The secret to boosting customer satisfaction

News • May 26, 2023

Today we see a boom in automated customer service when people become accustomed to the options technology creates. Both end customers and businesses benefit equally from the new seamlessly integrated ecosystem.

A high level of customer satisfaction is a business goal for every brand and a key to its success.

Visiting dealerships for service visits or picking up your rental car, today you’re likely not to stand in a front desk queue for your doings. Self-service customer journeys are the new normal we all enjoy. On these automated service points, chances are greater than ever that we can use a touchscreen or grab our mobile phone to make everything easy and super fast.

These sophisticated customer journeys can efficiently distribute rental car keys and access additional services like ID, electronic signature, driver’s license checks and payment card reservations.

In addition to providing customers with 24/7 availability, innovative technology can serve as customer support portals, offering FAQ guides. For a more personal touch, voice-over IP and video teleconferencing support are also possible. If people have questions, they could be connected to a call centre to help them. 

If you’re reading this, it means you probably are looking for tips on how to improve customer satisfaction.

Customer satisfaction affects your business revenue. Low customer satisfaction levels mean your retention rates are likely to be low, too. With this in mind, can you afford to offer a poor customer experience?

Are you in the process to introduce self-service?
You should constantly strive to improve your customer service based on customer feedback. For instance, if the customer requests 24/7 availability and self-service features you can’t yet deliver, always update them on the progress. This lets you keep customer satisfaction levels high.

Customers love easy-to-order buying options
Smart mobile first check-ins could also serve as a upsell tool, offering virtual tours of records available and showcasing all the necessary steps in the customer journey with optional special offers and campaigns.

DIY on ID-check, e-signature and payment
Self-service technology can operate outdoors or indoors, depending on the security needs. Both ID checks and document signing could be done instant by smartphone connectivity, including invoice payment on the go.

With automated customer journeys, operations have become highly cost-efficient. Technology handling easy-to-use self-served customer journeys is the new normal, when people are becoming accustomed to the options technology creates.

Win the race with multi-channel customer service
There is a rush in the mobility- and automotive industry to integrate self-service software to adapt using application programming interface integration, the so-called open API. With this in place, the front end towards end-customers, it´s easy to manage integrated functions like upselling options, ID, e-signature, billing, security, branding and marketing activities.

Both end customers and businesses benefit equally from the new seamlessly integrated services. They communicate with each other in a single ecosystem. All information is available in real-time, and communication is managed quickly and easily via a central portal.

Technology trends are shaking up the future for mobility and the automotive aftermarket, and we see a lot of disruption in traditional workshop visits and airport car rental operations.

We welcome the high interest in self-service transformation and bring to market the tools needed to succeed. The aftermarket car dealership departments and car rental operators today have a basket of technology available to transform their operations and build robust business cases taking advantage of the digital ecosystem.

Posted by Kjetil Faye Lund