Customer Interaction Archives | Outsell
As one of the most rapidly growing automotive brands for social media presence, Nissan sees the increased use of Facebook from its customers for sending complaints and praise as a sign of the times. AutoTrader and Automotive News reported on the shift Nissan has been experiencing from questions posed to their 1-800 number to their Facebook page. The widespread growth in consumer reviews moving to social media rather than just specific review sites may be part of the issue, but regardless of customer motivation, as Facebook use grows, call centers may shrink in favor of larger social media teams.
"People are less inclined to pick up a telephone and call you for information. They don't want to wait. They don't want to be told that an operator will be with you shortly," said Erich Marx, Nissan's director of marketing communications, responsible for social media. "They just want to send you an e-mail. Or they send you a text, or they post something on Facebook." READ MORE
This revolution of social media for customer interaction and customer service, as well as reputation management, is why many brands are turning to software solutions to help manage their customer service needs on these broader levels. All Facebook offers some advice for increasing success with Facebook customer service. For instance, always reply, whether to thank praises or resolve complaints. Always respond to customers on your own page rather than theirs. Monitor your page regularly, as the attention you give customers on social media should be equal to what you give calls and emails. And be sure to add some personality to your responses so that customers understand they are dealing with a person and not an automated response. Facebook and other social media sites could very well replace or at least highly compete with the amount of calls coming into call centers for customer service. Are you ready with your social media team?

Off to a Great New Season!

With another season of Outsell soccer underway, facilitating company spirit in the off-hours, an update is needed for this new Outsell team. After a fun and successful season for our male squad, put together by Customer Interaction Specialist, Andres Perez, that season has ended and the Monday night coed season has begun.

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January 24, 2011

5 Dealership Website Tips

David Brooks, Customer Interaction Specialist

David Brooks, Customer Interaction Specialist at Outsell, has some advice for dealers to improve their interactions with customers online.

You can also watch this video on the Outsell YouTube Channel as well as our previous tips video for Holiday Sales.

January 10, 2011

A Better Website for 2011

As Seen in the Chat Room

As we kick off the new year, looking back on ways to improve sales tactics and marketing techniques is a number one priority for most company brands. One obvious area any company should look at is their website, especially for dealerships when online research is becoming a more frequently used customer tool.

The Montreal Gazette had a helpful article on rebooting digital marketing tactics, listing several tips on what to ask yourself this year as you prepare for 2011, including:

Does your website suck? There has been such a focus on social media that many business websites look tired, out-of-date and lack the functionality consumers expect. It might be time for a refresh or an overhaul of your website.

Everything starts with the website once a customer decides to check out a dealership online before heading to the store. The Outsell Live Chat Center gets feedback on hundreds of dealership websites daily. There are several common complaints and expectations our chatters receive when dealing with consumers online.

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October 25, 2010

As Seen in the Chat Room

Consumer Trends in the Chat Center

As a leading automotive digital marketing services firm, the hub of activity at Outsell is in the Chat Center dealing directly with our dealerships’ customers.

Some of the trends over the past year have been typical, such as customers looking to confirm availability on certain models, especially new models, and to get the best deal on pricing. The third most common question coming into chat is whether or not the dealership will assist a customer with poor or no credit, and if so, what types of programs are offered.

“Even if customers are doubtful they will receive help due to a poor financial situation, those chatters are the most likely to offer their information as potential leads in hopes of whatever assistance might be given,” said Customer Interaction Specialist, Sarah Tyler. Many people new to the Chat Center find this trend odd, but it is becoming a more and more common occurrence.

Economic times may still be difficult for many consumers, but financial lenders are finding other ways to assist with bad credit car loans. A recent article by Free Press Release Distribution said:

“With bad credit car loans, the financial lenders would not [always] evaluate the credit status of borrowers. However, the lenders might demand a collateral for the money offered as loan. This is a good way to secure the loan as the newly bought car itself can act as collateral.”

-Is Finding a Bad Credit Car Loan a Tedious Task

Customers consistently enter chat in the hopes that something similar can be worked out for them, and that they can avoid the usual large down payment or substantial APR associated with a bad credit car loan.

General Motors’ recent acquisition of the Texas-based subprime lender AmeriCredit on September 30th, now known as GM Financial as of October 1st, may make it even easier for some financially strapped car buyers to qualify for the loans they need.

GM’s chief financial officer, Chris Liddell, explained that:

“With AmeriCredit providing us niche capabilities in leasing and non-prime financing, along with the continued strong support of Ally Financial and others for prime retail and dealer financing, we’ve set up a very competitive solution for our financing needs…”

-GM Financial Good News for Bad Credit Auto Loan Customers

The automotive market may not be as closed to customers with poor credit as once believed, and Outsell anticipates that customers seeking bad credit car loan assistance will continue to be a large presence in our daily chats.