08-02-2023

Eight out of ten customer attempts to call a dealership end in failure. How can the automotive sector provide better customer service?

The automotive industry, which is one of the most important in the world, is balanced on the threshold of dramatic change, with the emergence of new technologies like voice assistants and self-driving cars. Given the scale of the competition, the sector is experiencing unprecedented levels of customer service, since this is a crucial factor when purchasing decisions are made.  This is leading to a growing demand for better quality customer service.

This article addresses the following questions.

  • What is the market situation in the automotive sector?
  • What do studies on customer service in the sector tell us?
  • What potential does a cutting-edge customer experience offer?
  • How does the AALIA Virtual Consultant by Alfavox meet modern customer service requirements?

What is the market situation in the automotive sector?

The battle for customers is particularly intense in the automotive sector. Studies have shown that more than forty million vehicle repairs are carried out annually in Poland, with only 20% of them happening at authorised service points. Given the relentless rules of the price war, dealers and importers should give specific attention not only to the quality of their service and service provision, but also to solutions supporting sales and after-sales processes. New technologies are already up and running in some dealerships. IT system manufacturers are constantly searching for more advanced solutions tailored for this sector. Examples include systems designed to enhance customer service quality and advanced tools based on artificial intelligence solutions, analytics, big data and the Internet of things.

What do studies into customer service in the sector tell us?

  • Eight out of ten customer attempts to call a showroom end in failure
  • 60% of calls made to car dealerships concern testing or servicing a vehicle
  • Eighteen customers a day is a lost opportunity for selling services
  • Customers who are unable get through to a service point on the phone are more likely to take their business to a competitor. The same is true of people using fleets

What potential does a cutting-edge customer experience offer?

The need to provide customers with an interactive, personalised experience is what led us to develop our AALIA Virtual Consultant tool.

What are the advantages of the AALIA Virtual Consultant?

  • It answers 100% of calls
  • It works 24/7
  • It enhances the user’s brand image
  • It generates opportunities for customer recovery and retention
  • It relieves the team of repetitive service processes
  • It unlocks customer acquisition potential
  • Over time, it optimises the organisation of a service point’s work process
  • It underpins a positive customer experience and customer loyalty

Repetitive enquiries or frequent attempts to get in touch outside of customer service working hours are both ideal reasons for using the AALIA Virtual Consultant. Customer support is provided around the clock, reducing frustration and improving the experience. It is also an excellent idea for enabling a dealership or service point to reinforce brand awareness.

How does the AALIA Virtual Consultant meet modern customer service requirements?

  • It reduces operating costs while increasing throughput
  • It increases customer satisfaction levels
  • It makes responders more available to customers when a conversation is necessary, meaning that they have more time for handling tricky queries
  • The AALIA Virtual Consultant can work 24/7
  • It improves task efficiency and repeatability
  • It increases data security
  • It reduces helpline operating costs

Conclusions

Customer service and the customer experience are currently a vital aspect of business development, especially in the automotive industry. State-of-the-art tools are coming to the rescue. The AALIA Virtual Consultant is particularly useful in this sector, where customers are often looking for quick and convenient ways of obtaining information about products and services. It helps to provide fast, efficient customer service, which translates into a better customer experience and increased brand loyalty.