In automotive, more than 90% of communication occurs over the phone. Car Wars’ latest product, Call Box, provides a centralized system for handling calls while improving agent performance during each call.
Car Wars, an artificial intelligence (AI) phone solution for more than 15,000 dealerships, recently released its comprehensive customer communication dashboard: Call Box. Call Box allows every dealership employee to monitor, manage and execute on customer communication — all in one place. Call Box is a call-handling assistant that helps users manage customer conversations, pulling important information from your CRM and DMS.
As calls ring into the dealership or Service drive, Call Box presents agents with relevant customer information, direct links to CRM records and easy-to-read conversation history with call recaps. To pinpoint areas for improvement and provide assistance if needed, Call Box allows managers to join, listen in on, and coach live agent phone calls as they’re happening. The result of both capabilities? Call handling is more efficient and dealers have every necessary detail to help callers quicker than ever.
Let’s say Customer Chris calls into the Service center to have his brakes checked. As Service Agent Adam picks up the phone, Call Box presents him with conversation history and call recaps (Chris already called in twice today and left one voicemail, but still doesn’t have an appointment), relevant data from Chris’ last Service appointment (he just brought his vehicle in two weeks ago for its 20,000 mile service that should have included brakes) and live feedback to remind Adam to smile and ask for the appointment during the call. Operating calls blindly is no longer an option with Call Box. CSI scores, enhanced.
“Most dealerships have holes in their phone processes: between poorly trained staff, frustrating routing experiences and fragmented access to customer information,” said Kelly Ford, user research and product development director at Car Wars. “Call Box supplies dealerships with the tools agents need to expertly handle every call.”
Being top-notch on the phone shouldn’t be complicated or time-consuming; Call Box makes sure of that. Now, agents can handle each call in a way they never have before: with expertise, confidence and ease, the company said.