FAQ

Do you work with any scheduling tools?

Yes. Although we have the most extensive experience with XTime and MyKaarma, we can work with any platform your dealership uses. Our goal is to make the scheduling process as seamless as possible, so we're always open to adapting our techniques to work with your preferred system.

How many people will be answering calls for our dealership?

Providing your customers with a consistent and personalized experience is essential to preventing defection, so we assign a pod of 8-12 agents to each dealership. Each pod is responsible for only a maximum of 10 dealerships. This means your dealership will have a set of dedicated agents handling your calls. By working in pods, the agents become intimately familiar with your dealership's unique processes, "dos and don'ts," customer base, and team, allowing them to address the needs and concerns of customers more effectively.

How do we access the calls and caller details?

Our user-friendly online platform allows you to easily access calls and caller details to manage customer interactions and improve overall service quality. You can quickly locate and review call recordings, transcripts, and caller details with just a few clicks. So whether you're looking to review a specific call, monitor performance metrics, or identify areas for improvement, our platform makes it simple to access the information you need.

How often do we transfer a call back to the dealership?

Providing seamless customer service experiences promotes retention, so we do our best to minimize the number of times a call is transferred back to the dealership when a customer's issue is not fully resolved during the initial call. We limit these encounters, known as “boomerangs,” to as few as possible by offering comprehensive dealer intake forms. These provide all the necessary information to effectively handle every call – from the first ring to hang up.

How do you communicate with the dealership staff to ensure timely and accurate information?

The primary communication method between our agents and your dealership staff is through the Slack platform. Slack is a cloud-based instant messaging and collaboration tool designed for teams to communicate and share files. Because messages and information can be shared in real-time, it’s easy for your staff and our agents to coordinate and respond to customer inquiries and requests promptly.

What is a Connected Call?

We use the term "connected call" to describe a phone call that has been successfully answered by one of our agents and is actively being handled.

A connected call represents a critical moment in our customer service process. As the first touchpoint, it's an opportunity for our agents to connect with your dealership's customers, build trust and rapport, and ultimately provide a high-quality service experience. To ensure that every connected call is handled effectively, we provide our agents with comprehensive training and support, including access to detailed information about your dealership's products, services, and team, as well as best practices and strategies for managing customer interactions. Our agents are also equipped to handle a wide range of customer inquiries and issues, from scheduling appointments and answering basic questions to resolving more complex concerns and complaints.

Can we listen to the calls?

Yes. We understand the importance of transparency and accountability when it comes to handling customer interactions. That's why we provide your dealership with the ability to listen to live calls and access call recordings and transcripts through our online platform. This feature allows your service advisors to monitor the quality of the calls and ensure that their customers are receiving the best possible service. It also allows you to identify areas in which additional training is required to improve customer service skills.

How often should we communicate with our team leader?

We value open and honest communication with our clients, so you’ll have direct access to a team leader through multiple channels whenever you need it. To keep you updated, we hold regular meetings at least once a month to discuss your dealership's progress in terms of connectivity, appointments set, and any upcoming changes. We are also always available to address any concerns or questions that may arise.

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