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Customer Service Tools
Make your customer feel likes he's #1...
Our approach is to treat each of your leads as if they represent that next sale for your dealership.
Accordingly, we place a lot of emphasis on helping you create the high quality of service your
customers deserve and even expect.
Give your customer the ability to "chat" online with a live customer service representative.
Advertise on your site a set time each day(s) so your customers can plan to chat with your staff,
or log on when time allows. Your customers will know when Live Chat is available by use of an icon
(the icon only appears when your representative is logged in for chat). Don't forget, you can use
your WebTrends Analysis to
know when peak website usage occurs (days of the week and time of day) to
determine when your customer service person should be logged in and ready to chat with customers live.
Leads generated through your website, or third party websites (i.e. those to which you export your
inventory lists), need to be managed with timeliness and care. The ILM System captures all data from
the various forms (Scheduled Test Drive,
Request More Info,
Service & Parts Request,
"Build It Price It",
Finance Application and
Contact Us) as well as third party online leads. The system allows you to categorize
each lead/request with a priority (critical, high, normal, low), assign it to a specific person, and change
the status (open, closed, new, or custom status types) at any point. All leads can be sorted by any of
these items. The system uses email auto responders (customized according to the type, source and
recipient of the lead). Forms can be automatically forwarded to a third part lead management software and
leads can also be linked to inventory, to help ensure better customer service.
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