A CAR sales company has adopted a web chat system in order to communicate better with its customers and keep track of feedback and inquiries.
Parkway Motor Group, which sells new and used Volkswagen vehicles, has installed software by Node4, which enables the company to monitor all of its customer communication, including calls and emails, through a single system.
The communication system was in place for the launch of the company’s new website, which will enables its employees to chat online with customers on the issues which concern them.
A key aim of the system is to increase customer services by enabling agents at the company’s contact centre to have ‘at-a-glance information’ of call volumes and inquiries.
This will help the business to chars the busy and quiet periods throughout the day, helping them to better plan tasks and assign members to areas in need of attention.
“More people now want to be contacted via email but we were at a stage where we had no means of monitoring how many emails we were getting each day,” said Sean Booth, managing director of Parkway Motor Group.
“At the same time, we were receiving requests from our customers to add web chat to the ways they could get in touch with us.
“This new solution that we are installing will tackle both of these requirements and enable us to service our customers much more efficiently as a result.”
Booth says Parkway is planning on incorporating social media channels into its platform and that investment in IT was essential for the company’s future.
“Many motor trade businesses still tend to think of IT as a cost,” added Booth.
“This is a mistake. It is an investment, because there is always a return, whether that’s actually saving money, or the less tangible benefits of customer satisfaction, and of making your business look more professional.”
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