Service Advisors and the Customer Experience

Bart Wilson

A lot of the CX discussion revolves around the sales process.  How is your service process evolving to meet the demands of the modern consumer? Do you find the customers are shopping around more?  Less?  Are they more informed? 

Derrick Woolfson

one of the things we have had to do is overhaul the online appointment scheduling tool. It was way too sloppy on mobile, and customers were complaining. That and when they show up, the advisors not being ready for their appointment, which causes a lot of frustration for the customer. 

Bart Wilson

@Derrick, do you run all scheduling through your online scheduler?

Mark Rask

we have overhauled our entire hyundai store.....tablets out front etc. 

Kevin Kulma

So much opportunity in Service....even more for Tire Sales and Collision.   The service scheduler in our business is ripe for disruption.   

Joe Tareen

I agree with Kevin Kulma. Service Schedulers are very much ripe for a disruption. The current ones seem archaic. The needs of today's car owners are fast changing. 

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