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How does Auto Partner Garcarek provide a high level of customer service with CallPage?

Garcarek - logo

Auto Partner Garcarek

Automotive

2017

User experience

Problem

Problem

Getting the customer to come to the dealership - that's the challenge for car dealers. If they don't succeed at it, they lose the chance to convince them to buy. Attractive presentation of an offer on a website doesn't really work, because users quickly get distracted. For this reason, Auto Partner J. and A. Garcarek Company looked for a way to keep a potential customer on the website, encourage them to get to know the promotional offer and to persuade them to contact the company directly. Moreover, the company cares about comprehensive customer service, so it was important that several sales advisors could use the tool. The CallPage widget makes it possible to contact the customer in 28 seconds - thus meeting the company's challenges.

Solution

Solution

Thanks to CallPage the salesmen of Auto Partner J. and A. Garcarek gained 266 leads, that is they had a chance to talk to such a number of interested customers. During the conversation, the salesmen answered the customers' questions, encouraged them to listen to the details of the offer and visit the showroom. The average length of the conversation was over 3 minutes, which is a very good result. The promotional offer page also used the scoring system rules. The system analyzes the user's behavior on the website and makes it possible to display a callback window when the recipient performs certain actions, e.g., spends a longer time on the website (time-on-site). Thanks to this, the company could offer a quick contact to people who read the offer and were interested in it.

Key takeaways

Key takeaways

2017 - the date of implementation of CallPage service 266 leads - the number of successful calls generated by CallPage during the promotional offer period. 3 min 17 sec - average length of a conversation with a salesperson during a promotional offer period. 4 employees - handle calls generated by the CallPage.

In our company we care about direct contact with customers and providing them with the best possible service. The reason is simple - we are a salon located in a small town, near small and medium-sized cities. That’s why the foundation of our company's success lays in customer service at the highest level. Because of that we are interested in every new tool that speeds up and improves contact with customers. When the solution offered by CallPage appeared on the market - we immediately tried it out. It was a hit in the bull's eye. Customers interested in the promotional offer of our company could contact us within 28 seconds - which caused a surprise and the “wow effect”. During conversations generated via CallPage, our salespeople were able to convince callers to visit the showroom - and a customer visit is a huge sales opportunity for us.

Jarosław Żurkiewicz, Marketing Specialist at Auto Partner Garcarek

Jarosław Żurkiewicz, Marketing Specialist at Auto Partner Garcarek

About Auto Partner Garcarek

Auto Partner J. and A. Garcarek is a family business which was established out of passion for motorization. At the company’s Authorised Service Station, customers can count on professional assistance related to the purchase or sale of a car, its operation or servicing. The company offers all types of Mercedes Benz cars, vans and trucks, including Unimog multifunctional vehicles and Mitsubishi Fuso. It is also an authorized AMG Performance Center.

  • Company size: 180 employees
  • Industry: Automotive
  • Country: Poland
  • Challenge: Decrease response time, ensuring high-quality customer service.

Why did Auto Partner Garcarek decide to implement CallPage:

Getting the customer to come to the dealership – that’s the challenge for car dealers. If they don’t succeed at it, they lose the chance to convince them to buy. Attractive presentation of an offer on a website doesn’t really work, because users quickly get distracted.

For this reason, Auto Partner J. and A. Garcarek Company looked for a way to keep a potential customer on the website, encourage them to get to know the promotional offer and to persuade them to contact the company directly. Moreover, the company cares about comprehensive customer service, so it was important that several sales advisors could use the tool. The CallPage widget makes it possible to contact the customer in 28 seconds – thus meeting the company’s challenges.

Results:

Thanks to CallPage the salesmen of Auto Partner J. and A. Garcarek gained 266 leads, that is they had a chance to talk to such a number of interested customers. During the conversation, the salesmen answered the customers’ questions, encouraged them to listen to the details of the offer and visit the showroom. The average length of the conversation was over 3 minutes, which is a very good result.

The promotional offer page also used the scoring system rules. The system analyzes the user’s behavior on the website and makes it possible to display a callback window when the recipient performs certain actions, e.g., spends a longer time on the website (time-on-site). Thanks to this, the company could offer a quick contact to people who read the offer and were interested in it.

Key takeaways:

  • 2017 – the date of implementation of CallPage service
  • 266 leads – the number of successful calls generated by CallPage during the promotional offer period.
  • 3 min 17 sec – average length of a conversation with a salesperson during a promotional offer period.
  • 4 employees – handle calls generated by the CallPage.

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