Customer service is the cornerstone of success in the auto sector. To build lasting bonds with customers, businesses must give their best shot across all contact points to make each experience feel personal and seamless. Thankfully, business transcripts can help make this possible as they open up more avenues for improving customer service in the automotive industry.
However, transcripts aren’t all there is for automotive businesses wanting to improve customer relationships. Auto companies have plenty of chances to connect with customers and make a great impression. Most importantly, utilizing modern tech and proven industry practices can elevate their customer service to new heights.
In this article, you’ll learn how:
- Automotive customer service reps need to be well-versed in the ins and outs of various models and their high-tech features.
- Premium car shoppers check out an average of 8.9 touch points during their buying journey, with 5.5 of those happening online.
- Customer demands for online experiences from car manufacturers have jumped from 47% to 62% in just three years.
Why Improve Customer Service in The Automotive Industry?
Auto industry giants like Ford and GM know that building lasting customer relationships is one of the main ingredients to their success. This is especially true as buying a car is often a big-ticket purchase. Car buyers need ongoing support throughout their vehicle’s lifespan. This is one of the many factors that sets the auto industry apart from others where transactions might be short.
Auto customer service reps must be walking car encyclopedias—well-versed in the various models’ ins and outs and high-tech features. Customer service in the auto world means keeping customers happy during the sale and delivering after-sales support to keep them coming back for more. Otherwise, they’ll switch to competitors faster than the fastest cars the auto company has ever created.
Common Customer Service Channels in Automotive Business
The most common mediums auto companies use to support their customers are listed below.
| Channels | Description |
| Dealership Network | Physical locations for sales, service, and support. |
| Contact Centers | Dedicated phone lines for inquiries and assistance. |
| Online Portals | Web platforms for information, scheduling, and chat support. |
| Mobile Applications | Apps for accessing services and vehicle information on the go. |
| Social Media | Engagement, updates, and inquiries via platforms like Facebook and Twitter. |
| Email Support | Email channels for submitting inquiries and concerns. |
| Self-Service Portals | Online resources for FAQs, troubleshooting, and instructional content. |
| Live Chat | Real-time text-based support on websites and mobile apps. |
| Roadside Assistance | Phone lines and app features for emergency assistance on the road. |
Ways to Enhance Customer Service in The Automotive Industry
There are endless ways for auto companies to improve customer service levels to new heights. Below are some of the most effective ones.
Embrace Digital Channels for Customer Journey
When people hunt for a new set of wheels, they’re more than ever on the internet researching the car or the company before making a huge purchase. According to studies, premium car shoppers score an average of 8.9 touch points during their buying journey, and 5.5 of those happen online. On average, people spend 7 months getting the finer details of their dream ride before even setting foot in a showroom.
However, company websites need to be cutting-edge to make a name online. They should have all the information people need, plus options to easily book test drives, service appointments, showroom visits, virtual tours, etc.
Another study revealed that customer demands for online experiences from car manufacturers have jumped from 47% to 62% in just three years. In other words, digital channels are becoming non-negotiable in the automotive world.
Craft Targeted CSAT Surveys and Delivered via Optimal Channels
When creating surveys that get results, one thing to remember is to ask unbiased questions focusing on different parts of the customer experience. Questions should include how their vehicle performs, what they thought of the dealership service, how smooth the buying process was, etc.
Throwing in some open-ended questions is better since you’re essentially giving customers a chance to share their thoughts and potentially drop some valuable nuggets of wisdom for improving things. Timing is everything when sending out surveys, so contacting customers through email, text, or phone right after interacting with the dealership is an excellent place to start.
Integrate Real-Time Customer Satisfaction Monitoring for Prompt Response
Closed-loop CSAT tools are the best when tackling customer concerns head-on, and they are also very applicable in the auto industry.
Here’s how they work: If a customer responds with a DSAT (dissatisfied), these tools will create a ticket and assign it to a representative ready to solve the problem ASAP. They can even escalate the issue to ensure nothing falls through the cracks.
These tools also have smart text analytics that can spot the biggest trends stemming from a ton of feedback in seconds. With this kind of data, companies can make smart moves to close the gap between customer expectations and what they experience.
Nurture Lasting Customer Loyalty in the Automotive Space
Closely listening to what customers say about their experience—be it negative or positive—and using that feedback to improve future interactions shows that a company is all-in on delivering top-tier service.
