AutoLoop today introduced EngageTM, a call center solution proven to engage customers and increase sales and service profitability for auto dealers. Building on twenty years of call center experience obtained in the 2014 merger with CAR-Research XRM, AutoLoop Engage uses USA-based agents to manage all inbound sales and service calls for dealers, perform unsold prospect surveys to increase sales and provide industry-unique true ad sourcing, service new and aged Internet leads and improve dealership CSI.
“Data collected from the thousands of customers we have spoken with shows that dealerships often answer only one of six incoming sales and service calls properly, and that in service departments more than 70 percent of inbound calls can go to voicemail or result in customer hang-ups from long holds,” said Keith Shetterly, Vice President of AutoLoop Engage. “Capturing and engaging these missed opportunities is critical for dealerships to stay competitive and build customer loyalty. That’s why we named the product Engage.”
Agents undergo rigorous training in AutoLoop’s Adept AgentTM program and are continually focused on getting the best results for dealer clients. They engage with customers to increase sales and improve dealership CSI
The Engage call center solution delivers auto dealers the following benefits:
Increase Sales and Service Appointments
Engage agents respond to Internet leads, mine CRMs for inactive leads, and set sales and service appointments. In dealerships that retain Engage for their service departments, agents have increased service appointment volume by an average ten to thirty percent, resulting in a larger average Repair Order (RO) total overall.
Turn Unsold Customers Into Be-Backs
On average, 80 percent of all showroom ups leave a dealership without purchasing. Engage associates make multiple follow-up attempts and connect with 60 to 70 percent of these unsold customers within a critical two to twenty-four hour time period–before they’ve had time to buy from another dealership. This follow-up results in increased be-back and closing ratios.
Discover Process Breakdowns
Engage agents are trained to ask customers about the Road to the Sale (RTS) process in order to discover if and where breakdowns occurred. Often customers had a positive experience at a dealership but don’t share their issues while at the dealership and won’t tell the salesperson if they call. Engage agents find the truth, resulting in more be-backs and more sales.
Identify Best Ad Sources
Engage agents ask every unsold customer which ad was most prominent in their decision to visit, resulting in the industry’s most accurate ad sourcing available. Dealers receive information about which ads, online and offline, are working for them so they can save in their overall ad spend.
Increase Customer Satisfaction and Dealership CSI Scores
Engage agents report customer issues from both sales and service to dealers so they can be quickly resolved, increasing customer satisfaction and boosting OEM CSI scores. USA-based call center associates ensure that the customer experience is seamless and there won’t be any language barriers.
“Because we are a third-party service, customers are more comfortable opening up to us and our agents get to know the ‘true voice’ of the customer,” said Shetterly. “We find out the real reasons why the customer didn’t buy, gather valuable CSI information and drive a significant percentage of customers back to the dealership. Over time our unmatched customer engagement results in improved processes, better customer retention and increased profitability.”
AutoLoop Engage is CRM-agnostic and available to dealers using virtually any CRM System. Engage is available immediately to auto dealerships in the U.S. For more information, visit http://www.AutoLoop.com.
Since 2005, AutoLoop’s commitment to “Retention Through Engagement” has helped automotive dealerships nationwide increase sales, improve client retention and achieve overall higher satisfaction ratings. An Inc. 500 company with over 35 million names in its database and nearly a billion individual communications initiated, AutoLoop is passionate about being the best customer retention partner for dealerships. Follow AutoLoop on Twitter @AutoLoop1 and on Facebook at /AutoLoop1