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Customer Service in the Automotive Industry: Changes for 2019

Just like in any other industry today, customer service and experience are key to success in the automotive industry.
Modern technology is changing our lives, our workplace, the customers, and their behavior, as well as demand. Businesses all over the world are facing a challenge: how to cope with all these rapid changes. Well, maybe technology brought all these changes but it's also the solution to the problem.

When it comes to customer service, buying a car isn't exactly like checking into a hotel or dining at a restaurant. Automotive shopping is more daunting, so automotive shoppers are prepared to spend hours before they make a decision and it all depends on the customer service and experience to help them make the right decision.

The fact that shoppers use the internet as a tool to help them with their purchasing decision-making process can work to the advantage of the automotive industry as they can tune in and stay engaged.

Customer service in the automotive industry should be customer-centered so that dealerships can gather valuable data and use it to better understand the desires and needs and every other part of the customer journey.

The moment automotive businesses realized that embracing modern technological solutions such as artificial intelligence and chatbots can work to their advantage and greatly enhance customer service and experience, things started changing. Today, this is the only way to stay competitive. With all this in mind, here are a couple of changes that will take most notice in 2019.

Personalization is a top priority

If a certain customer isn't feeling sure about buying a car, a friendly conversation with the customer service might help them decide. This is especially important today when customers have very high expectations regarding customer service and experience. In fact, these two factors shape their decision-making process. That's where personalization kicks in.

The key to personalization is artificial intelligence. Leveraging natural language processing and machine learning, artificial intelligence technology can simulate human interaction to enhance customer service and create a flawless customer experience. While AI isn't anything new in the automotive industry, it is in terms of customer service.

Using sophisticated AI software, automotive companies can provide each customer with personalized customer service and better answer their requests and demands.

The importance of AI

AI allows competitive automotive brands to gather valuable data regarding the needs, desires, and demands of their customers. Then, they can process and use that data to improve their customer service and personalize their services and products more effectively.

Artificial intelligence also allows the creation of chatbots, which are online agents and virtual assistants that interact with the customers 24/7, learning from every interaction.

Automotive businesses don't need to hire customer service teams anymore. They can fully rely on these artificial intelligence agents to satisfy every need of their customers. On top of all that, chatbots can help brands to provide their customers with customer experiences that are tailored according to their individual needs and wants.

Customers know that modern brands gather their data and it's because of it that their expectations increased with time. They expect brands to give them relevant customer service based on personalized data.

Automotive industry becomes customer-centered

It's no longer about the product, it's now completely about a customer. This is mostly because all of today's customers use the internet to get what they want and need. Automotive dealerships aren't any different. If a customer wants a Honda, they will visit their website and do their research before they make a decision.

Well, the best thing that every automotive brand can do today is greeting their potential customers with a welcoming message. Yet again, the chatbot comes to help.

Chatbots are the way businesses interact with their customers today. It doesn't matter if you're buying a pizza or a car, the first line of interaction will be a chatbot. These virtual assistants are using artificial intelligence to become smarter with each interaction and:

  • Gather real-time customer data
  • Use that data to develop capabilities to improve customer service
  • Increase levels of customer engagement
  • Help with the decision-making process of the customers

Thanks to all the advancement in artificial intelligence, chatbots provide a very efficient way for brands to interact with their customers. Today, customers prefer to use instant messaging services rather than talk to human agents.

The most advanced chatbot platforms such as allow every industry to build their own bot according to their needs to better serve their purposes and goals.

That's how the automotive industry will become more customer-centered as they can now significantly improve the customer service and experience by using these smart and advanced chatbots.

Chatbots in the center of customer service

Automotive brands can also use chatbots to reach their customers on any channel they prefer and drive both in-store and online traffic. In a way, it's safe to say that chatbots and artificial intelligence are transforming the automotive industry by offering more customer-centered and personalized customer service and experience. Here are the three biggest benefits of chatbots in the automotive industry:

  1. Awareness and discoverability - when customers start their car-buying process, they need relevant information, to begin with. In other words, they first need to find the website of their preferred car dealership. Chatbots can immensely help automotive brands by reaching a great number of potential customers through their preferred channel of communication. In turn, this also helps the brand to become present across a number of online platforms such as Facebook.

  2. 100% effectiveness - chatbots can solve customer problems, answer their questions and requests more effectively and efficiently by automatically generating answers. This increases customer satisfaction and improves their chances of actually making a purchase.
  3. 24/7 service - chatbots are always on, delivering a customer-first and meaningful experience, exceeding their expectations but more importantly, allowing the customers to take control over their car buying process according to their own desires and needs.

More and more auto dealerships are looking for the best ways to invest in innovative technology to win more customers over and AI and chatbot technology shouldn't be overlooked. This goes without saying, especially today when customers are looking for more personalized and meaningful experiences.

Views: 160

Tags: Business, Customer, Experience, Tech


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