Manheim has launched a new out-of-hours customer service line for customers who have urgent queries about stock and other dealer enquiries in an effort to take the burden off of dealers and relieve staffing costs.
The online service, "Live Advisor Out of Hours" follows the launch of its Live Advisor and will operate between four and ten pm seven days a week, and is designed to appeal to customers who want an instant stock response, claim Manheim.
They presented data from the Market Research Society that showed that 42% of web traffic is between the hours that the new service.
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Manheim also emphasised the importance of being able to deal with an online query by stating the Google findings that 75% of all vehicle purchases were initiated online.
The service allows a customer to talk to a vehicle expert online, who will offer advice on their purchasing decisions. This conversation is then turned into a transcribed report with follow up notes for the dealers.
Only those conversations which end in a sale will be charged to the dealership, said Manheim.
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