Vehicle customer feedback tools can be very useful in managing and analyzing data, which then helps car businesses create personalized experiences that make customers feel truly appreciated.
A quick follow-up with a simple “How’s our car treating you?” shows genuine care and lets you tackle any issues immediately.
Asking for reviews is another great way to encourage customers to share their experiences, and adding special occasion wishes for birthdays or anniversaries is a nice personal touch.
Extract Value from Meeting Transcripts and Buyer Conversations
Here’s a tip that isn’t known to many: human-generated transcripts from business meetings and high-stakes calls are an absolute gold mine of customer data that can transform how businesses, including auto companies, keep their customers happy.
These meticulously documented conversations capture the authentic voice of the customer, revealing their genuine concerns or expectations. Having these transcripts allows auto companies to develop a wider understanding of their target audience, allowing them to fine-tune their services to meet and exceed customer needs.
Why Choose Ditto?
The best way to get transcripts for auto businesses is to enlist the help of a reputable, human-powered, U.S.-based business transcription service provider like Ditto.
Some might think that’s a big claim since AI is improving constantly, and offshore providers are often dirt-cheap. However, it’s essential to look at the issue from every side. And let me tell you, every side tells the same story. Let’s talk about it here.
Contextual Understanding
Communication is a messy, messy subject. Despite the relatively advanced state of linguistics these days, it is possible—nay, extremely probable—for humans to misunderstand each other. Please refer to your nearest on-again, off-again relationship for a specific example.
The point is that native speakers usually develop an almost instinctive grasp of language yet still have difficulty communicating efficiently. What more if you throw a non-native speaker or a large language model into the mix?
Non-native transcriptionists will miss important contextual details like implied sarcasm or upfront irony. This can lead to misunderstanding the video or audio content they are transcribing, leading to potential errors.
Similarly, AI works by transcribing what it thinks it hears. It has no concept of context and will just as easily write “there” instead of “their.” Despite all the hype, AI tools cannot transcribe as accurately as humans.
Working with U.S.-based human transcriptionists allows you to sidestep both issues, ensuring accuracy and better service quality.
Ability To Understand Ambiguous Speech And Unfamiliar Accent
Non-standard accents are to be expected when transcribing any video and audio content. Non-native speakers and natural language processing software will have difficulty handling such cases if they’re unfamiliar. Or, in AI’s case, if it’s not trained with the accent.
Experienced transcriptionists will be exposed to different accents throughout their careers. This helps them understand and transcribe audio and video content accurately.
Furthermore, transcribers can also use context to generate transcripts faster. The best example is a human’s innate ability to guess the next words a speaker would say based on the subject matter and what is being said.
With professional U.S.-based transcriptionists like the ones who work with us here at Ditto Transcripts, this skill is dialed up to ten, making them faster and more efficient.
Specialized Knowledge
Business meetings in the automotive world can cover various topics and ideas. Further, some automotive and financial terms may sound like Greek to the uninitiated, which is not ideal for transcriptionists.
Using transcription services with proven experience across industries can ensure that accuracy will be maintained despite the diverse topics your recordings may involve.
Privacy, Security, And Discretion
Here in the U.S., we have government agencies and regulations like HIPAA and CJIS to ensure confidential data is kept confidential.
That might not be the case in other countries, as the issue of data security is different worldwide.
And don’t get me started on AI. These platforms are practically gold mines for information hackers. They’re susceptible to social engineering attacks, data poisoning, model inversions, and lateral bypasses through support systems.
Your best bet is to enlist the help of a secure transcription provider. Ditto, for example, is FINRA, HIPAA- and CJIS-compliant. That means we provide high-security measures lightyears beyond your typical birth year password and dog’s name combo.
Improve Customer Service in the Automotive Industry With Ditto
The truth is, anyone with a computer and headphones can offer business transcription. However, not everyone can provide accurate and high-quality transcription as we do.
With Ditto, you know you’re working with professional transcriptionists who understand the English language better than most. All our services come with our 99% accuracy guarantee and, naturally, the best customer service in the industry. Contact us today and see the difference.
Ditto Transcripts is a FINRA, HIPAA, and CJIS-compliant Denver, Colorado-based transcription services company that provides fast, accurate, and affordable transcripts for individuals and companies of all sizes. Call (720) 287-3710 today for a free quote, and ask about our free five-day trial.
