Caller Experience Marketing for the Automotive Industry
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 Auto 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.
Are you losing revenue to a weak caller experience, even though the problem is relatively easy to correct?
We can use On Hold Marketing to educate your callers and create more purchasing opportunities.
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.
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.
Caller Experience Audit
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.
Caller Experience Training
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.
Automated Caller Experience
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.
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.
