Tag Archives: Virtual BDC

Mishandled Calls at Dealership

When you call a business to seek assistance or information, what irritates you the most: the seemingly impossible chore of navigating phone trees to get to a live person; the options that are irrelevant to you; or the fact that, when you do get somebody, they’re the wrong person and have to transfer you?

Probably all of them! Well, the same is true for your customers. What do they experience when calling into your dealership? Do you even know?

Phone Processes, People, and Technology

Sadly, many dealers place far too much faith in their phone processes, people and technology. Just because your dealership has call monitoring doesn’t mean your customers are well cared for. In fact, those calls may not even be listened to — except, perhaps, at the end of the month when a manager is scrambling for those few extra units to close the month.

Like any technology, just because you pay for it doesn’t mean it’s getting used. The fact is, if you’re not using it, you’d be better off with no automated phone system and a simple receptionist. Why? Because then your customers could at least talk to a live person.

What do you think customers do when they get irritated because they can’t talk to someone at your dealership? They hang up and call your competitor!

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Chat solutions on your website will generate incrementally more leads, as we well know. But that doesn’t give you a clear answer on how you can arrive at those lead increases. There are essentially two types of products in chat services; Managed and Self-managed. While hybrid models are available in the marketplace, it is this debate that spawned the existence of reception services or BDC backstop services.

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As automotive shopping habits are evolving, so are communication and technology. In this workshop, Bill Wittenmyer of ELEAD1ONE discusses how dealerships can use a high-level of consistent phone engagement to influence today’s car shoppers and drive a higher level of sales, service and retention.  Dealers can implement these actionable and measurable learnings for immediate increases in sales and service revenue, customer loyalty and market share.