This week's episode features guest Brian Pasch, founder of PCG Companies and the newly formed Automotive Standards Council. In this episode Brian shares his thoughts on the current state of the industry and the role that digital voice assistants can play in improving customer service and reducing operating costs.
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What we discuss in this episode:
Key takeaway points from the episode:
One solution to these challenges is the use of digital voice assistants, which can take on repetitive or monotonous tasks and free up employees to focus on more valuable tasks. Brian also discusses his recent research report on the topic, including the importance of analyzing call volume by hour and the benefits of using Google My Business as a way for customers to find dealership phone numbers.
The company Proactive Dealer Solutions and its DVA product, Brooke.ai, were specifically mentioned as a solution for dealerships looking to implement a DVA. Digital voice assistants (DVAs) are increasingly becoming a popular solution for car dealerships looking to improve their customer service. These artificial intelligence-powered systems can handle repetitive tasks and provide quick responses to customer inquiries, freeing up staff to focus on more complex tasks.
Brooke.ai, has seen significant success with its DVA system, which has helped dealerships boost their appointment bookings by 30-50%. The system is particularly useful in metropolitan areas, where competition is fierce and customers may turn to a different dealership if they can't get through on the phone.
Proactive Dealer Solutions has also found that combining its DVA system with its own outsource call center allows dealerships to get the best of both worlds. The DVA can handle the easy tasks and free up staff to focus on higher value tasks, such as making outbound calls and reaching out to lapsed customers.
Dealerships have also found that DVAs can be particularly helpful during off-hours, when staff may not be available to answer the phone. This ensures that customers can still get the information they need, even if it's outside of normal business hours.
Overall, the use of DVAs in the automotive industry is a trend that looks set to continue, as dealerships look for ways to reduce costs and improve the customer experience. With the right system in place, DVAs can be a valuable asset for any dealership looking to take its customer service to the next level.
If you're a dealer or fixed ops director looking to improve your performance in the automotive industry, this is an episode you don't want to miss. Tune in for a thought-provoking conversation on how to level up your game in the automotive industry.
Listen to the episode featuring Brian Pasch for even more insights!
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