Customer Experience, Industry Blogs

Serving the Auto Industry (Formerly SocialSurvey) is excited to be serving the automotive industry and especially to be doing so with an industry veteran of over 15 years, Warren Goodell. As our National Director of Sales in the Automotive Vertical, Warren explains the value (Formerly SocialSurvey) can bring to companies.


From a sales aspect, a customer purchases a vehicle. (Formerly SocialSurvey) then sends out automated survey to that customer, humanizing it so it looks like it came directly from that sales person. Questions are asked relating to items completely in the agent’s control, holding them accountable. (Formerly SocialSurvey) then separates into two workflows. If feedback is unfavorable, there are complaint resolution systems in place to contact that customer and correct that experience–important to do before the OEM survey comes out.
In the event that it’s a happy customer⁠—which is the goal behind the process⁠—that feedback is collected and automatically shared on social media, company websites and other third-party review sites. Now what separates us from anything else in the landscape is our domino effect: allowing for one review can be shared and seen 11 times. It goes on the sales person’s Facebook, LinkedIn, and Twitter and also the dealership’s Facebook, LinkedIn, Twitter and GoogleMyBusiness page, putting them in control. (Formerly SocialSurvey) also helps the service department maximize their repair order (RO) count, as the goal in service is the same as it is in sales. Now, we know there are seven independent repair facilities for every one franchise dealership, and that unhappy customers can do a lot of damage online.
That’s why we take the voice of the happy customer and push it out to drive new business, maximize your RO count and increase your dollars per RO. Five-star reviews online convert to more service appointments, and happy customers convert to more sales. (Formerly SocialSurvey) will help you amplify and share the true voice of your happy customers, boost your online presence and grow your business in both sales and service.

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