Based on its recent analysis of the North American omni-channel customer support market for automotive dealers, recognizes Cox Automotive, specifically it’s Autotrader and Kelley Blue Book Operations teams, with the 2021 North America Customer Value Leadership Award.
Cox Automotive offers dealerships, manufacturers, and private sellers a set of digital solutions covering every stage of the workflow, from inventory planning and marketing to after-sales relationships and service scheduling appointments. Its omnichannel support for white-glove services has earned outstanding customer satisfaction scores of 92.8 per cent against an industry benchmark of 82 per cent.
“For automotive dealers looking to deliver exceptional car-buying and ownership experiences, Cox Automotive presents a complete omnichannel support service. This includes customer engagement through reviews, advice, comparison tools, originations, contracting, and optimizing titling operations,” said Alpa Shah, Global vice-president. “Its marketing performance hub, nVision, provides real-time insights into specific shopper behavior, allowing customers to target and optimize their marketing spend through omnichannel online recommendations. This unique tool delivers a competitive edge that drives both short- and long-term results.”
By bridging the gap between consumers, manufacturers, dealers, and private sellers, Cox Automotive delivers a seamless online-to-offline experience. It helps dealerships identify, acquire, and finance cars and support them in planning, pricing, and marketing the inventory. Furthermore, it facilitates in-store sales experiences and fosters after-sale relationships. A formal system ensures that customer feedback is integrated into other parts of the organization to improve products, services, and customer engagement.
Each year, Frost & Sullivan presents this award to the company that demonstrates excellence in implementing strategies that proactively create value for its customers, focusing on improving the return on the investment that customers make in its services or products. The award recognizes the company’s unique focus on augmenting its customers’ value beyond simply good customer service, leading to improved customer retention and customer base expansion.