Most of your staff nowadays uses digital communication channels in their personal lives, but not always in a professional setting. So it’s important to give your team some pointers on the right way to use digital communication in a customer service & sales context. Here are some best practices for using text, chat, social media, and video.
Text messaging is probably the most common and immediate way to communicate digitally, so it’s particularly useful for customers who want quick answers or for internet inquiries that have provided a mobile number. Give your staff the following tips to help them become texting superstars while still adhering to your dealerships brand and other guidelines.
Chat (Website Chat)
Fielding website inquiries using a chat application for your dealership's website - whether from web or mobile visitors—is similar to handling conversations via text messaging. The same rules around grammar, voice, brevity, and speed apply, but there are a few distinctions that we list below.
Social (FB Messenger, Instagram, WhatsApp)
Customer service in social media channels serve three purposes. They help customers quickly inquire, communicate and resolve issues from the convenience of a social channel. It also shows the public what your brand and dealership stands for. The public is watching how you handle conversations in your social channels, so it’s especially important to get the message right there.
Video (Email & Follow-Up)
While video isn’t as popular for customer service as some of the other channels we’ve talked about, it is still important. We have found that many customers actually prefer it, either out of necessity or convenience. You can be almost certain your competitors are not using video, and it will both really increase engagement and as well as set your dealership apart. Especially on internet inquiries on specific vehicles and follow up emails.
Managers, be sure to share these digital communication best practices with your team so everyone can meet today’s customer expectations and successfully sell and resolve customer issues using text, chat, social, and video.
For more tips and resources for your dealership, check out autocorp.ai/blog today.
- Team Autocorp
Buying a car is an overwhelming experience for many people, but it's your job to keep your customers at ease throughout the process. In order to do this, you need to understand what the customer is feeling and what the common concerns are so you can directly address these concerns.
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