Staffing gaps and high call volume from consumer inbound service calls and follow-up status calls are the most significant drivers of consumer connectivity fail points. Adding Brooke as a Digital Voice Assistant means no call goes unanswered. Brooke also improves consumer satisfaction by steering the most common conversations to a smart assistant who can answer frequently asked questions and schedule service appointments based on consumer needs and dealership policies.
Brooke.ai’s powerful technology makes her highly intuitive, intelligent and appropriate in her responses as a conversational Digital Voice Assistant (DVA), which resonates well with automotive consumers. The power of the integration lies in Brooke.ai’s ability to answer 100% of inbound service calls, access the Xtime online scheduling tool, collect information on the service being requested, intelligently navigate the service department’s constraints to find the best appointment time slot for consumers, and confirm the appointment. Brooke.ai can also provide callers with basic dealership information, such as service hours. More complex or non-appointable calls are quickly transferred to the correct person at the dealership.
Based on findings from millions of calls monitored through CallerCX, on average 30% of inbound phone calls to service departments never connect. They are abandoned on hold, misrouted, or lost. That can result in tens of thousands of dollars in lost revenue. Now Xtime dealers can leverage the power of Brooke.ai to make sure every call connects and appointments are properly scheduled according to dealer and Xtime configurations.
“Xtime is used by dealerships nationwide and has a proven track record of helping build consumer loyalty and drive satisfaction,” said Jason Beckett, chief operating officer, Proactive Dealer Solutions. “We’re proud to partner with them to ensure that every inbound service call is answered and services are efficiently and properly scheduled. While at the same time, alleviating service advisors and BDC agents from the demands of inbound service calls so they can focus on revenue-producing outbound calls and face to face consumers.”
Brooke.ai is available to consumers 24/7 and communicates in a conversational and natural way with contextual awareness and adaptive behavior, much like common DVA home devices. Brooke.ai also helps reduce issues with callers waiting on hold, a clear pain point for consumers. Xtime Schedule and Brooke.ai will work seamlessly together to create a modern service experience that exceeds consumer expectations while helping to create additional revenue opportunities for dealerships.
To help dealership partners maximize the new integration, Proactive Dealer Solutions is offering dedicated performance management for Brooke.ai at no additional cost. Xtime’s performance managers will continue to support dealers holistically to help maximize the revenue potential of their service department.
“With these solutions working together, dealerships lift their level of service to consumers, which as we know helps drive a positive customer experience, and ultimately, higher profitability in the service department,” said Monika Portman, associate vice president of product management, Cox Automotive. “The use of well integrated technology not only helps dealerships meet the needs and wants of consumers but can create greater efficiencies among dealership staff, especially at a time when labor shortages are a concern.”
Visit NADA booth #4221W to see Brooke.ai in action. To learn more visit brooke.ai/