telematics industry call center

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

CustomerServ’s Telematics Call Centers Deliver High-Touch Customer Service in a Rapidly Evolving Market

Consumers already have embraced IoT technology in the home and workplace, and they desire the same easy access to information and personalized services while on the road. Today’s connected vehicles are revolutionizing the driving and automobile ownership experience by collecting, analyzing and sharing car journey and location data, driver preferences and diagnostic data to provide personalized services and build brand loyalty.

Telematic systems have rapidly evolved from providing essential safety components like GPS navigation and location tracking, to interactive communication capabilities that enable convenient features including hands-free calls, real-time traffic updates, predictive maintenance, to high-touch concierge services, such as remote door unlock, automated billing at gas stations or the ability to search for fuel, parking, restaurants or other points of interest along the route.

The rising demand for in-vehicle connectivity is accelerating technological advances and the growth of the telematics market. Twenty-one million connected cars shipped in 2016. BI Intelligence estimates that 94 million will ship in 2021 and that 82% of all vehicles shipped in that year will be connected to the internet.

While auto manufacturers are increasingly using telematics data to understand customers’ needs, the issue of who has access to—and control over—driver data has become a hot-button debate within the industry. Consumers want to protect their personal information from being shared or sold without their permission; aftermarket telematics providers fear that OEMs will block access to embedded telematics systems; and automakers want to maintain control over third-party access to vehicle data.

The path forward calls for co-creation among industry stakeholders. Whether consumers rely solely on in-vehicle telematics systems or cobbled-together solutions using a variety of apps and smart devices, the competitive edge will likely go to providers that can integrate, package and present various sources of data and insights to the end-user in a format that is relevant, easy to consume and adds value for vehicle drivers and occupants.

Top Customer Service Challenges for Telematics Services Providers

The rapid growth of the telematics market will pose third-party device support challenges for customer service agents. Key customer service challenges facing telematics providers include:

  • The ability to provide 24/7 access to highly skilled agents capable of problem-solving devices and services across multiple vendors.
  • Hiring and retaining empathetic agents able to obtain essential details while conversing in a calm, compassionate manner to drivers and occupants who are in distress, frightened or confused.
  • Managing a high-stress environment in which agents handle potentially life-threatening calls on a regular basis.
  • Continuously expanding staff skills to stay abreast of rapidly advancing technology, evolving services and ever-changing consumer demands.
  • Quickly staffing up to meet call volume spikes due to seasonal travel and emergency conditions.

CustomerServ Call Center Vendors Provide a Human Touch to Telematics Services

Whether it’s helping a lost driver find his way, staying on the line with a disoriented driver after a collision or providing car owners with a detailed explanation of diagnostics alerts, CustomerServ’s telematics call center vendors have the industry expertise to deliver an exceptional experience that builds brand loyalty.

Our world-class vendors provide support for a wide range of telematics services, including:

  • Inbound customer service
  • Inbound help desk and tech support
  • Outbound customer contact
  • SMS, live chat and email
  • Mobile app support
  • GPS auto tracking
  • Roadside assistance
  • Concierge services
  • Stolen vehicle recovery
  • Emergency services
  • Fleet management
  • Remote access
  • Vehicle performance monitoring
  • Auto maintenance alerts
  • Reduce delinquencies