Enhance both your showroom and service lane for your customers – and grow your business – with Sold and Service CSI research through Engage™, a call center solution available for XRM. When paired with XRM, Engage gives your dealership deeper insight into your customers’ needs through their feedback, enabling you to keep your customers happy and coming back to your store. Want to gain more loyal customers and employees in your dealership? Read on to learn how.
Customize Follow-Up and Gain Specific Insight
With Sold and Service CSI follow-up calls, you’ll be able to ensure your dealership is taking care of your customers. Design your own questions to cover areas of the customer experience that are important to you, such as how satisfied the customer was with their salesperson or service advisor, the level of service they received, whether they would recommend your dealership to others and more.
Identify Opportunities Through Honest Feedback
Unbiased opinions of your dealership operations are an asset to your performance – and as an outside source engages your customers, they’ll feel more at ease and speak freely of their experiences. These insights give you the information you need to improve and maintain the level of excellence you provide.
Stay in Touch with Your Team
Generate training and promotion opportunities for your sales and service teams using the CSI feedback. This valuable data helps you address issues and identify areas needing improvement, as well as recognize the employees that represent your dealership at the highest level. Encourage and reward your top performers with bonus and pay incentives, and help your entire team continue to build a better experience.
Increase Your Efficiency with Detailed Reports and Logs
Using the CSI reports in Engage, the All Excellent Log and the Concern Resolution Log, you can easily follow trends and track progress. Filter the information by date, salesperson or service advisor, manager, department and/or vehicle make. The All Excellent Log will display the customers that gave your store a high score, and the Concern Resolution Log allows you to quickly identify issues to address.
Maximize Profit with the Full Solution
In addition to the Sold and Service CSI reports, Engage boosts your productivity by handling your service lane calls (for appointments and overflow), driving showroom traffic with lead conversion, providing industry-leading analytics to monitor dealership activities and more.
To find out more about how Engage can build your business and improve your customers’ experience, please reach out to your Performance Manager.
Customer Only | January 10, 2019