In today’s fast-paced auto market, delivering an exceptional customer experience is paramount, yet many automotive dealerships face speed bumps in their sales processes. Customers want immediate and personalized attention — but there’s only so many staff available across rooftops and business development centers (BDC). How can you streamline sales operations to delight your customers before they buy from the competition?
Enter GoTo Connect — a unified communications solution that modernizes operations, reduces friction, and drives exceptional customer experience. With robust features such as unlimited call routing and centralized messaging, dealerships can ensure personalized and efficient customer interactions, fostering brand loyalty and boosting revenue growth.
Here’s how GoTo Connect can transform your automotive dealership:
Eliminate phone bottlenecks
With rising customer demands, BDCs face high call volumes, long wait times, and difficulties transferring customers to the right department. These pain points are costly; a study from PwC found that 32% of customers would stop doing business with a company they loved after just one bad experience — this jumps to 59% after several.
So, how do you keep customers happy?
GoTo Connect is your solution. Drive seamless customer experiences with features like unlimited call routing, auto attendants (think: pre-recorded greetings that give callers the info and support they need in an instant), robust integrations, and a visual dial plan editor.
With a more robust system to support your BDC, each customer can be directed to the right person in the right department efficiently. This elevates customer experiences and streamlines operations without needing to resource additional employee time.
“Even when our service department is extremely busy requiring our customers to be on hold, we’re now able to customize the on-hold music, play an advertisement, announce expected wait times, and give customers the option of leaving a voicemail or being transferred to the front desk.”
- Daniel Matthey, Larry H. Miller Dealerships & GoTo Customer
Connect with customers before they visit the competition
A potential customer’s time is precious. According to ServiceBell, businesses that respond to leads within five minutes are 100 times more likely to convert opportunities than those who wait longer. Additionally, 82% of consumers expect responses within 10 minutes. With a unified communications service like GoTo Connect, you’ll never miss a message from a customer.
By bringing all your customer interactions from channels like WhatsApp, social media, SMS, and web chat into a single, easy-to-use, centralized inbox, you’ll be able to manage all your customer communications easily.
Plus, the 360-degree view of previous conversations available on our platform ensures every salesperson is empowered with information they need to close deals. With one shared inbox, you’ll be able to meet customers where they are — before another dealership does.
“Unifying everything into one solution has been amazing. Texting, faxing, recording, and reporting from one central location is a huge upside. I was able to cancel 6 or 7 different products once we made the switch.”
- Todd Hawkins, IT Manager, BMW of Murray & GoTo customer
Make your customers feel seen and heard
Service satisfaction is consistently ranked as a key driver of customer loyalty in the automotive industry. A Google Insights Report found that sales experience was the top factor in influencing a customer’s automotive brand loyalty, closely followed by maintenance and service experience. On top of that, McKinsey research revealed that 71% of consumers expect personalized interactions, and 76% feel frustrated when this doesn’t happen.
So, how can you ensure every customer feels cared for?
GoTo Connect helps you create positive, personalized customer experiences. Our platform gives your sales teams access to past communications at-a-glance through one shared inbox. This means that each salesperson can view the customers’ entire conversation history and be ready to address their needs via text, phone call, or in person — empowering your team to serve customers effectively.
You can also send customers texts messages regarding routine car maintenances, appointment reminders, or customer loyalty campaigns, allowing you to connect with your customers faster and in a more personalized way.
“Our sales team can open the GoTo app and do everything there. They don’t have to use a separate app for texting, e-mail, and pictures — they can text and call their customers and receive texts and calls from their customers from wherever they are.”
- Todd Hawkins, IT Manager, BMW of Murray & GoTo customer
Drive your way to better customer experiences
GoTo Connect helps connect you and your customers better. From eliminating phone overloading with advanced call routing to unifying customer interactions with a single inbox, GoTo Connect helps you personalize customer interactions and cater to their needs faster than ever before.
With features like shared call logs and the ability to text customers about maintenance and loyalty campaigns, your dealership can stand out from the competition and turn loyal customers into long-lasting advocates.
Transform your customer experience with GoTo today
Don’t just sell cars. Create customers for life with GoTo Connect. Get in touch today and see how GoTo can elevate your dealership’s sales process and customer experience.