India’s automobile industry contributes 7% of the total GDP, which makes it one of the most lucrative industries among others. Despite its immense growth, the industry still faces many challenges in employing customer communication strategies as they are deemed traditional. For instance, a car servicing shop communicates during pick-ups and drop-offs and lacks expertise in the development of a platform for tracking and management of calls.
Keeping in mind the fierce competition, the automobile industry has undergone massive changes, and investing in cloud telephony is the smart move to attain maximum satisfaction for customers. The article will highlight some of the prominent challenges faced by the automobile servicing industry and how you can elevate those challenges with CX platforms like cloud telephony!
Obstacles to Smart Communication in Automobile Sector Let’s know what challenges are faced by the automobile industry in ensuring great customer service to customers to survive in a dynamic business environment.
Customer Experience
Bridging a gap between customers and brands is vital for the automobile industry in order to make it easy for customers to interact and come up with their inquiries. Enhancing customer experience when they book appointments or request schedules can be an essential factor for this particular industry to grow.
Revenue Loss Due to Lead Leakage
Companies receive a lot of inquiries related to cars on a daily basis on websites and call listings. On a non-working day, there are chances that you may lose leads because of a lack of availability. Round-the-clock service becomes key here!
Staying at the top of Customer’s Mind
Customer engagement is deemed the primary motive for many automobile industries. It is not wrong to say that a wrong communication system can impact customer interaction adversely. Outdated systems do not appropriately match the expectations and needs of younger generations. It makes smart communication a priority.
Customer Support
Customer support will impact the purchase decision of customers. Customers expect easy access to support services as it helps them in viewing the brand positively. Lack of an efficient support system or tool can create contingencies for customers to reach you in case of any need.
How Cloud Telephony is One-Stop For All Your Communication Tool Needs
It is pertinent that companies employ customer relation strategies to ensure better interaction over multiple channels. The results are you can improve customer retention by leveraging communication. One of the best ways to do it is the installation of cloud telephony tools to revive the Indian automobile sector.
Harness the Power of Automatic
IVR Automobile companies find themselves stuck in multiple queries and calls that lead to burnout. Interactive Voice Response (IVR), a gift of cloud telephony, can streamline all your incoming calls in such a way that your agents will get the least load of calls. Coming on the customer side, you can ensure that your calls are landed in the right department so that each customer call is treated in a prioritized manner.
Enhance Customer Reach
Automobile companies rely on the dealership model wherein they have to assign different numbers to salespersons. Cloud telephony can ensure a convenient way to reach your customers through a professional business number, also known as a toll-free number. A six-digital business number is easily recognizable and upholds a solid reputation of your respective brand.
Reduce AHT (Average Hand Time) and Improve Communication
When all calls are optimally streamlined then it is perceived that cloud telephony can do wonders when it comes to satisfying customers. You can integrate all customer calls under the unified system and use that to improve the handling time for agents. Better optimized workflow is not the only benefit of this system, you can also deliver a faster resolution to every query that you receive.
Enhances Scope of Innovation
The purpose of cloud telephony solutions is to make sure real-time problems are resolved with cutting-edge technology. Businesses get an opportunity to innovate customer experience and enhance customer outreach. This means you have to understand your contemporary business needs and bring something new to the table.
Easy Integration with CRM
One of the most unique capabilities of cloud telephony software is that it can be integrated with other related CRM tools. This means you can make so much information handy, keeping you, your employees, and your customers on the same page. Your agents can pick up data in real time and customize answers as per the information gathered. It attempts to bring remarkable productivity to your organization.
Final Words!
Many automobile industries are still lagging behind as they are using traditional communication strategies. This makes cloud telephony solutions highly significant to make a strong presence in the market. With unlimited features and modules, you can customize your customer service as per customer needs and fight various challenges that are already emerging in the auto market.
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