Do your customers always need to talk to a human?

Posted by Jon Oxtoby on 26-May-2021 12:00:00

Let’s take a virtual tour through a typical aftersales department for a moment. The aroma of fresh coffee wafts through the office, someone drops a bag of doughnuts onto the desk — it’s their birthday — sunlight drifts through the windows. Service advisors chat happily to customers, accompanied by the gentle tapping of keyboards.

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Topics: Customer Experience , customer satisfaction , loyalty , automotive , dealerships , communication , Aftersales , customer relationships , service , digitisation , automation

Are your service advisors burning out?

Posted by Jon Oxtoby on 24-May-2021 12:00:00

As life eases back to some kind of normal, many of us are catching up with jobs we’ve not been allowed to do — or simply put off — for too long. Things like getting the dog groomed, nervously opening up for the dental hygienist or an OMG-we’re-actually-going-on-holiday last-minute car service...

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Topics: Customer Experience , loyalty , dealerships , customer satisfaction , communication , Aftersales , customer relationships , personalisation , digitisation , service , coronavirus , covid-19 , quality , 2021 Dealership Customer Engagement Report

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