Retail Automotive Support: Can Traditional Approaches Adapt?
Online automotive retail spending is expected to cross $3 billion by 2025. While online auto retailers are striving to be innovative in the shopping experience, they often overlook the fundamental support structure behind that experience. For many reasons, it’s common that the customer experience (dealer and consumer) is less than optimal leaving both underserved wondering if they need to switch retailers. The factors that create poor experience include lack of agent experience and industry knowledge, inability to optimally staff for call demands and inability to scale.
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