On the retail side of the auto business, you must know how every customer is being taken care of daily. But that is a costly proposition.
Employees are your biggest expense and a BDC, Call Center, or whatever you call it, they are expensive!
As professionals, you have big decisions to make. In today’s business market we need to get more information with less money spent.
With emails at 6% open rates within the first 24-hours and only 10% of calls getting answered; how are you going to get your information that will help you maintain your already good customer satisfaction or increase your scores and retention?
1. SMS Texting – Your customers are already using texting with many of the other businesses that are providing this service in their business model and enjoying it. The customer does not have to call in and be placed on hold to give someone know a quick thought. SMS Texting is very simple and loved by all.
The day after a closed RO or a sold unit the customer receives a text in which 97% of customers open this within 3 minutes, 78% will answer a quick survey, and half of those will give a verbatim of how good we did or an improvement opportunity.
2. Drop Your Head Count – Call centers are important but use them for the most productive purposes to make you money now with less staff!
3. Quicker Adjustments to Processes – With more data getting back to you quicker you can get your teams to improve the systems you have or just go back to the basics and train those who are not hitting the mark. The data is not only more plentiful and quicker, but it is also accurate. When the customer responds you have their words to work with not just what someone told you or wrote down the third party.
4. Reduce Costs – The cost of the text messages is $199 per month and thousands go out and are responded to fast. How does that compare to your dealership’s efforts in the BDC? What is their success rate? One $10 per hour employee at a cost of over 8 times AutoCSI’s SMS costs and they will only get your dealership a 10% response rate, it just doesn’t add up. You’ll get 8 times more data for under $200 per month.
So, get that much-needed customer satisfaction improvement for less with AutoCSI
(562) 413-5520
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