automotive industry call center

Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Automotive Industry

Automotive Industry Impacted by Advances in Technology and Changing Consumer Behavior

The automotive industry is undergoing revolutionary change driven by developments in transportation and IoT technology. To succeed in the emerging mobility ecosystem, automakers must transform a traditional business model of building and selling cars to providing end-to-end mobility services.

The proliferation of connected devices and advances in autonomous technology are transforming consumers’ views of transportation. The Global Mobile Suppliers Association (GSMA) reports that cars are emerging as the new platform for a wide range of media and services, and that up to two-thirds of new cars sold by 2025 are likely to be connected. While fully autonomous vehicles inch closer to regulatory approval for the public, automakers are already investing in semi-autonomous safety features and advanced driver-assistance systems that are expected to reduce accidents, lower insurance rates and help to gain consumer acceptance for the reality of self-driving cars.

In recent years, consumer behavior has been shaped by the growth of mobility-as-a-service (MaaS) firms that provide ride-sharing, e-hailing and car-sharing services. In metropolitan areas, the ease and accessibility of hailing a car with a mobile app has made MaaS a top choice for local transportation.

Despite the popularity of on-demand mobility services, car sales continue to see steady growth. Digitally savvy millennials are transforming the buying process. Less time is spent browsing car lots and dealerships in person—instead, prospective buyers rely primarily on the internet and mobile apps to research automobile makes and models, find deals and read reviews. A study by and GfK Automotive Research shows that consumers’ buying decisions also are heavily influenced by their social networks—38% said they consult social media when making a car purchase.

Top Customer Service Challenges for Automakers and Automotive Technology Companies

Amid changing consumer behavior concerning automobiles and transportation, long-held business models are shifting within the automotive industry. Automakers can no longer differentiate solely on the design and quality of the product; the value of the ecosystem and seamless integration with mobile services and IoT devices are also significant factors that will impact customer satisfaction. There are several key challenges facing automotive companies:

  • As the car-buying process moves online, automakers and dealerships have an opportunity to leverage digital access points to engage customers. Offering online chat and click-to-call access to knowledgeable service and sales staff can help to engage consumers during the online research phase and guide their buying decision.
  • Traditional OEMs and emerging auto-tech firms alike will need to provide real-time customer service and also develop service delivery models that are agile and can evolve and adapt to meet consumer and business needs in a rapidly changing environment.
  • Consumers of connected cars will expect one-stop support for third-party IoT devices and apps available on the mobile platform.
  • Many MaaS firms lack direct email and/or phone access to customer service. Many consumers have voiced their frustrations via social media sites and are calling out companies that make it difficult for consumers to connect with a human who can answer questions and resolve billing issues and other complaints. Providing innovative and easy-to-use technology is not enough to offset poor or inaccessible customer service.

Automotive Call Center Outsourcing DRIVEN by CustomerServ!

CustomerServ provides deep experience in the automotive industry, helping leading auto-tech companies provide a seamless solution. CustomerServ’s expertly selected call center vendors that focus on the needs of automotive and auto-tech companies provide a world-class customer experience and technical ecosystem providing omni-channel solutions that transcend the traditional call center. The growing demands of consumers and the need for digital touch-points requires call center vendors that are offering tomorrow’s contact center solutions and technology, TODAY.

CustomerServ’s vendors provide hundreds of expertly trained automotive experts to support our clients in the following areas:
  • Vehicle purchase
  • Telematics
  • Concierge services
  • Emergency roadside assistance
  • Total loss and auto auctions
  • Dealer management systems
  • Fleet management
  • Fleet credit cards and financial services
  • Auto rental reservations
  • Ride-sharing services
  • Vehicle service contracts
  • Auto maintenance scheduling
  • Aftermarket sales
  • Recalls
  • Auto insurance
  • Auto warranty support
  • 24/7/365 call center support
  • Inbound call center services
  • Outbound call center services
  • Live chat and click to call
  • Email, SMS and social media support
  • Mobile app support
  • Back office and digital channel support
  • Content moderation and community forum support

CustomerServ redefined the outsourcing partnership for a top auto claims  manager. Learn how they did it.