The automotive industry has always been a competitive market.

With the evolution of technology and the buying process, the competition has grown fierce. Whether you sell vehicles, manufacture them, perform routine maintenance, supply the parts or fix those dents from unexpected moments, you must set your organization and brand apart from the competition. Managing your omnichannel approach to customer experience is how you get there. EliteCXS is here to help you on this journey with:

       Mystery Shopping, Video Mystery Shopping, Onsite Audits, Customer Survey, TrueVoiceCX Reputation Management,

Competitive Benchmarking & Employee Engagement

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Dealership Sales

With 86% of buyers beginning their new vehicle search online, the customer journey is more important than ever. TrueVoiceCX reputation management ensures your online presence is positive, widely broadcasted and consistent. Once a customer arrives at your dealership, they have high expectations and a short attention span. EliteCXS’ mystery shopping and video mystery shopping solutions are designed to drive higher close rates and profitability through active measurement of dealership staff and their execution against the ideal new-vehicle sales process.

Dealership Service

Once a customer has purchased a new vehicle from your dealership, maintaining an ongoing relationship with that customer is critical. Regular maintenance and vehicle service is a primary method of accomplishing this. How well this service is perceived will determine whether you lose the customer to your competition or gain a delighted customer for life. Our TrueVoiceCX solution is designed to keep a finger on the pulse of each customer and your competition. EliteCXS’ mystery shopping and video mystery shopping solutions are designed to ensure your service standards and customer experience are met through active measurement of service staff and their execution against the ideal service process.

Automotive Manufacturers

Are your dealerships effectively maintaining compliance with your brand standards? Are they properly promoting the brand experience or diminishing it with your customer base? Are new product/POP rollouts being effectively managed? EliteCXS’ mystery shopping, video mystery shopping and onsite audit solutions are designed to ensure your brand standards are met through active measurement of dealership staff and their execution of key brand processes. Our TrueVoiceCX solution will ensure awareness of customer and impressions against your competition and effectively manage online customer sentiment.

Internet Dealer Sales

On average, customers spend 59% of their vehicle purchase experience online. In today’s gig economy, internet car sales will only continue to grow. Ensuring and maintaining a strong, consistent web presence is more critical today than ever before. Our TrueVoiceCX solution helps you drive and populate positive reviews, maintain consistency across all listing sites, real-time mobile customer chat and staying on top of your competition through competitive benchmarking. EliteCXS’ web inquiry and telephone-based mystery shopping solutions are designed to ensure your brand standards are met through active measurement of website and internet staff and their execution of key brand processes. Our web design team can perform analytics and check-ups to ensure your website is running at optimal performance.

Aftermarket Parts Providers

The aftermarket retail landscape is in a state of constant change and reinvention. Internet-based retailers are changing the way customers shop by providing a more convenient and efficient shopping experience. This is evidenced by the many traditional brick and mortar retailers closing underperforming stores or closing completely. With this said, customers are beginning to miss and yearn for the human face-to-face interaction that is missing from pure online purchases. Online retailors realize this too as they are beginning to open storefronts to provide this level of interaction. The customers of today do not want to be satisfied, they expect to be delighted.  The most perceptive and successful retailers know that the way to survive is through the experience they provide both online and in person. Through a combination of EliteCXS’ mystery shopping programs and our TrueVoiceCX solution, we will help you stay ahead of your competition and deliver a level of customer experience that will delight and create customers for life.

Aftermarket Service Providers

The competitive landscape of aftermarket service is fierce. Customers have many options to chose from when it comes to getting their vehicles serviced. While price and location can be factors, studies have shown that trust and a superior overall customer experience are the key drivers for who customers chose. Make each interaction a delightful experience and they will become customers for life. Our TrueVoiceCX reputation management ensures your online presence is positive, widely broadcasted and consistent. EliteCXS’ mystery shopping, video mystery shopping and onsite audit solutions are designed to maintain brand standards and measure the customer experience quality executed by your staff.

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