Why the Automotive industry should leverage CCaaS
The way consumers research and purchase products and services, regardless of the price, continues to evolve as new technology and features are available across mobile, and desktop devices and apps. With an increasingly competitive market, the automotive industry must adapt too and leverage technologies such as CCaaS to meet the needs of consumers and provide an exceptional customer experience when buying a car, repairs, services or rentals.
Consumers expect a personalised, seamless experience throughout the entire sales process. For all automotive businesses it’s simple: adapt to these new expectations and leverage the solutions available, or risk falling behind.
So, what is CCaaS?
CCaaS stands for ‘contact centre as a service’, it is a cloud-based solution that streamlines communication across multiple channels into one simple interface for teams to easily manage and communicate effectively enhancing the customer experience. CCaaS works across desktop and mobile devices so you can deal with customers from anywhere, at anytime, across all channels; telephony, instant messaging, chatbots, meetings, as well as integrations with CRM systems.
Do I actually need CCaaS?
Whilst you might not have a contact centre within your business, CCaaS offers numerous benefits to make customer engagement and the sales process efficient, effective and seamless allowing your team to be highly productive.
You might be thinking, well we don’t have a call centre so we don’t need this. Wrong. The main question to ask yourself is – How many of your team are customer facing and actually take or respond to customer communication in any form? Probably all of them…So, that’s your contact centre.
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So, how does this work in practice? Let’s discuss a real-life example to showcase how CCaaS really works magic.
For example; A prospect lands on your website and is actively searching and scoping out a new vehicle to purchase. A team member begins a conversation with them on live chat to understand what their requirements are. The customer replies, but then proceeds to book a viewing via the website. The next day the customer receives a SMS reminder about the upcoming viewing but realises they have a family arrangement the same date and time. The customer calls to re-arrange the viewing and is automatically directed to the advisor who first engaged with them via live chat, and all the customers information appears as a reminder for them. The advisor proceeds to re-arrange the meeting and discusses a new car that has just come into the showroom that would be ideal for this customer, meeting their original search criteria.
The advisor then follows up with a personalised video tour of the car which they send to the customer via WhatsApp for Business. The customer is very excited, pops in to view the vehicle the next day and goes ahead and buys it! After a few days the customer receives an email asking for feedback on their experience of which they rate excellent and leave a lovely comment about the member of staff they have interacted with. This allows you to monitor employee goals and supports the businesses CSat score.
Features of CCaaS
Handling a large influx of emails, calls, live chats, and social media messages can often seem overwhelming. Not only might you miss out on sales opportunities, but any delays could drive your customers to seek better experiences elsewhere. Which is not the end goal!
Now we know CCaaS offers many benefits to your business, we can take a look at what it can do for your team and customers too.
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Benefits of CCaaS for Automotive
Let’s take a deeper look into the benefits of CCaaS for car dealerships and automotive businesses:
Enhances your customer experience
There’s no doubt that providing an excellent customer experience will have a positive impact on your business. A happy customer will share their story, perhaps leave a positive review, refer your services to their network and continue to be a loyal customer – The is the ultimate win!
Supports hybrid, remote working, and multiple locations
Many automotive businesses have multiple sites that would like to offer a unified customer experience, CCaaS is the key to this. It doesn’t matter what site, location, or device your team access your systems from, they will be able to view, manage and handle customer queries just as they would at their designated desk.
Data and reports
You can view dashboards, data and reports at ease within the solution from call stats, information surrounding issues, trends and insights into how customers are engaging with you. Insight drives actionable change, allowing you to take the relevant steps to continue to improve your customer experience.
Scalable & Cost-effective
As CCaaS is a cloud-based software solution it does not occur hardware costs making it much more cost-effective. It is also scalable with your team and business needs, enabling you to simply add or remove additional users and leverage additional functionality.
CCaaS or UCaaS, which is right for your automotive business?
Contact centre as a service (CCaaS) and Unified communications as a service (UCaaS) are both increasingly being considered by businesses from all industries, but particularly for the automotive industry it can be confusing as to which is right for your business. Businesses often don’t think they are ‘big enough’ for this level of technology, but it’s simple really – If you want to offer excellent customer experience and secure more customers then you should get started with CCaaS today.
UCaaS was designed to assist internal teams in the transition to hybrid working and working from home, particularly during the pandemic. Whilst is has impressive collaboration and communication features, CCaaS has advanced tools tailored more specifically towards effective external communication.
Get started with CCaaS for your Automotive business
Improving your contact centre and creating a more personalised experience for your customers is possible with CCaaS. If you’re ready to get started with CCaaS for your automotive business, then get in touch with our friendly, expert team today who will be happy to help. We have over 30 years’ experience of providing businesses across the UK with the best software, IT and telecoms solutions for their needs. Not only are we partnered with leading technology brands, but we partner with businesses like yours to find the right CCaaS solution with a consultative approach followed by implementation and ongoing support. Get in touch with us today to get started.
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