OEMs: Poor Customer Service Comes At A Cost, Switch To Digital Transformation
Everyone is aware about the frustration that makes people dread contacting customer service. And those frustrations carry a big cost for company. Just assume for a second, that you are consumer and you got poor customer service from your car dealer. Will you be able to go again to that dealership? The answer must be big NO. It clearly means that providing strong customer service is very important for OEMs and their authorized dealer.
According to various surveys by Intellinet, Intellinet gain some insights of current state of service. The survey involves- customer facing service role, front line employees and leaders who oversee them. Also, customer perspective was involved in this, as what they think. The surveys topics were – what matters the most, their perspective in key areas in which OEM provide services here are the key takeaways:
The Need For Speed
The survey about which we discussed above, on speed issue everyone was agreed that speed is one of the most important aspects of customer service. Nowadays, nobody likes to wait and everyone needs quick resolutions. According to 95% of customers, quick customer service is most important aspect of customer service. On the other hand, for 82% of customers, long duration is in customer service is the main reason of their frustration. So, if OEMs wants to improve brand image and revenue, first they should strive to make the process speedier.
Customer Centric Service
When customer was asked, what is the meaning of fantastic service for them? They replied- friendly, polite and helpful. This means authorized dealers and sales managers are the crucial piece of customer strategy for OEMs. Knowledgeable dealers are also an important asset for OEMs. Customer approach that dealership easily, who understand the problem easily and can deliver the solution in minimum possible time. According to 63% of customers, understanding their problems and giving instant solution, should be the top most priority of customer service teams. So, if an OEM is not paying attention to this, maybe it’s time for them to re-examine their priorities.
Service Isn’t As Great As It Should Be
Most of the OEMs generally do good job on their end. Around 54% of customers rate their services as above average. So, both OEM and customer feel confident about the quality of service they provide and get. Also, 89% of OEMs and 73% of employees rate their service as above average. So, there is a gap. That means, OEMs need to check with their customers and find out, what they really think about the customer service of organization.
Connected Experiences For Customers
The frustration of customer may lead to ultimate disconnection with brand. Long the time OEMs take to offer services, bigger the frustration of customers. Some other reasons of customer frustration are:
OEMs See Potential In Technology
In upcoming years, OEMs need to invest in advanced technology to compete in market and provide best customer service. Software’s from Intellinet are the top solutions for OEMs that can resolve their issues. In fact various leading OEMs are already using Intellinet software’s and getting many benefits by doing so. From improving efficiency to, customer engagement, overall they software payoffs for complete business processing. If an OEM is not currently using or planning to use digital software, then they are missing a number of benefits and likely to fall behind of their competitors.
Customer service is a major piece of the overall service OEMs provide. It impacts their customers’ impression of brand, and when OEM service doesn’t meet customer expectations it can cost OEM. Poor service is enough to drive customers away. And that means providing great service must be a top priority. If an OEM feels that they are providing great service, think about the gap between customers and employees and leaders when it comes to above average service. OEM may be possibly feeling overconfident? Consider whether you provide the kind of disconnected service experiences that lead customers to be frustrated. And then ask yourself, can we do better?
The moral of the story is that while the service an OEM provides is likely good, they probably have a way to go before the service provided by you is truly excellent. And if competitors continue to invest in more advanced solutions, it’s only going to become increasingly more difficult to provide standout service. The businesses that make the right service choices now will continue to reap the benefits later, with more satisfied, loyal customers.
If you wish to know more about advanced software’s, connect to us at www.intellinetsystem.com
According to various surveys by Intellinet, Intellinet gain some insights of current state of service. The survey involves- customer facing service role, front line employees and leaders who oversee them. Also, customer perspective was involved in this, as what they think. The surveys topics were – what matters the most, their perspective in key areas in which OEM provide services here are the key takeaways:
The Need For Speed
The survey about which we discussed above, on speed issue everyone was agreed that speed is one of the most important aspects of customer service. Nowadays, nobody likes to wait and everyone needs quick resolutions. According to 95% of customers, quick customer service is most important aspect of customer service. On the other hand, for 82% of customers, long duration is in customer service is the main reason of their frustration. So, if OEMs wants to improve brand image and revenue, first they should strive to make the process speedier.
Customer Centric Service
When customer was asked, what is the meaning of fantastic service for them? They replied- friendly, polite and helpful. This means authorized dealers and sales managers are the crucial piece of customer strategy for OEMs. Knowledgeable dealers are also an important asset for OEMs. Customer approach that dealership easily, who understand the problem easily and can deliver the solution in minimum possible time. According to 63% of customers, understanding their problems and giving instant solution, should be the top most priority of customer service teams. So, if an OEM is not paying attention to this, maybe it’s time for them to re-examine their priorities.
Service Isn’t As Great As It Should Be
Most of the OEMs generally do good job on their end. Around 54% of customers rate their services as above average. So, both OEM and customer feel confident about the quality of service they provide and get. Also, 89% of OEMs and 73% of employees rate their service as above average. So, there is a gap. That means, OEMs need to check with their customers and find out, what they really think about the customer service of organization.
Connected Experiences For Customers
The frustration of customer may lead to ultimate disconnection with brand. Long the time OEMs take to offer services, bigger the frustration of customers. Some other reasons of customer frustration are:
- Repetition – 75%
- Lack of transparency – 63%
- Inconsistent experiences – 52%
OEMs See Potential In Technology
In upcoming years, OEMs need to invest in advanced technology to compete in market and provide best customer service. Software’s from Intellinet are the top solutions for OEMs that can resolve their issues. In fact various leading OEMs are already using Intellinet software’s and getting many benefits by doing so. From improving efficiency to, customer engagement, overall they software payoffs for complete business processing. If an OEM is not currently using or planning to use digital software, then they are missing a number of benefits and likely to fall behind of their competitors.
Customer service is a major piece of the overall service OEMs provide. It impacts their customers’ impression of brand, and when OEM service doesn’t meet customer expectations it can cost OEM. Poor service is enough to drive customers away. And that means providing great service must be a top priority. If an OEM feels that they are providing great service, think about the gap between customers and employees and leaders when it comes to above average service. OEM may be possibly feeling overconfident? Consider whether you provide the kind of disconnected service experiences that lead customers to be frustrated. And then ask yourself, can we do better?
The moral of the story is that while the service an OEM provides is likely good, they probably have a way to go before the service provided by you is truly excellent. And if competitors continue to invest in more advanced solutions, it’s only going to become increasingly more difficult to provide standout service. The businesses that make the right service choices now will continue to reap the benefits later, with more satisfied, loyal customers.
If you wish to know more about advanced software’s, connect to us at www.intellinetsystem.com
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