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Live customer engagement company, Vee24, has announced that prestige car retailer Sytner Group is now offering live chat to its Mercedes-Benz smart (MBS) customers online. This personal service extends the opening hours of the dealership from 8am to 10pm on weekdays, 9am to 6pm at the weekend, with customer service teams working online to assist customers with queries and test drive bookings.
04/18/18. Sytner already offers Vee24’s live chat for Jaguar Land Rover (JLR) and BMW Mini customers and this service will now be extended to Mercedes-Benz. Sytner now operates a live chat platform for 35% of its dealerships across the UK.
Customers arriving on the Sytner Mercedes Benz and Sytner smart websites are offered the opportunity to live chat with a customer service advisor and enquiries range from brochure requests to after-sales enquiries, through to general car enquiries and information about how and where to book a test drive. The test drive can be booked by the advisor who manages the request direct with the dealership via a shared CRM.
The agent is also able to take the customer directly to a website to answer a query, rather than simply send a link which the customer then needs to open.
“We pride ourselves on offering an excellent customer service experience and Vee24’s live chat platform supports us in this promise”, comments Stephen Wallis, Divisional Central Services Manager, Sytner Group. “We know that many customers will do their initial research at home and possibly in the evening so it’s imperative that are there to help them at a time that suits them. Chatting through options with the customer before they test drive the vehicle means that we can pass this personalized information and preferences to the dealership before the customer arrives, again ensuring that the experience in the dealership is excellent. We’ve seen great results from offering live chat in other areas of business and look forward to offering our Mercedes-Benz smart customers this same customer service experience.”
“Meeting a customer during the early part of their car buying research is important and I’m delighted that Sytner has extended its relationship with Vee24 to offer live chat to more customers”, comments Priya Iyer, CEO Vee24. “We know from experience that live chat more than doubles the lead conversion rate – so it makes perfect sense to extend the use of live chat across the many brands for the dealership.”