Transforming Customer Service at Dealerships with Conversational AI | Stella Automotive AI
Description
Are you tired of being put on hold for what feels like an eternity when calling a dealership to schedule a service appointment? You're not alone. According to industry data, 59% of service appointments are made over the phone, and the average hold time for a caller at a dealership is 3 minutes. Shockingly, in 2020, 17% of customers hung up due to the long wait time, and this number increased to 28% by 2021.
In this episode of Facts Not Feelings, we sit down with Ben Okuka, Head of Product at Stella Automotive AI, to learn how conversational AI is transforming the way dealerships interact with customers. Discover the differences between IVR (interactive voice response) and DVA (Digital Voice Assistant), the pros and cons of having a DVA, the most frequently asked question by Stella's clients, and much more.
If you want to improve your dealership's customer service and reduce hold times, tune in now to learn how conversational AI can revolutionize your business!
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Chapters
0:00 Start
1:05 How Conversational AI is Revolutionizing Automotive Customer Service: Say Goodbye to Long Hold Times!
3:12 From Assembling Headlights to Head of Product: A Decade-Long Journey in the Automotive Industry with Ben Okuka at Stella Automotive
8:20 The Surprising Impact of Long Hold Times on Customer Satisfaction: Exploring the Stats and Benefits of Conversational AI for the Automotive Industry
9:21 The Difference Between IVR and DVA: Understanding Legacy Technology vs. Fully Sophisticated AI
12:28 Revolutionizing Customer Experience: How Conversational AI is Helping Dealerships Book Appointments in Just 2 Minutes
16:24 Revamp Your Dealership's Data Management and Monetization Strategy with Stella, the 24/7 Digital Voice Assistant - Boost Revenue and Efficiency Today!
19:59 Optimizing Customer Lifetime Value in Auto Retail: Key Insights and Strategies from Industry Experts
24:06 Unlocking the Power of DVA: Handling Complex Inquiries in the Automotive Industry with Stella
28:39 Streamline Your Dealership Operations with Stella: Customizable and Straightforward Onboarding Process
30:24 Optimizing Your Service Department Schedule: How Stella Ensures Efficient and Accurate Bookings
34:20 Taking the burden off your BDC: How Stella can help with routine tasks
36:18 Key Questions to Ask for a Successful Dealership Partnership with Stella - Tips from Industry Experts
40:17 Get to Know Ben: Fun-Filled Questions and Favorite Hobbies
FactsNotFeelings MovingAutomotiveForward conversationalAI dealershipcustomerservice StellaAutomotiveAI BenOkuka reducingholdtimes improvingcustomerservice consultant Podcast Automotive CarConsultant AutomotiveConsultant CarTalk CarDealership CustomerExperience DigitalMarketing WomenInAutomotive WomenInBusiness AutomotiveMarketing BZConsultantsgroup BZCconsultants BrookeFurniss @stellaautomotiveai