Anthony Giagnacovo is the CEO of CallRevu, a call tracking and monitoring technology designed to provide car dealerships nationwide with a clearer perspective of their phone operations. Ultimately, this knowledge enables dealerships to interact with prospective clients and sell more vehicles.

In this show episode, Anthony discusses how a new sentiment metric is used to evaluate phone calls. By monitoring customer phone calls and teaching robots to recognize "how you say it," companies can better cater to their client's wants and needs. A customer experience is delivered alongside the usage of data to improve the customer's journey.

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What we discuss in this episode:

Giagnacovo begins the conversation by sharing The importance of Customer Service in the Automotive industry and how he thinks service is becoming such an essential aspect of the auto business. An example statement is, "A satisfied service customer is a strong potential new customer to buy cars or come back and buy a new car in the future."

When it comes to running an automotive dealership, several statements of truth apply: one of them being each Call Has The Potential To Serve A Customer, Book An Appointment, Sell Parts, Upsell A Promotion And Enhance A Customer's Loyalty.

With a monthly rise in service calls, more than 42 per cent still need to be answered because they are either ignored or sent to voice mail. This reveals the need to track, manage, and document each call to guarantee the quality of service your clients expect. If you don't, your clients will quickly figure out that you aren't the only option in town. They'll start patronizing your rivals down the street, leaving you with lost sales and possibly negative Customer Satisfaction Index (CSI) ratings despite your advertising efforts.

This calls for the question, "what could be done to manage this influx of service calls?" The simple answer is integrating a communication intelligence platform that enables call management for the whole dealership, including sales, service, marketing, and online retail.

CallRevu knows that a typical dealership tracks more than 500 calls per month to the Service department. Keeping up with and managing this many calls can be a huge hassle. Inevitably, some calls will not make it through. For this reason, you should think about investing in a CI system that not only aids in the tracking, routing, and monitoring of calls but also makes use of cutting-edge artificial intelligence (AI) and automotive call experts to record the entire call experience for the customer, including a summary and transcription, and to recognize keywords and sentiments so that you are notified via mobile device within minutes of a call being received. Automobile dealers may determine which clients they are missing by utilizing contemporary analytics. These consumers, he claims, are significant since they are not entering the dealership.

Receiving automated mobile alerts will enable your team to act quickly and respond to your customers' inquiries, so they feel valued and appreciated.

Listen to the episode featuring Anthony Giagnacovo for even more insights!

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Thanks, Anthony Giagnacovo

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