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Zenith Dealer Solutions Blog

CallerCX R5 Strategy

Boat dealerships deploying the R5 strategy to ensure a great caller experience understand that you have to operate in an omni channel environment. We work in an always-on world where there is no “call or text us” offering. We all call and text and any limits we try to place on these options erodes the customer’s experience. The R5 strategy works not because of today’s great communication technologies but because of dealers’ commitments to transferring knowledge from your business to your customers in the most enjoyable and efficient manner possible.  Your commitment to your customer communications drives your success.

Topics: Phone Metrics listen Caller Experience Phone Calls PhonePerformance phone trees

For Service...Press 1. For Sales...Press 2

A marine dealership’s IVR (Interactive Voice Response) is typically the first point of contact to route callers to a representative who can help them. An IVR is essentially the welcome mat for callers and should function as a concierge to the customer experience. Unfortunately, the IVR routing process isn't always ideal and we hear a fair number of IVRs that function more as a “No one's home” mat, than a welcome mat.

We hear common fail points such as, callers faced with eight-option phone trees, full voicemail boxes, long hold times and no one  to help. This contrast in experience makes humanoids pale in comparison to the advanced technology available in our everyday lives and sinks our wired customer’s expectations in the process.

Consider the last time you audited your store's IVR. Is calling your dealership a hassle to callers? Does your IVR make customers jump through hoops? If so, your store is likely to have a high volume of calls being abandoned by callers moving on to a competitor in search of a better first impression and experience.

Twilio’s recent Customer Communications Report found that after a poor communication experience, 38% of customers will switch to a competitor or cancel services, 66% will tell a friend about their experience, and 41% will stop doing business with the company altogether.

Legacy IVR systems make it difficult to meet the demands of evolving customer expectations. This is happening for several reasons: 

Topics: Caller Experience interactive voice response ivr phone trees