The automotive industry has always been a competitive market. With the evolution of technology and the buying process, the competition has grown fierce. With 79% of buyers beginning their new vehicle search online, the customer journey is more important than ever. Voice of the Customer (VoC) technology tells you what is happening online. Our TrueVoice CX program is a state of the art VoC tool that was created with you in mind. Know what your competitors are saying about you. Hear from your customers about previous experiences to tailor new customer journeys. Ensure your online presence represents your dealership in the best light possible. This data directs our attention to the areas that are most important to your customers.
Telephone mystery shops will let you know how the first point of contact is handled. Hone this experience to turn inquiries into appointments. Record these calls to use as training tools for individual associates as well as the team as a whole.
Once a customer arrives at your dealership, they have high expectations and a short attention span. A combination of Video/Written/Audio/Telephone and Web mystery shopping can help your sales team close more deals while capitalizing on every opportunity for additional and premium services. Hidden Video Mystery Shops provide verifiable and actionable footage that can be used to create powerful training modules. We can incorporate Audio Recorded Mystery Shops of in-person visits and telephone calls to enhance the training program. Written mystery shops can help to add more data to the pool ensuring validation of the findings and enabling more associates to be evaluated.
For more information on how Elite CX Solutions can work to improve your company through a comprehensive Customer Experience Management Suite, please contact one of our Business Development Managers at (727) 674-0300 or email us at Info@EliteCXS.com.