Overview
A leading global automaker partnered with LiveSalesman to manage customer interactions across multiple communication channels, including phone calls, live chats, emails, WhatsApp, Facebook, Twitter, and other social media platforms.
Scope of Services
LiveSalesman handles several lines of business for the automaker in multiple countries and languages, leveraging native-speaking agents for personalized customer experiences.
Key Responsibilities
- Customer Information Center
- Addressing customer inquiries about car models, features, dealership locations, availability, service networks, service packages, and warranty information.
- Lead Generation, Qualification, and Follow-up
- Generating and qualifying sales leads and ensuring timely follow-up to boost sales conversion rates.
- Complaint and Escalation Handling
- Managing customer complaints with a focus on complete and timely resolution by collaborating with internal teams such as product quality, dealerships, and service centers.
- Upsell / Cross-sell Services
- Promoting value-added services such as insurance, extended warranties, and service packages to maximize customer lifetime value.
- Surveys and Feedback Collection
- Conducting customer satisfaction surveys and gathering feedback to drive continuous improvement.
- Outbound WhatsApp Communication
- Sending targeted messages about new offers, promotions, service reminders, and extended warranty notifications.
Operational Excellence
Over the past five years, LiveSalesman has adopted innovative strategies to manage growing query volumes while maintaining cost efficiency. The service operates 24/7 in several languages, ensuring seamless support across all customer touchpoints.
Conclusion
By partnering with LiveSalesman, the automaker has enhanced its customer engagement through consistent, multilingual, and omnichannel support. This collaboration continues to drive customer satisfaction, strengthen brand loyalty, and optimize operational costs.
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