Parham Saebi explores how new technologies will revolutionise the automotive industry
Expert opinion from Parham Saebi our Head of Client Relations, CRM Solutions, Arvato UK & Ireland has been featured with Automotive Management (AM) Online. The article discusses how new technologies will give the automotive industry an opportunity to transform customer experience.
Parham explained that with the difference in vehicle standards tightening, customer service is where the opportunities lie for car manufacturers to get ahead of the game.
Parham commented: “Creating novel, memorable experiences – which give customers emotional peaks, encouraging brand loyalty – is where the future battleground for driving customer value and retention lies.”
“The introduction of new innovations, from artificial intelligence to virtual reality, will present automotive manufacturers with a real opportunity to take advantage of this. For example, by harnessing these technologies, a business could take a customer from solving a maintenance or finance query with a customer service agent over video chat, to touring a showroom and then on to a virtual test drive of a new car, all in one seamless interaction with a contact centre.”
“At its core, this technology-driven approach reflects the most basic ingredients of exceptional service – making the customer feel special and doing everything possible to make their experience as rewarding, memorable and stress-free as possible.”