admin | Automotive BDC, Customer Service |
Running customer support services at a dealership can be challenging given everything you need to do to ensure your operations run smoothly. In this article, we will discuss three things you can do to improve your BDC support services and enhance your overall customer experience.
- Become an Expert on Your Target Audience: Too many marketers try to develop their goals and strategies without first taking the time to fully understand their customers and who they are trying to reach. As a dealership, if you want to provide the best customer experience and run a BDC that best meets the needs of your customers, you must first ensure you know everything there is to know about your customers. This means understanding automotive consumer trends, the demographic and psychographic makeup of your customers, identifying the right potential new customers, and so much more. Understand everything there is to understand about who you are serving, so you can tailor your business goals and strategies around the right audience.
- Communication, Communication, Communication: Good communication can be the main reason for success for many companies, while bad communication can be the main reason for failure. And the automotive industry is no different. You must excel in communication in two key ways. First, you must be able to communicate effectively with your customers (this is obvious), which means you must prioritize client communication in your training and day-to-day activities. You should also adapt your operations strategy to ensure your agents are able to communicate with your customers in ways that work for your customers. For example, some of your customers may prefer phone calls, while others may prefer email or text messaging. Secondly, you must prioritize internal communication, meaning you must ensure that your BDC is able to effectively communicate with your sales team, senior management, and other key stakeholders.
- Partner with a Third-Party BDC: Following the two tips discussed above will help you optimize your internal service operations. However, to fully enhance your customers’ experience and dealership operations, we recommend partnering with a third-party BDC that can fully manage your appointment scheduling, outreach, marketing, and more. We discuss the main advantages for dealerships who outsource their BDC’s in our article titled, “Why Should a Dealership Outsource Its Service BDC?” Briefly, though, outsourcing your BDC will lead to more service appointments scheduled, a better customer experience, more enhanced marketing and sales campaigns, and the saving of time and money.
Outsource Your Service BDC with Customer Traac
If you would like to improve your dealership’s operations by outsourcing your service BDC, or if you would like to speak with an expert in the field to learn more, please reach out to us to see how we can help. At Customer Traac, we work with you to understand your specific goals and needs, so we can provide a personalized service that optimizes your dealership’s marketing and communication efforts. We offer a full range of automotive marketing services, including a full-charge contact center, appointment scheduling, outbound calling campaigns, and a full-service automotive BDC. Our agents go through extensive training to make sure they provide the best customer service and help your business grow.
We partner with dealerships across the United States. Please call us at 763-553-2989 or fill out our contact form to learn more.