Business leaders in the automotive industry know that effective communication is no longer just a competitive advantage — it's a necessity. With digital interactions on the rise, customers want to be met where they are. Across all channels, customers expect seamless, personalized experiences.
As automotive dealership leaders, you’re tasked with optimizing customer experiences and making the most out of every interaction. We’re here to help you get there!
In this blog, we’ll explore key customer experience roadblocks that automotive dealerships face and how GoTo Connect — a market-leading cloud-based phone system and customer engagement software — helps solve them by making it easier to engage, persuade, and amaze customers.
Automotive dealerships continue to deal with customer experience challenges
1. Fragmented communication channels
Customers want to reach you via the channels of their choice. Because of this, automotive dealerships have to juggle with an array of communication mediums such as phone, email, SMS, social media, and in-person visits. But, when these channels are not integrated efficiently, it leads to fragmented communication.
For instance, a customer might schedule a service appointment via email but follow up with a question through a phone call. If the dealership’s communication system isn’t unified, this can result in the service advisor missing important details, or worse, customers have to repeat themselves. This can cause frustration, leading to poor customer experience.
How GoTo Connect helps: GoTo Connect offers a multichannel communication platform that centralizes all customer interactions in one place. No matter which channel a customer uses, information can be accessible to all relevant team members. This unification allows for a seamless customer experience, reducing the likelihood of miscommunication and improving overall satisfaction.
2. Slow response times
Timing is crucial. Whether it's responding to a sales inquiry or confirming a service appointment, slow response times can result in lost opportunities.
As service departments often receive a high volume of calls and emails each day, responding quickly to inquiries can be challenging. Without an efficient system in place to prioritize and manage these inquiries, response times can suffer, leading to customer frustration and, potentially, lost business.
How GoTo Connect helps: GoTo Connect speeds up response times with advanced call routing, automated responses, and real-time notifications. These features ensure that customer inquiries are directed to the right department or person quickly and efficiently. Plus, GoTo Connect’s integration with CRM systems allows staff to access customer information instantly, further boosting the response process.
3. Lack of personalization
Customers want to feel valued. From purchasing a vehicle to scheduling a service appointment, they expect personalized service. But many automotive dealerships struggle with this due to disjointed customer data and inadequate CRM integration.
For example, a sales team might not have access to the latest service records, making it difficult to tailor their interactions with customers based on recent experiences. This lack of personalization can make customers feel like just another number, which can harm customer loyalty.
How GoTo Connect helps: GoTo Connect integrates seamlessly with CRM systems, enabling dealerships to access comprehensive customer profiles during interactions. Sales and service teams can view past interactions, preferences, and service histories, allowing them to tailor their communication and offers to each customer’s unique needs. This level of personalization can significantly enhance customer satisfaction and loyalty.
4. Inefficient internal communication
Effective internal communication is key to a seamless customer experience. Yet, many dealerships face departmental silos, causing miscommunication and errors.
Imagine if a service department fails to inform the sales team about a customer’s recent visit, then the sales team might miss an opportunity to offer a trade-in or upgrade.
Without a unified communication platform, it can be difficult for teams to collaborate in real time, resulting in delays and misunderstandings that impact the customer experience.
How GoTo Connect helps: GoTo Connect provides a unified communication platform that facilitates real-time collaboration between departments. With features like instant messaging, video conferencing, and shared digital workspaces, teams can communicate and collaborate more effectively. This seamless internal communication ensures that all customer interactions are consistent and well-coordinated, improving the overall customer experience.
5. Difficulty in managing customer expectations
When it comes to service and repairs, customers expect transparency and timely updates regarding their vehicle’s status. A lack of consistent communication could fuel customer frustration.
For instance, a customer might drop off their vehicle for repairs, expecting to receive regular updates. If the dealership fails to communicate effectively, then the customer might feel ignored or uncertain about the progress, leading to dissatisfaction.
How GoTo Connect helps: GoTo Connect helps dealerships manage customer expectations by offering automated updates and real-time notifications. Whether it’s an SMS update on a vehicle’s service status or an email confirming a sales appointment, GoTo Connect ensures that customers are kept informed throughout their journey. This transparency builds trust and enhances the overall customer experience.
6. Inadequate follow-up processes
An effective follow-up process is the perfect opportunity to maintain customer relationships and encourage repeat business — giving a chance for sales teams to reconnect with their customers and spark new sales. Yet, many dealerships lack a consistent follow-up process after an initial customer visit.
Post sales follow-ups like timely service check-ins can positively impact a customer’s long-term loyalty. But, without an efficient system in place, these opportunities can easily fall through the cracks.
How GoTo Connect helps: GoTo Connect streamlines follow-up processes by automating reminders for follow-up actions. Whether it’s sending a thank-you email after a sale or reminding a customer about an upcoming service appointment, GoTo Connect ensures that no customer is overlooked. This proactive approach helps build stronger relationships and encourages repeat sales.
Fuel your automotive dealership’s success with seamless communication
Customer experience is not just a buzzword — it’s a driving force towards success in the automotive industry. Customers are always on the lookout for personalized services and seamless interactions, and with GoTo, your dealership will be their top choice!
By centralizing communication channels, improving response times, enhancing personalization, and streamlining internal communication, GoTo Connect empowers dealerships to deliver exceptional customer service at every touchpoint.
Incorporating GoTo Connect into your dealership’s communication strategy not only helps to resolve existing pain points but also positions your business for long-term success in a competitive market. By investing in a solution that prioritizes effective communication, your dealership can enhance customer satisfaction, build loyalty, and drive growth.
Elevate your communication with GoTo Connect
Ready to transform your dealership’s customer experience strategy? Learn how GoTo Connect can help overcome your communication challenges and elevate your customer experience. Visit us at goto.com/automotive to learn more today!