By: Kellen Crow, Brand & Communications Manager | 4/26/2023 |
Having a customer service team that’s passionate, knowledgeable, and helpful can be the difference between a successful purchase and a lost opportunity.
At Percepta, we specialize in creating customer loyalty across the globe by delivering first-class service across multiple channels, languages, and markets. Recently, we developed a customer concierge solution for a premium automotive client in the United States.
The team is available 24/7 to help potential customers with whatever they need. Whether it’s scheduling a test drive or helping to resolve a concern, our concierge agents are there to lend a helping hand. In order to deliver a premium service, agents focus on the quality of each call or chat and not on the duration of each. Our agents also host only one chat at a time to ensure that customers get the attention they deserve.
The concierge team also acts as brand advocates, passionate about the products our clients provide. We recruit from outside the automotive industry to bring in employees with a premium brand, retail, or hospitality experience.
The ongoing success of the concierge team is twofold. On average, the team contributes around $2M in sales each month, with roughly 600 inquiries a month. However, more importantly, their work allows them to build long-term relationships with customers.
We had a gentleman call from Hawaii whose dad is a current customer living here in the States. His dad was having some concerns with his vehicle and our concierge agents were there to reach out and offer assistance. After the resolution, we sent a note signed by 20 of our concierge team members, and the son promised when he moves back to the States, he is buying one of our vehicles!
At Percepta, we understand that customer service is the foundation of a successful business. We strive to provide a customer experience that’s passionate, knowledgeable, and helpful – one that leads to long-term relationships and loyalty to the brand.
Click here to download our case study on Concierge & Inquiries Management