CSI can be a tough measure to boost. Sometimes customer questions are missed, forgotten, or routed to the incorrect contact. And other times customer concerns cause miscommunication and frustration on both parts. These speed bumps in your customer service process can slow down business and sour customer perception. But we get it. That’s why we’re always working to improve the process and streamline workflow. And we’re sure these new notifications from your automated email (trigger) communications will do just that.
Send survey results directly to the Service Advisor or salesperson
Gain insight into how customers are rating their appointment experience with this new notification. There is now an option to route the purchase follow-up and service follow-up survey responses directly to the email inbox of the Service Advisor or salesperson linked to the repair order or deal.
Your Service Advisors and salespeople depend on customer feedback to improve their interactions and promptly address all customer questions and concerns. This allows them to remain accountable and stay informed to provide the stellar experience your customers expect. And in turn, you’ll notice your customers will become more comfortable and loyal to your dealership.
Send appointment confirmations or cancellations directly to the Service Advisor
If a service customer has any questions or concerns regarding their upcoming service appointment, or if they want to add or change services, those requests can now be routed automatically to their assigned Service Advisor. Save your customers the extra steps in having their concerns addressed promptly, plus enjoy a smoother process overall.
This direct line of contact to their personal advisor will go a long way to boost customer satisfaction and minimize missed opportunities or extra work. Service Advisors don’t need to give out their personal contact information just for their customers to be able to reach them quickly – this notification allows them to address concerns and keep the line of communication clear and efficient.
Eliminate busy work for your service team and reception – and the chance of customer concerns falling through the cracks. Contact your Performance Manager to have these notifications enabled for your trigger communications today.
Customer Only | January 10, 2019