Every lead deserves great follow up
Queen’s Awards for Innovation
and for International Trade
and for International Trade
Maximise your lead follow-up strategy with our Lead Experience services, designed to monitor and enhance customer interactions.
When people know they’re being monitored,
they perform better.
Once a client has optimised the speed of their follow-up with TrackBack Calls and Emails, the next logical step is to measure contact content with TrackBack Scan. Human analysts score recorded interactions to analyse the quality of follow-up based on three criteria – technical, interpersonal, and outcome.
By integrating TrackBack Scan with existing metrics, brands get a comprehensive view of their customer engagement performance. Customised projects tailored to a business’s specific priorities ensure the data is relevant and meaningful. This helps OEMs to improve customer communication at the dealer level.
Ultimately, TrackBack Scan helps enhance customer experiences, it empowers training and management teams to concentrate their efforts on key measures that lead to improved customer and dealer experiences, as well as increased loyalty and retention.
TrackBack AutoScan uses advanced AI to automatically analyse the content of calls and emails, scoring each interaction based on client-defined criteria.
This system provides brands with real time insights into the quality of follow-up communication, enabling dealerships to identify areas for improvement in theircustomer interactions.
By utilising AI, AutoScan eliminates the need for manual review, saving time andincreasing efficiency. Brands and dealerships can quickly and easily track performance across multiple touchpoints, helping them to optimise sales strategies and drive better outcomes.
With actionable data on follow-up quality, AutoScan empowers management and training teams to enhance customer relationships and improve sales performance, ultimately leading to higher conversion rates and increased customer satisfaction.
After a lead has been contacted by a sales agent, TrackBack Feedback sends anSMS requesting a Customer Satisfaction Index (CSI) score along with verbatim comments where applicable. This allows clients to gain immediate insights into the customer’s experience and identify areas for improvement.
The system automatically collects feedback on various aspects of the interaction, such as communication quality, responsiveness, and overall satisfaction. In cases where the lead provides a low score, the information is promptly escalated to the dealership, enabling them to take swift action. This could involve reaching out to the customer directly to address concerns or offering solutions to improve the experience.
By capturing and acting on this real-time feedback, dealerships can enhance customer satisfaction, build stronger relationships, and ultimately increase conversion rates.
If a Scan analysis reveals that the sales executive missed an opportunity to secure a face-to-face appointment, TrackBack ReAppoint steps in to alert the dealership. The system flags the lead and notifies the sales team, prompting them to re-contact the customer and attempt to arrange a meeting.
This service ensures no opportunity slips through the cracks. By alerting the dealership at the right moment, TrackBack ReAppoint helps the team quickly re-engage the lead and increase sales appointments.
After a sale, TrackBack CheckBack tracks post-purchase follow-ups to ensure customers receive timely communication and support once they have taken delivery of their new vehicle. The system monitors key touchpoints, such as service reminders, satisfaction surveys, and support offers, to guarantee the dealership maintains a strong relationship with the customer.
By automating these follow-ups, TrackBack CheckBack ensures that no customer is overlooked, even after the sale is complete. This proactive approach helps improve customer satisfaction, encourages repeat business, and enhances long-term loyalty, while also providing dealerships with valuable insights into customer experiences and opportunities for further engagement.