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

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!