If you run an auto dealership or an automotive service center, you know there are forces pushing against you: your competition, your prospects’ indecision or their slow buying cycle, even your industry’s reputation.
Winning customers gets even harder when you don’t take advantage of the opportunities at consumer touchpoints, including the caller experience.
Most company leaders don’t spend a lot of time thinking about what their callers hear on hold or how well their frontline phone staff treats those callers. That’s why it makes sense to put your caller experience in the hands of focused experts, like the award-winning team at BusinessVoice.
Why Caller Experience Matters for Automotive Dealerships and Service Centers
For the average person, buying, repairing or servicing a vehicle represents a major purchase. And since they want to make sure they choose the right vehicle or the right service provider, most consumers go through a lengthy buying cycle. That process can be disrupted and even abandoned for many reasons, including a poor caller experience.
For instance, if you leave prospective customers on hold in silence or force them to listen to generic, irrelevant messaging, they can feel like you don’t value their time. And if your staff treats callers abruptly or handles their calls inefficiently, those prospects instinctively know they won’t receive a high level of care from your dealership or service center. And that can jeopardize sales.
Another benefit: you can use On Hold Marketing to let callers know you carry more products or perform more services than they may be aware of. For example, if your store is called Bob’s Tires, people may not realize that it’s also a full-service automotive repair shop. We can use On Hold Marketing to educate your callers and create more purchasing opportunities.
Are you losing revenue to a weak caller experience, even though the problem is relatively easy to correct?
Types of Automotive Caller Experience Marketing Services
On Hold Marketing
Your callers on hold are a captive audience; that is until they decide to hang up. And since studies show most people are willing to hold for only a minute, it’s important to engage them quickly before they call a competitor.
We create audience-focused content for callers on hold, providing information they can use to make informed buying decisions. At the same time, we work to strengthen your brand so callers feel good about calling – and holding with – your dealership, parts store or service center.
BusinessVoice On Hold Marketing can…
1) Reduce call abandonment.
2) Create awareness of your products and services.
3) Reinforce your brand values.
4) Provide another opportunity to earn customer loyalty.
Humor On Hold
Do you like the idea of differentiating your brand by presenting it in a unique way? If so, our award-winning Humor On Hold might be right for your business. By taking a funny, irreverent approach, we can elevate the caller experience, surprise and delight your callers, and turn the negative of holding into a memorable encounter.
BusinessVoice Humor On Hold can…
1) Encourage active listening.
2) Shorten perceived hold times.
3) Improve your callers’ moods.
4) Humanize your brand, especially when we poke fun at your company.
5) Show callers that you care about their experience on hold.
6) Make your brand more likable.
Our Humor On Hold clients have told us for decades that their callers often ask to be put back on hold in order to hear all of the funny content! That’s a great example of generating positive impressions out of thin air.
Caller Experience Audit
It’s easy to assume that the elements of your brand are always firing on all cylinders. But unless you check on them once in a while, you’ll never know if there’s a problem or if you’re missing opportunities.
When we perform a Caller Experience Audit, we’ll review every aspect of what people might encounter when calling your business, including the performance of your front-line phone staff and their follow-up, your hold times, call center announcements and On Hold Marketing content. We’ll also discuss best practices with you and establish measurable key performance indicators to show future improvements.
A Caller Experience Audit from BusinessVoice can…
1) Uncover missed sales and customer care opportunities.
2) Identify the need for employee training.
3) Allow you to hear real interactions between your staff and callers.
4) Help you spot brand inconsistencies within the caller experience.
Caller Experience Training
You won’t stumble into a reputation for providing remarkable customer service. It takes continual commitment. And that begins with education.
During our CSR training, we’ll talk with your team about establishing trust and rapport with callers through communication and active listening skills; handling objections and other negative situations; strengthening your brand with telephone etiquette and, ultimately, growing customer share and loyalty.
Caller Experience Training with BusinessVoice can…
1) Give your CSRs the confidence they need to handle any customer situation.
2) Leave callers with a great feeling about your company.
3) Pave the way toward more sales.
Automated Caller Experience
Between VoIP, Automated Attendant and Interactive Voice Response systems, technology has removed much of the human element from the caller experience. But your call quality still needs to remain high to ensure caller satisfaction and the best possible outcomes for your brand.
We can help you provide a thoughtful, effective automated caller experience by writing and recording prompts and other messaging that streamline the caller journey and help callers reach their goals quickly.
Let’s talk about your needs and goals. Call 1-800-473-9005 and ask for Steve Evert.
Aligning Your Caller Experience with Digital and In-Person Marketing
From brand voice and personality to brand-specific phrases and copy points, we can create Caller Experience Marketing content that’s consistent with the feel and messaging in your other channels. The goal: reinforce what potential customers heard in your radio or TV spots so they’re reassured that they’re calling the right place.
Another option would be to let us define your caller experience tone – with Humor On Hold, for instance – and then produce similar content for your other channels.
Elevate Your Automotive Business with Caller Experience Marketing
Winning in the automotive industry requires excelling in many areas, but as businesses implement even more technology at consumer touchpoints, it’s the human touch that will differentiate successful brands.
Audience-focused Caller Experience Marketing from BusinessVoice is custom designed and executed by a team of experts. We understand that every incoming call represents the opportunity to earn or keep a lifetime customer.
We’ll be happy to give you more details. Just call 800/473-9005.
Automotive Caller Experience Samples
To hear a few samples of On Hold Marketing we’ve produced for clients in the automotive industry, play the videos below.