Do you know what is taking place on the phone calls coming in to your dealership?
Gartner says that more than 420 billion words are spoken on phone calls between businesses and customers/prospects every day. Those words contain buyer sentiment, customer intelligence, sales performance data, close rate, conversion data and a host of additional information.
And until we launched Conversation Analytics, NONE of these words were being analyzed. The incredible data behind the sales conversation simply vanished once the call ended, which meant that sales and marketing professionals were relying on a partial view of a complex process.
We launched Conversation Analytics to analyze these 420 billion words.
This sophisticated speech recognition technology is paired with thousands of proprietary algorithms to analyze the content of each call. Conversation Analytics analyzes phone interactions in near real-time.
Access to this type of data gives you the ability to examine the sales conversation at an unprecedented level.
In addition to gaining access to sales data, Conversation Analytics is also being used by dealerships to analyze the call activity in their service centers.
The auto dealership service centre is a significant aspect of bringing in additional business and turning a one-time deal into a lifelong relationship.
The best car salesman knows that their success is tied to maintaining relationships with a customer once they drive off with their new purchase. They understand the power of cultivating an ongoing exchange with consumers that have a network of connections. They know that it won’t be long before a car buyer is looking to upgrade their vehicle to the latest model or to switch it out for one that will accommodate their newest family member.
Monitoring the phone calls coming into your service centre can help you keep an eye on the entire scope of the sales and maintenance operations within your dealership.
According to the latest research from BIA/Kelsey, calls to businesses from smartphones are estimated to reach 162 billion by 2019.
In order to make full use of the calls that your marketing is generating, it is essential to understand the quality of these leads.
Conversation Analytics provides high-level metrics by extracting data directly from the words, phrases and context of each phone call. This is where automated campaign scoring takes the stage.
Conversation Analytics can score campaigns based on things the caller actually said during the call. For example, if someone called your dealership to make an appointment to test drive a car they would have a higher lead score than someone who called to inquire about leasing price estimates.
That’s just one example, but imagine being able to actually score calls for quality AUTOMATICALLY. By extracting valuable metrics you will be able to access a host of information that can be used to gauge the effectiveness of your campaigns.
Discover exactly how to use Conversation Analytics to drive more sales to your dealership in the free white paper:
Automated Call Scoring: How Many Sales Are You Missing This Month?