Collect the right data to improve customer communication.
If you want great interactions with customers, collect great data.
Multiple Communication Methods: More is Better.
What communications do you manage in real-time? If you consider the most common ways to communicate (email, chat, phone, and text), each are used differently depending on personal preference and the situation, e.g. BDC or non-BDC stores. Most of us check email and voicemails when it’s convenient and we usually check our texts in real-time.
Emails might be appropriate if the message being sent is longer in nature or contains several multimedia links. But, sometimes it makes more sense to talk. Situations when you need to talk are typically when the information needed is more complex in nature or immediacy is required. Sometimes, a text may be the only option in places where you are unable to talk but still want an immediate answer, e.g. “Is my car ready?”. The point is this; multiple customer contact points, including multiple phone numbers, increase your ability to identify and follow up with prospects.
Ideally, in your dealership, you should capture both work and mobile numbers since oftentimes, people will call from work and acquiring a mobile number improves your chances of reaching them in the future. If you’re able to get a mobile number, you should also ask if the customer’s preference is to receive calls or texts when following up on their question or appointment confirmation.
It is important to adhere to TCPA regulations as well as any state or local laws around texting, but assuming you’re able to, text is a great opportunity to communicate with customers. Email and physical addresses are also important contact points to collect from prospects for future follow-up.
Data that results in better conversations is the most meaningful.
In addition to collecting multiple contact points, another key call data point to collect from callers is information about a customer's current vehicle. Learning more about their current situation allows you to take the conversation into new directions, develop rapport, and have a more familiar conversation.
For example, if a caller says they looking for Honda Pilot, you could ask what they currently drive. If they say an Acura MDX, this gives you the opportunity to comment on the similarity of the vehicles and the change back to a Honda.
“Well, we’re expecting another child in the fall.”
This builds a connection with the customer while allowing you present additional options as well.
Don’t just collect data, use it to follow up with a customer.
Great notes make for great follow-up calls. Every inbound call deserves an outbound call as well, whether an appointment was made or not. An estimated 20% of sales come from the follow-up with leads in CRMs. Consider the difference between a note in your CRM that says, "John called about a Honda Pilot" and one that includes numbers such as "Expecting child. Wants to put $5,000.00 down, payments under $500/month, has interest rate of 3% from his or her own bank." Based on our data, CallRevu estimates that only 10% of relevant information discussed on phone calls to automotive dealers ends up in CRM.
An agent or manager can read those CRM notes in less than 30 seconds and can have a much easier call to make because the conversation is more contextual and familiar to the consumer, thus more successful.
For more on important data to collect from customers, check out Cory Wright’s video, our Director of Training, on obtaining contact information from your customers.
Want even more? You can also register for free traing sessions by clicking the link below!
Publish Date: January 3, 2017 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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