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This document discusses various aspects of advertising and marketing for car sales, including:
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- The importance of quick response times to customer leads from the internet
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This document discusses various aspects of advertising and marketing for car sales, including:
- Sources customers use for information at different stages of the car buying process and their rankings of helpfulness.
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- Statistics on customer behavior and research online before purchasing a vehicle.
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Join Gleanster Principal Analyst for a look at building a business case for localized marketing automation. You'll learn how to frame the challenges internally, how LMA technology can help facilitate cost savings and sales lift, and most importantly - how to justify the investment with tangible numbers.
Michiels references an ROI model built by Gleanster that allows marketers to calculate the benefits of localized marketing using internal numbers.
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Courtesy chevy lead management process v8d
The document discusses best practices for managing sales leads from online inquiries. Research found that responding to leads quickly, providing price quotes, following up with multiple contacts, and ensuring customer satisfaction all significantly increased the likelihood of converting a lead into a vehicle purchase. Specifically, making a direct phone call within 24 hours of a lead, sending price quotes by email, follow up contact by email and phone, and satisfying customers with the initial response were the top four most effective practices.
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The slides will also show how Hyundai implemented a Conversational Marketing platform and engaged with 1 million web visitors online.
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· Personalized Customer Service – Platform that can tailor communication-based on historical data of the customer
· Ownership of the data – Enterprises can own the conversational data to help understand the customer life cycle and improve business
· Cost Savings – A multi-faceted conversational AI solution cut down cost up to 30% in customer support
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As a CX and marketing professional, you are responsible for communicating and
engaging with your prospects and clients in their moment of need. We’d like to
introduce you to our powerful portfolio of digital solutions designed for CX and
marketing professionals.
View this on-demand webinar to explore the key channels where your customers
want to engage with you – and how as a customer-obsessed organization, you can
embrace new market opportunities and exceed their expectations.
How to thrive in the era of digital
This document discusses how digital disruption is changing customer expectations and behaviors. It highlights the need for companies to deliver personalized, cross-channel customer experiences in order to thrive in today's environment. The Oracle Customer Experience Cloud is presented as a solution that connects every customer engagement across the buy-own cycles through applications for marketing, sales, commerce, service, and social. It provides standardized, integrated processes and industry-specific solutions to help companies improve the customer experience.
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- 1. Let's talk about CX
- 2. 2 Content is copyright © 2022, Enlighten Autopilot US LLC and its affiliates The Language of CX
- 3. • Consumers expect high-quality interactions from self-service • Brands WANT customers to leverage self-service channels WHAT CONSUMERS WANT The Resolution Revolution CURRENT STATE OF RESOLUTION 81% of consumers attempt to self-serve while only 19% want to talk to a human agent Only 17% of inbound volume uses Scripted Automation while 83% is managed by human agents IN THE NEXT 5 YEARS 85% of consumer interactions will take place without a human while just 15% will be managed by human agents (Gartner) 15% 85% 83% 17% 19% 81%
- 4. 4 Content is copyright © 2022, Enlighten Autopilot US LLC and its affiliates Human Agent DIGITAL DIGITAL & ANALOG Only 19% Want to Talk to a Human Agent 81% Of Consumers Attempt to Self Serve Time & Cost Guided Experience Expert Knowledge Channels (Digital) Smart Assistant Purchase Order Status Delivery/ Service Scheduling Resolution Research
- 5. Agents • Single Pane • Real-time Summary • Customer Sentiment • Co-piloting • Knowledge Base Answers • Final Summary Knowledgeable guidance and next-best responses to increase Agent accuracy, improve customer satisfaction, and accelerate the Agent interaction
- 6. Purchase Order Status Delivery/ Service Scheduling Resolution Research IVR FAQ Bot Voice Email Web Chat Google Search In App WhatsApp Apple Bus. Chat Proactive Google Messages Customer Experience Evaluations Coaching History/ Context Effective Tools Answers Scheduling Quality Scheduling CRM Case Mngmt. FAQ Bot Search Email ERP “AI” Agent Experience CSAT Retention Self-Service Acquisition Efficiency Quality Brand Experience
- 7. Order Status IVR Voice Channel SMS Chatbot Emergency Comms Mobile Web Secure Messaging Employee Comms On Prem Cloud Coaching What Has Been Built to Accomplish a Complete Brand Experience Billing & Payments CRM Voicebot Channels Data Warehouse Workforce Optimization Knowledge Management Cloud Platforms Microservices Reporting & Analytics Carrier Networks Video Professional Services NLU Core Platforms Live Chat
- 8. CX Tips to.. • Set your CX Goals Embrace Coherent & Consistent Technology Support Agents Measure, Improve Repeat • Understand the new CX language & set goals that are bold • Enable CX through embracing coherent and consistent technology • Support agents who are key to CX • Measure, improve and repeat
- 9. 9 Content is copyright © 2022, Enlighten Autopilot US LLC and its affiliates