Customer Service in the Automobile industry
The customer support team plays a special role in the automobile sector. The brand’s marketing team spends a lot of money on customer acquisition and the sales team spends a lot of effort on selling each product. One or more people are always present in each automobile showroom to answer any customer queries. If we can compare a brand’s social media page to an online showroom, where customers bring their queries and the customer support team is on hand to answer all their queries. As we know, nowadays customers check online before buying any high-volume product and ensure the brand’s after-sales services. In such situations, ensuring spontaneous communication with customers ensures brand appreciation with social marketing.
Importance of Social Media
Due to familiarity, lack of time, traffic congestion etc. customers are now turning towards online services. Consequently, in this age of the internet and social media, customers want to ensure that all their queries are resolved accurately and within a short time so that they can make quick decisions. It is imperative to prioritize such potential customers within the larger population. In the automobile industry, customers bring very specific intentions such as purchase intentions, product specifications, service issues, and often they bring their suggestions, complaints, availability some time there is some distributor request.
Communication Strategy
Experience shows that in most cases, brands miss the intent of their potential customer’s queries and respond in a generic manner, resulting in inadequate customer service. Brands must have a Customer Experience Management (CxM) strategy for these various customer intentions.
Here CommEngine supports the brand to prepare a CxM according to the brand’s expectations, strategies and how to build a qualified customer database for further manipulation. Depending on the CxM strategy all teams (including QMT, Telesales team, sales team, showroom, and customer service) will maintain this as an SOP
This strategy will clarify how a purchase-interested customer will be converted to sales, telling the telesales team how to collect maximum insights from the customers. Whether the customer visited the showroom, bought the goods, whether the support team confirmed the desired service, how to record all the lead-base communication till the last mile.
Workshop / Piloting
On the sound of “seeing is believing” CommEngine encourages their customers to pilot before making a decision. CommEngine Team Designs the CxM strategy according to brand expectations by holding multiple sessions with the Brands CS team. On the piloting Brand CS team & CommEngine team works to maintain the strategy during Social media query management and The CE-Tool will produce the reports for Management visibility.
Onboarding Journey
After piloting Brand management, CS team, & CommEngine team seat on a closer meeting and discuss piloting outcomes, requirement analysis, and commercial discussion. If all goes alien, then make a date to sign the agreements (PO, SLA, NDA, Deed)
Client Support & Service
Suggest in CxM Strategy
CxM (Customer Experience Management) is gradually updated, to manage customer queries on social media, create an analysis and social monitoring from communications, find warm leads, build a potential customer database with their insights, manage better follow-ups, serve the best from the brand and ensure customer satisfaction. Sometimes we can design how to operate a passive survey on social media to meet brand needs.
Agent Training
CommEngine conducted multiple offline and online training sessions to make agents user-friendly with the tool, special sessions for newly hired employees and shared visual user guides. Agents are encouraged in the session on how to manage communication while maintaining CxM flow and its requirements.
Operation Supervision
Agents activities such as SLA maintenance, responses, tagging customer profiling, follow-up management, lead conversion process etc. are monitored and guided as required during operations.
Support Issue
Since CommEngine is a SAAS product, a dedicated tech team regularly makes various developments on this tool based on requirement analysis of brands and agents. Also, if the agents face any problem while working on CommEngine or encounter any issue in query management, there is a dedicated support team active to assist them immediately.
Lead Generation
Communication coming from social media is one kind of asset for lead-based industry as a social media profile holds brand value. But handling the communication is a tough thing and to define the business need or customer need to segment the TG to categorize the lead there must be defined automation that can connect the loopholes. And here CommEngine connects the loopholes and furnishes the effective way of QMS. When a communication dive into the system, agents can categorize them into different segments and define the customer according to their user attributes ad throw the lead directly to the LMS. With CommEngine a user can Capture Qualified Leads (sales/support/query) & manage with organizational structure, plus nurture them to final fulfillment.
Lead Nurture & Conversion
Just after the first tier the stage that pops in is the process of nurturing the lead. Lead can come from different mediums social media, retail customers, agents etc. after the lead generation no the process is to push them into the LMS of CommEngine. And with CommEngine start nurturing the lead step by step. From the beginning status to the final lock status CommEngine with follow the lead-up with reasoning. While the follow-up process, CommEngine will allow you to reach them directly to the messenger inbox or via SMS or Email with the status-changing history. On the other hand brand can follow up lead through out bound call and create report on conversion the lead.
Analytics and Decision making
Last but not least and CommEngine provides Data-driven analytics and insight into the total journey of your work from the engagement ratio to the tag analytics to agent performance measurement. With the help of these analytics, anyone can simply design the strategy and also can identify the place that needs to be handled with more concern.
Better inform and engage on social media with CommEngine from a single dashboard, you can engage without missing a single communication, monitor relevant conversations, and measure public sentiment around programs and policies with real-time social listening and analytics.
Segment-based Re-target
CommEngine allows the segmentation to brief the segmentation concept assuming that one group of people wants to support another group of people who want the service\\ Product and the other group wants to do the query, on that basis CommEngine will allow to the segment. Now the question is what you can do with the categorized group of people. CommEngine provides a feature we call a retargeting campaign. This most valued feature e help to retarget the people specifically. Simply If you’re offering support then select the people who wanted the support from you.