Why is Outsourcing Your Dealership’s Customer Service a Good Idea?
Running a successful car dealership means juggling many roles, from managing sales and service operations to building strong customer relationships. Customer service, though essential, often competes for time with these core activities, leaving dealership teams overstretched. In today's competitive market, prioritizing exceptional customer service can set your dealership apart—but handling it in-house isn’t always the best or most efficient option.
Outsourcing your customer service might just be the solution to deliver exceptional service while freeing up your team’s time for what they do best: selling and servicing vehicles. At 10x Customer Service, we’ve seen firsthand how effective outsourcing can be for dealerships. Here’s why it’s worth considering.
1. Increase Your Focus on Core Business Operations
One of the main reasons dealerships benefit from outsourcing customer service is because it allows management and sales teams to concentrate on their primary roles. When customer service is handled internally, dealership managers and sales teams can get bogged down with calls, complaints, and follow-up issues that detract from their focus on sales and service.
One dealership we worked with struggled to keep up with customer calls because their sales team was frequently pulled away to handle complaints. When they outsourced customer service to us, their sales team noticed a remarkable difference: they could focus entirely on sales without being interrupted by service complaints. The result? Sales numbers rose by 20% in just three months.
2. Offer Professional, 24/7 Service
When customers have questions or concerns, they want answers fast. Managing a fully-staffed, around-the-clock customer service department in-house is difficult and costly. By outsourcing, your dealership can provide 24/7 customer support, ensuring no customer is left waiting, regardless of time zones or office hours. At 10x Customer Service, our team of trained customer service experts ensures that customer inquiries are handled promptly, professionally, and with empathy.
3. Boost Customer Retention and Loyalty
A happy customer is a loyal customer, and in the automotive industry, retaining customers for future service appointments and sales is essential. Outsourcing customer service allows you to provide a seamless experience for your customers, from their first point of contact to any follow-up they may need after purchasing a vehicle.
Professional customer service teams are trained in customer retention techniques, ensuring that each interaction strengthens the customer’s trust in your dealership. We’ve seen cases where dealerships retained customers through positive, thoughtful interactions that went beyond simply addressing complaints; these customers felt valued and returned to buy their next vehicle.
4. Save on Costs and Maximize Profitability
Creating a high-quality in-house customer service team involves recruiting, training, and maintaining staff. When you factor in salaries, training costs, and ongoing management, the expenses add up quickly. Outsourcing to a professional team like ours at 10x Customer Service provides access to skilled customer service professionals at a fraction of the cost of an in-house team.
One dealership saw their customer service costs cut in half by switching to outsourced support. They were initially concerned about losing control over the customer service process, but soon realized that 10x Customer Service’s team worked closely with them to provide tailored support. Not only did they save money, but they also saw an increase in customer satisfaction scores, boosting their online reputation and attracting new business.
5. Gain Insights and Improve Customer Experience
Customer feedback is a valuable resource, but managing and analyzing it can be overwhelming. When you outsource customer service, your dealership gains a team that’s dedicated not only to managing customer issues but also to collecting and analyzing customer data. This provides actionable insights into customer needs, common pain points, and opportunities for improvement.
At 10x Customer Service, we provide monthly reports that outline the nature of customer interactions and highlight areas where improvements could enhance customer satisfaction. These insights have proven invaluable to dealerships looking to stay ahead of competitors by proactively addressing customer concerns.
How 10x Customer Service Can Help
At 10x Customer Service, we specialize in providing high-quality, professional customer service for car dealerships. By outsourcing your customer service to us, you’ll free up your management team to focus on sales and service operations, while we take care of creating positive customer experiences.
Our team of trained professionals understands the automotive industry inside and out and is ready to handle everything from simple inquiries to complex complaints. With our services, you can improve customer satisfaction, save on costs, and build lasting relationships with customers who keep coming back.
Don’t let customer service demands hold your dealership back. Let us handle the details so you can focus on what you do best, selling and servicing more vehicles. Visit www.10xcustomerservice.com to learn more about how we can help your dealership thrive by outsourcing your customer service.