DealerSocket Launches Two Customer Service Tools
Feb. 1, 2017—DealerSocket introduced its Precise Price digital retailing tool and announced the addition of customer success managers to its customer service model at the 2017 National Automobile Dealers Association (NADA) Convention & Expo in New Orleans.
Price misinformation and doubt over getting the best deal are leading sources of frustration for car buyers, compromising trust and confidence in the transaction. According to the 2016 Dealership Action Report, distrust toward salespeople is the top reason customers dislike the car-buying process.
Precise Price is a digital retailing tool that allows customers to calculate the true price of a vehicle and begin structuring the terms of the purchase through an integrated, web-based platform. Whether utilized by customers online or sales teams on the showroom floor, the tool integrates with dealerships’ CRM and desking platforms for seamless data synchronization of pricing information for a more efficient and transparent desking experience.
The tool aims to put all of the information in the customer’s hands, allowing them to be at the center of the deal and to lead the purchase with confidence, without providing personal information or creating an account. The goal is for dealers to build customer trust through utilization of a familiar pricing platform, and shared access of the calculated deal.
Precise Price incorporates several price influencers, including:
- Dealership incentives and fees
- State and local taxes
- Trade-in evaluation
- Down payment
- F&I protections
- Vehicle protections
When customers initiate a transaction and desired payment structure on a dealer’s website, the information is automatically synced to the dealer’s CRM. This eliminates duplicate efforts by sales teams re-collecting customer information at the time of the visit. When the customer walks through the door, the deal is ready to send to the dealer’s DMS.
The tool is mobile friendly and responsive so both dealers and customers can access the deal. With its “Save & Finish Later” functionality, customers can pick up where they left off on any device at any time. Team members can also structure deals in-store to be sent to customers for revisions and completion from anywhere.
Customer Service Managers
To provide easier access to DealerSocket product support and resources, DealerSocket has also introduced a simplified customer service model through a single point of contact, known as customer success managers (CSM). When engaged, dedicated CSMs can provide portfolio-wide advice and insight for all interactions with their respective assigned dealers regarding sales, setup and support.
To support DealerSocket CSMs, a new digital monitoring tool, Health Check, will proactively assess dealers’ product utilization of DealerSocket CRM and technology tools. Health Check diagnoses and compares dealer technology use against competitive benchmarks, and will alert DealerSocket CSMs to make proactive recommendations only when dealers are not utilizing DealerSocket technologies to the full potential. Much like a home security system, this real-time monitoring only warrants attention when an issue is identified.
To assist with training needs, DealerSocket leverages virtual training. Dealers can subscribe for unlimited training to orient new salespeople and managers, refresh users with weak usage, and shore up knowledge in advanced product areas.