The Automotive industry is facing exciting times. The development of electric and autonomous vehicles and the rise of connected car technology is driving unprecedented change. In this dynamic environment, Majorel helps to deliver a premium experience across the entire customer journey.
Is the writing on the wall for traditional car dealerships?
The rise of digital continues to disrupt many industries – and the automotive sector isn’t immune. So let your imagination skip to the perhaps not-so-distant future. To a place where cars are only available online, and not available at physical showrooms. In fact, the entire customer journey is digital, and customers purchase or lease through an end-to-end self-service process.
From media activation to routine maintenance – all online
Customers complete the entire process in the comfort of their own surroundings, no matter what the time of day it is or where they are, through their preferred digital channel – voice-in-car, mobile, tablet, desktop, home entertainment system, or by another means yet to be developed.
To make this a reality, customers would be supported throughout the entire customer journey by an expert digital team – the ‘human touch’ – augmented with technology, who support all of the key customer touchpoints. The entire customer journey could be considered in this way – from media activation through to hand-over of the vehicle and ongoing brand loyalty.
All of the usual documentation for the order and vehicle registration would be digital and a post-delivery follow up, support to set up connected services and booking the vehicle in for its routine maintenance would all be done online.
Expert support when customers need it – the personal touch
To drive this vision, the support team would have specific skillsets to deliver a best-in-class service for each step of the customer journey. For example, digital sales agents would be highly skilled and trained sales specialists. And, with the right permissions, they’d offer financial and debit adjustment advice if discussing a customer’s current vehicle, or the way they would like to pay / fund their new vehicle.
The same approach could be applied via the marketing team to ensure the right traffic is being driven to digital platforms and to maximize proactive Social opportunities within communities and personal conversations.
The Digital Dealership – a world-class customer experience
To make the customer experience truly unique and personal, the sales team would be able to share with customers a “real showroom” (but digital!) to showcase the vehicle through the use of video technology and virtual reality.
While this scenario might sound like the future, Majorel is able to support all these services today.
Differentiating your service can be tough but it’s amazing how a friendly face can go a long way to establishing brand loyalty, with personal, individual advice through our live stream video chat solutions
While a picture paints a thousand words, a video is even more valuable in customer services. Our personalized video service integrates customer-specific data that delivers better understanding, a reduction in customer queries and increased customer satisfaction
Professional customer service on social media brings economic benefits and increased sales. This is shown by a number of studies. In 2017, however, automotive brands reduced their activities on Facebook and other sites — despite a growing online community. We suggest ten ways in which automotive brands can give their customer service a boost.
A comprehensive, 360-degree view of the customer can benefit automotive companies in many ways. But how can companies properly arrive at this comprehensive view? A new white paper answers these questions
The new EU directive for regulation of payment services and payment service providers PSD 2 (Payment Service Directive 2) will take effect on September 14th. The objective of these new regulations is to make online payment transactions even more secure and to increase customer protection. The new digital account change assistant from Majorel offers an opportunity to electronically request changes to customers accounts directly from online banking and simplifies the process via virtual assistance.
Luxembourg, 1 August 2019 Majorel, a leading customer experience and BPO provider for some of the world’s most respected brands, today announced the appointment of Shyan Mukerjee as the company’s new Chief Digital and Transformation Officer. New Position Will Support Clients in Accelerating Digital Transformation at a Global Scale…