrent une augmentation de 14,81 TP3T du nombre d'appels mensuels re\u00e7us par leur service apr\u00e8s-vente ; et que plus de 381 TP3T d'appels restent sans r\u00e9ponse, soit parce qu'ils ont \u00e9t\u00e9 abandonn\u00e9s, mal g\u00e9r\u00e9s ou redirig\u00e9s vers une messagerie vocale. Cela met en \u00e9vidence la n\u00e9cessit\u00e9 de veiller \u00e0 ce que chaque appel soit suivi, g\u00e9r\u00e9 et consign\u00e9 afin de garantir que vos clients b\u00e9n\u00e9ficient de l\u2019attention qu\u2019ils sont en droit d\u2019attendre. Sinon, malgr\u00e9 tous vos efforts marketing, vos clients se rendront rapidement compte qu\u2019ils ont le choix et se tourneront vers vos concurrents situ\u00e9s \u00e0 deux pas de chez vous ; vous aurez ainsi manqu\u00e9 des opportunit\u00e9s et risquerez de voir vos scores CSI baisser, ce qui aurait pu \u00eatre \u00e9vit\u00e9.<\/p>\n

Comment \u00e9viter ces \u00e9cueils ? Int\u00e9grez une plateforme d'intelligence de communication (CI) qui offre une gestion des appels pour l'ensemble de votre concession, des ventes au service, en passant par le marketing et la vente en ligne. Voici les meilleures pratiques \u00e0 consid\u00e9rer.<\/p>\n

La communication, l'intelligence, \u00e7a compte avec le service.<\/strong><\/p>\n

Une plateforme CI, comme ServiceVision de CallRevu, vous aidera \u00e0 am\u00e9liorer votre engagement client, ce qui favorisera la fid\u00e9lisation et la r\u00e9tention de la client\u00e8le. ServiceVision identifie les conversations qui n\u00e9cessitent une attention imm\u00e9diate, aide \u00e0 att\u00e9nuer les frustrations des clients en fournissant des informations sur le nombre d'appels, les appels manqu\u00e9s et les promesses non tenues qui pourraient \u00eatre \u00e9vit\u00e9es, et aide \u00e9galement la gestion des op\u00e9rations de service \u00e0 identifier les besoins en personnel et les opportunit\u00e9s de vente qui contribuent \u00e0 accro\u00eetre les profits gr\u00e2ce au service.<\/p>\n

En moyenne, les d\u00e9partements des op\u00e9rations fixes re\u00e7oivent 500 appels de service ou plus selon l'analyse des donn\u00e9es de CallRevu. La capacit\u00e9 de suivre et de g\u00e9rer ce volume d'appels peut devenir \u00e9crasante, ainsi l'utilisation d'une solution comme ServiceVision aidera \u00e0 rendre votre volume d'appels plus g\u00e9rable. En utilisant l'intelligence artificielle, des r\u00e9sum\u00e9s d'appels, des recherches par mots-cl\u00e9s et des sentiments, ServiceVision envoie des alertes mobiles dans les minutes qui suivent l'appel, permettant ainsi une action rapide.<\/p>\n

Avec les alertes automatis\u00e9es de ServiceVision, votre \u00e9quipe peut agir rapidement et r\u00e9pondre aux demandes des clients, afin qu'ils se sentent valoris\u00e9s et appr\u00e9ci\u00e9s. \u00c0 tel point que, dans une \u00e9tude r\u00e9cente, des concessionnaires ont observ\u00e9 qu'un client sur quatre qui a \u00e9t\u00e9 rappel\u00e9 en raison d'une alerte d'opportunit\u00e9, a pris rendez-vous pour visiter la concession. Les d\u00e9partements de service connaissent des flux et reflux quotidiens avec l'activit\u00e9 en personne ; cependant, les t\u00e9l\u00e9phones ne semblent jamais s'arr\u00eater de sonner. N'oubliez pas que vos t\u00e9l\u00e9phones restent votre atout num\u00e9ro un pour les ventes et la prise de rendez-vous.<\/p>\n

Pour un succ\u00e8s \u00e0 long terme, le but de toute entreprise est de fid\u00e9liser sa client\u00e8le et de maintenir une forte r\u00e9tention client. Comme vous le savez, des clients satisfaits \u00e9quivalent \u00e0 des clients fid\u00e8les et \u00e0 des recommandations. Pour tout concessionnaire, votre service apr\u00e8s-vente est responsable de l'entretien des relations clients, de la croissance des revenus gr\u00e2ce aux commandes de services et de maintenance, ainsi que d'\u00eatre le partenaire commercial interne qui assure la fid\u00e9lisation des clients par le biais de programmes de rachat, de l'introduction de nouveaux mod\u00e8les, etc. Avec cette charge de responsabilit\u00e9, n'est-il pas logique d'avoir des yeux et des oreilles sur vos clients, afin de comprendre comment et pourquoi ils interagissent avec votre \u00e9quipe de service ?<\/p>\n

CallRevu propose ServiceVision, la seule plateforme CI con\u00e7ue sur mesure pour les op\u00e9rations fixes d\u00e8s le d\u00e9part. Contactez CallRevu pour en savoir plus et laissez-nous vous montrer comment vous pouvez donner \u00e0 votre \u00e9quipe les donn\u00e9es dont elle a besoin pour garantir que chaque client de service continue de vous choisir pour toutes ses commandes de r\u00e9paration et ses futurs achats de voitures.<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

For many customers right now, vehicle service is top of mind. As reported by Cox Automotive, June vehicle sales are down 7.75% and yearly inventory sales predictions have been re-forecasted to 14.4M, which indicates many customers are making the shift to hold on to their vehicles longer and getting their cars serviced and maintained instead of new acquisitions.<\/p>","protected":false},"author":9,"featured_media":3919,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[113],"tags":[],"class_list":["post-6140","post","type-post","status-publish","format-standard","has-post-thumbnail","category-call-monitoring"],"yoast_head":"\nService Is The Heart of Customer Retention<\/title>\n<meta name=\"description\" content=\"A call tracking data analysis shows that dealerships in 2022 are experiencing a 14.8% increase in service department calls per month.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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