Customers Want People Answering Phones at Dealerships

By Staff Writer November 26, 2018

Marchex. a provider of call analytics that drive, measure, and convert callers into customers, released a new report that llustrates the importance of phone calls in the sales and service strategy.

Between 2017 and 2018, the number of new sales opportunities from calls increased more than 50 percent. The number of appointments rose more than 30 percent, and the number of soft commitments to visit a dealer nearly doubled.

Automated attendant systems, like interactive voice response systems or voicemail services, drive customers away. In 2018, dealerships reduced the use of, or streamlined, these systems, resulting in more conversations at the dealership.

Even so, caller abandons while navigating automated systems comprise more than half of all failed calls, and nearly 10 percent of calls overall to a dealership.

Phone shoppers purchasing cars 28 percent of the time over shoppers who connect over email who convert only 7 percent of the time.

Last modified on Monday, 26 November 2018 15:18

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