Contact Center Solutions Featured Article

FordDirect Releases Digital Automotive Shopping Survey Findings

February 11, 2013

FordDirect revealed the results obtained from its Digital Automotive Shopping Survey at the National Automotive Dealers Association.

According to the findings it is imperative for dealers to have a strong online presence as there are remarkable changes in the way people shop for new or used cars nowadays.

The FordDirect survey collected responses from 1,100 automotive customers in December, 2012. The results helped it gather knowledge about the importance of reputation management and social and digital media when people look for credible dealers before buying new or used vehicles.


Valerie Fuller, chief operating officer for FordDirect said, “Today the auto shopping experience begins long before the customer steps foot into the dealership, and the dealership’s online reputation can determine where a consumer ultimately elects to do business. The results of this research indicate just how crucial it is for dealers to enhance their online presence and reputation to attract customers.”

About 63 percent of shoppers gave importance to the online reputation of a dealer before going in for purchase. It greatly influenced the buying process as the buyers withdrew from making purchases if a supplier received negative comments online.

But dealers can strive to improve their performance and online ratings if they reply and address customer grievances in a timely fashion. This will help them improve their online status since customers give importance to dealers who respond to negative comments, said analysts of the survey.

The study also found that about 40 percent of auto shoppers access dealer websites via their mobile devices and 42 percent of consumers connect with dealerships via social media to find out about coupons and other incentives.

Videos showing the interiors of a vehicle and technologies featured are preferred by purchasers of both used and new cars on the dealer website.

“These findings point to the importance of active monitoring and response in relation to reputation management for dealers. As social media and review sites grow in popularity, consumers increasingly are turning to them before making purchasing decisions,” added Fuller.

In July 2012, FordDirect a joint venture between Ford Motor Company and its franchise dealers announced the launch of its new Social Media and Reputation Management Service for Ford and Lincoln Dealers. Powered by Digital Air Strike, this service will provide dealers with the proper guidance, tools and resources to enable them to effectively manage their online reputation and social media presence.

 

 




Edited by Ashley Caputo

Article comments powered by Disqus

Related Contact Center Solutions Articles

Rise in Cloud Contact Center Traffic Volume in 2014

Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
08/29/2014

Scripts and Metrics Only Take Call Centers So Far

Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
08/28/2014

CSG Announces New Agreement with Leading Latin American Mobile Operator

A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
08/28/2014

Etihad Airways Expands its Al Ain Contact Center, Opens a New Facility in the UAE

UAE airline Etihad Airways expands contact center capabilities to provide improved customer experiences. [ Read More ]
08/28/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!