Customer Experience (CX) is a relatively new phrase to describe an old concept. Business owners have known for years that happy customers are a fundamental component of any successful business. Satisfied customers are repeat buyers and an excellent referral source, which sheds a positive light on a brand. Many factors determine Customer Experience. In the automotive industry, there are a limited number of reasons a person will call a dealership and it’s important to remember that many of these callers have a negative preconceived notion of what to expect. Overcoming this bias should be top of mind.
InteractiveTel has been at the forefront of customer experience research related to car dealers’ conversations with their customers. In 2013 we brought the first and only solution to automotive that records every inbound and outbound call at a dealership regardless of the type of phone system they have. Giving dealerships the tools to improve upon the customer experience.