3 Common Challenges Call Tracking Could Solve for Your Dealership

April 23, 2024

In the competitive automotive retail landscape, where quick and efficient communication with customers is pivotal, phone ups are often viewed as the best lead source, second only to fresh ups. However, effectively managing phone interactions can be complex and demanding, often resulting in common mistakes that hinder dealership performance. Explore the potential pitfalls that could be holding your dealership back and how call tracking can positively benefit the way you communicate with your customers.

1 Misjudging Customer’s Sentiment

Understanding customers’ emotions and disposition over the phone can be difficult, especially without face-to-face interaction. Misjudging a customer’s sentiment could negatively affect a dealership, leading to customer confusion and dissatisfaction, and missed business opportunities.

However, with AI-powered sentiment detection at their disposal, dealerships can effortlessly glean valuable insights into their customer’s feelings after the call concludes. By analyzing tone, cadence, and volume in conversations, sentiment detection can quickly review calls for dissatisfied or upset customers and notify a manager that they might need to act and resolve any issues. This strategy empowers dealerships to proactively address customers with less satisfactory experiences and will create strong client relationships going forward.

2 Not Properly Directing Calls

The average customer calling into your dealership is only willing to wait on hold for thirty seconds before hanging up. Not having a phone bridge to easily direct your incoming customers to an available associate can result in missed opportunities, extended hold times, and frustrated customers.

Most call tracking providers offer customized phone bridges which will automatically greet and direct callers to the appropriate department or individual that can help them. By incorporating this technology, you can improve connection rates by up to 20%, ensuring potential customers do not become stranded and reducing wait times.1 By leveraging a phone bridge, dealerships can optimize their customer experience and improve overall call performance.

3 Lack of Tracked Sources

Determining which advertising and marketing channels are generating the most leads can be a confusing process. Without tracking your sources with tracking lines, dealerships may struggle to attribute inbound calls accurately, leading to inaccurate reporting and misplacement of limited marketing funds.

Tracked lines offer a solution by assigning unique phone numbers to different marketing channels, facilitating immediate attribution of inbound calls. By actively monitoring and analyzing the data generated by tracked lines, dealerships can set benchmarks, establish goals, and continually improve the success of their marketing efforts. Tracking lines further support dealerships in gaining insights into long-term customer behavior and trends, ensuring a competitive edge.

Call tracking presents a significant opportunity for dealerships to sidestep common errors, enhance their sales strategies, and improve the overall customer experience. With unique solutions like AI-powered sentiment detection, customized phone bridges, and properly placed tracking lines, dealerships can confidently navigate the complexities of phone interactions. This guarantees every customer interaction is managed proficiently and contributes to the dealership’s total success.

To learn more about these features and how to take your dealership to the next level with call tracking, click HERE!

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