It’s good to know that the Automotive industry in Malaysia has recovered well post-pandemic. An encouraging proof of robust economic recovery in this sector. Proven by figures and not just mere speculation.

“According to MAA, sales of passenger vehicles in September increased to 60,060 units from 38,258 in September 2021, while sales of commercial vehicles were higher at 7,599 units compared with 5,969 a year ago.

Year to date (YTD), the sales volume up to end-September was 62% higher than the corresponding period in 2021. Source: TheEdge, Malaysia’s September 2022 car sales increased 35% to 67,659 units — MAA”

With the proof of the rise in sales, isn’t it time for Automotive Industry to look into automating Customer Service by investing in omnichannel contact center software that can help propel the industry to even greater heights?

Many in this industry might be puzzled as to how adopting advanced Omnichannel can help the Automotive business overall.

However one must believe, times have really changed. Take for example the rise of online car marketplaces such as Carsome, mytukar.com, carlist. my, wapcar.my, zigwheels. my, and more. For now, yes most of these transactions are based on used cars. It’s only a matter of time before purchasing new cars can be done online as a norm. Be sure to adopt this technology into your automotive business. Be a market leader in championing an all-integrated omnichannel in Automotive Industry.

Valid Reasons on ‘Why Automotive Industry Needs an OMNIchannel Solution’

1. The “Shopping” For A Car Experience

Those days, the feeling of excitement when one is ready to purchase a car is by traditionally walking into a car showroom. That is would be how the journey of car sales begins, these days the shopping experience starts online.

First and foremost, a potential buyer will search the brand website directly, crawling through as much information as they can gather on that particular model. Before making the effort to head to that physical showroom.

With the advancement of technology, AI, Google Ads algorithm, or even remarketing play a crucial role in feeding the user when he or she is online crawling information. That’s where the danger lies for brands. The distraction of suggestions of competitor brands, and similar car specs by the AI bots on the internet will happen. You have indeed experienced it yourself when browsing the internet for a product or service.

This is the first valid reason why you should invest in the latest tech for Omnichannel solutions. Once the client has made efforts to visit your webpage, the challenge is to keep that customer interested in continuing to spend time on your page. By engaging a Chatbot, or WhatsApp Bot, and connecting the conversation to a Live Agent, can help convince the potential client and ultimately convert it to a confirmed sale. Furthermore with the adoption of the bot with human intervention, the trend of “Subscribing to cars” instead of purchasing them enhanced the horizontal marketing approach. Especially with the Gen Z, and Millennial crowd, they would be your potential clients who’ll love this idea. Wanting to be seen with the latest car model, but not needing to be tied down with a loan. They would adopt the idea and be the most comfortable in asking questions through Chatbots, on how to Subscribe to the latest model cars.

They are here to get the most information about the car model, compare pricing, and sub-consciously evaluate the customer service rendered!

2. I’ve decided on THAT Car! What’s my next step?

Killing two birds or more with one stone. First step is complete once the customer has researched the general inquiries with the help of Chatbot, an interest is shown with a particular car model in mind.

Usually, the second step would follow with fixing an appointment to view the car in the showroom. Or perhaps connecting to a Live Chat Agent that can provide more information about the product, and then proceed to fix an appointment.

These steps will create a ticket for every inquiry placed, hence allowing for an effective CRM. CRM allows your business to personalize customer buying experiences and customer service. Thus allowing you to also track your customers’ behaviour as data for your plans.

With Accordia Omnichannel in place, you are able to streamline the processes in a single platform. Information at your fingertips. Creating a seamless experience not only for the customer but also for your car dealers.

3. Brand Loyalty, the continuation of after Sales and Services.

Taking care of dealers’ CRM needs can help you further elevate your brand and build brand loyalty among your customers. Response time to customers a shortened with the right information on hand.

A perfect marketing tool, to blast out promotions with the help of Accordia Integrated Voice Response Broadcast, or even a timely reminder to change or upgrade to a newer car model. One can also cross-sell products and services with the right system in place. For example, renewal of car insurance, timely car services, car care packages, and more. Data is in your hands, just a call away from your customers.

Often, with word-of-mouth, customers will continue to patronize the same car dealer, provided the continuation of superb customer service rendered or after-sales services. Most of the time good customer service creates a halo effect, whereby you’ll be surprised that even the next generation will follow suit to return to the same car dealer to purchase the car.

To all car dealers and distributors, it’s time to gear up for the year 2023, with a refreshing approach! Adoption of Accordia Omnichannel solution that will surely elevate your Customer Service experiences to the next level. Speak to our OMNI Experts.