New Strategies To Improve Your Dealership's Online Customer Service Experience

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    22-Jan-2018

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  1. 1. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS NEW STRATEGIES TO IMPROVE YOUR DEALERSHIPS ONLINE CUSTOMER SERVICE EXPERIENCE DARRELL AMY MARKETING STRATEGIST damy@dealermarketing.net 214.224.0050 x.101
  2. 2. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS CUSTOMER EXPERIENCE The sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer. Harvard Business Review
  3. 3. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS NEW CLIENTS, NEW EXPECTATIONS Average age distribution of American workers 42Overall Workforce https://bits.blogs.nytimes.com/2013/07/05/technology-workers-are-young-really-young/ 36Network Administrators
  4. 4. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS
  5. 5. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS
  6. 6. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS BIGGEST FRUSTRATIONS
  7. 7. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS MOST IMPORTANT CONSIDERATION
  8. 8. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS SERVICE EXPECTATIONS
  9. 9. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS When engaging with a brand or organization for customer service, 65% of 18 34-year-olds interactions now begin online compared to 55% across all age groups and 46% of consumers ages 55+. 55%ONLINE SERVICE 28% When beginning an online customer service interaction, 36% of consumers ages 18 34 start on a mobile device rather than a desktop or laptop computer compared to 28% overall who start on mobile and 21% of consumers ages 55+. MOBILE
  10. 10. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS HOW IS YOUR MOBILE EXPERIENCE? Mobile-friendly website and forms Service links at the top right of the page
  11. 11. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS HOW IS YOUR MOBILE EXPERIENCE? Click-to-call
  12. 12. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS CUSTOMERSERVICE HABITS 82% 72% 58% 56% 46% 43% 18% 14% 13% 6% EMAIL PHONE LIVE CHAT SUPPORT PORTAL/ FAQs SEARCH ENGINE IN PERSON SOCIAL MEDIA ONLINE COMMUNITY SUPPORT TICKETING MOBILE APP 60% of business buyers say its very important to receive in-app mobile support (from their suppliers). 82% is still email. Look at what we will say about to ticket or not to ticket 72% is still phone. Any idea how much time is wasted on the customer AND Service Provider side with telephone calls ? 6% is mobile App, BUT : Mobile-Apps have experienced a 196% YoY growth (2015-2016)
  13. 13. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS DETECT DEVICE | SELECT SUPPORT | SEND Chat back or confirm action plan CLOSE TICKET Repair or supplies request Site visit Centralised asset & supplier management Communication
  14. 14. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS HOW HELPFUL IS YOUR PORTAL? Create an path for visitors without eInfo logins Dont confuse visitors with GoTo Assist links in the header
  15. 15. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS 89% of 18 34-year-old consumers have used a search engine to try and find the answer to their customer service question compared to 75% across all age groups and 60% of consumers ages 55+. SEARCH ENGINES
  16. 16. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS DO YOU PROVIDE HELP ONLINE? Support Videos FAQs Drivers Manuals
  17. 17. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS DO YOU PROVIDE HELP ONLINE? Online Chat Mix of service and sales inquiries
  18. 18. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS 52% of 18 34-year old consumers have used social media to ask a customer service question compared to 31% of consumers overall and 13% of age 55+ consumers. 52%SOCIAL MEDIA
  19. 19. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS DO YOU MONITOR SOCIAL MEDIA? Assign Twitter and Facebook Inboxes to be watched by your dispatcher Use Twitter and Facebook to send out notifications to your clients
  20. 20. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS Almost half (47%) of consumers ages 18 34 have used social media to complain about a brands customer service compared to just 29% overall and 12% of consumers ages 55+. 47%SOCIAL COMPLAINERS
  21. 21. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS DO YOU MANAGE YOUR REPUTATION? Proactively get clients to give you Google references Respond politely to the negative ones
  22. 22. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS CREATE A MEMORABLE EXPERIENCE How can you make this experience amazing? SERVICE CALL PLACED TECHNICIAN IN ROUTE FIXING THE ISSUE AFTER THE CALL
  23. 23. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS CROSS SELL ADDITIONAL SERVICES Service call confirmations CEO Juice lists to HubSpot Dear Client, Thanks for requesting support. Our professional team will be responding quickly to get you back up and running. Youll also be happy to learn that we can provide on-site support and remote monitoring for all of your printers. Ask your service technician how we can help your office run more efficiently and cost-effectively! The ABC Dealer Team
  24. 24. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS ACTION PLAN OPTIMIZE YOUR WEBSITE AND MOBILE EXPERIENCE IMPLEMENT SOCIAL LISTENING STRATEGY CREATE A LIVECHAT STRATEGY 1 2 3
  25. 25. WEB DESIGN SEO BLOGS SOCIAL MEDIA VIDEO CALLS TO ACTION PRODUCT CATALOGS ONLINE SERVICE EXPERIENCE REVIEW Darrell Amy damy@dealermarketing.net 214.224.0050 x.101

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