Are Customer Calls the Driving Force Behind your Automotive Business?

In the booming automotive industry, it’s essential to stay ahead of the game, and provide superior service for every customer.

In order to achieve this, you need to ensure every component of your business is designed to boost lead and sales generation. 

One of the most crucial components in this case is customer phone calls.

Every aspect of customer phone calls, from the number you receive to the quality of your communication during the call, plays a significant role in the overall development of your business.

You want to make sure your business is managing and evolving your customer calls in the most effective way possible. 

The best way of doing this – call tracking software.

In this article, you’ll learn what call tracking is, as well as why you need call tracking for your automotive business, to drive your sales to new heights.

automotive business

What is call tracking software?

Call tracking software is a tool which provides in-depth data on all your customer calls. It’s the most efficient way of monitoring, analysing, and managing every aspect of customer communication in your business. 

Call tracking insights will help you build a detailed customer journey map, highlighting all touchpoints your customers visit before, during, and after they make a call. 

As a result, you will see the main touchpoints and sources your customers are choosing to engage with. 

For instance, you might find customers are highly interested in the quality of your cars, and engage most with marketing sources or web pages displaying the superior specifications of your vehicles. 

The software can also reveal whether these touchpoints are most likely to lead customers to a call.

Also, speech analytics is a feature you can incorporate in your call tracking, which will record and transcribe every phone call, and pick up all the relevant keywords spoken in the conversation. This is perfect for thorough analysis of each customer phone call.

How customer calls can drive your automotive business sales?

  • Increasing leads and conversions

Phone calls are essential for increasing your sales conversions, and call tracking can significantly aid this process.

The software insights will show you the specific touchpoints which are funnelling customers through to a phone call. This can highlight exactly what customers will be needing or enquiring about when they make a call.

For example, if many customers are calling from touchpoints focused on your competitive prices, you’ll know this is a key factor in persuading the customer to make a sale. 

As a result, you’ll have a head start on what to include in your conversation to magnify the customer’s need for your product – focusing on the key aspect which initially hooked them.

With call tracking aiding in the efficiency of your phone calls, you’ll see a greater increase in sales conversions from every customer call.

  • Refining the customer experience

Call tracking software can also help you perfect the quality of your phone conversations, and this is pivotal for increasing sales.

So often, customers can end a phone call without a sale, due to the quality of the call being unsatisfactory.

With speech analytics, you can accurately assess every aspect of your phone conversations, including the reasons why the customer called, how they were engaged throughout, and how the call ended.

When you can analyse and identify the weaker areas in your calls, you can make the appropriate steps to refine these aspects. 

As a result, your customers will have a much better experience, and thus, have a higher chance of converting to a sale.

  • Maintaining trusting relationships

Trusting relationships are key to business growth, and phone calls offer one of the best ways of achieving them.

When your business is offering reliable, efficient, and high-quality communication – which can be achieved with call tracking (mentioned above) – your customers will have every confidence in your professional and expert ability.

This will help them feel valued, and build the best foundation of trust and reliance on your business.

When this is the case, these customers will not only likely return, but also convince others to do the same by informing them of your highly-regarded reputation.

If your goal is to drive your automotive business sales and continue to be a well-established company in your industry, then phone calls are the way to go – more importantly, call tracking is the best way to ensure every call is designed to work towards this business goal.

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