Car Dealerships in Quebec Missed 10+ MILLION Calls in 2023 - It's time for a change

• Throughout 2023, the Talksoon platform received and processed 120,000+ missed calls placed to 40+ dealerships it services in Quebec, offering a rich dataset to analyze.
• The highest number of missed calls occurred in Q4/2023, coinciding neatly with the bustling fall "tire season" and reflecting a strong rise in car sales.
• The service department accounts for almost 60% of missed calls, underscoring a massive potential for efficiency gains and increased service revenue. While missed calls in sales represent about 18% of all missed calls, the economic penalty of missing these calls is exponentially greater.
• The busiest days for missed calls are Mondays and Tuesdays. Together, they account for 45% of all missed calls. The hottest period is Monday morning, pointing to the importance of strategically planning staff schedules to meet customer demand during these peak times.
• Voicemails are relics and today's customers expect more; dealerships must recognize that each missed call is a potential business opportunity waiting to be harvested.

Canadian Car Sales Boomed in 2023

In 2023, the Canadian automotive industry experienced a significant resurgence, marking largest year-over-year sales increase since 1997.

According to a report by DesRosiers Automotive Consultants, auto sales jumped 11.8% this year, driven by a combination of improved vehicle supply and pent-up demand from the pandemic. Notably, the year concluded with a robust 10.7% increase in December sales, capping 14 consecutive months of growth.

Call Patterns in the Auto Industry Presents Unique Challenges

Talksoon's analysis of the 120,000+ missed calls it handled for Quebec car dealerships last year confirms seasonality trends in the industry driven by calls to the service department during both tire seasons.

The service department consistently misses almost twice as many calls as the sales department throughout the year, indicating a strong, ongoing demand for service-related inquiries, on top of seasonal fluctuations.

The story of 2023 unfolds a bit differently in the sales department. While the volume of missed calls is lower than for the service department, each ring carries substantial weight. With a steady, unyielding demand echoing throughout the year, every missed sales call in this sector is not just a dropped call – it's a dropped opportunity.

For dealerships, this is a wake-up call to revamp their approach to sales communications. The key lies in transforming the way sales calls are managed, ensuring a responsive and engaging customer service that not only captures every call but also capitalizes on the lucrative opportunities they present.

These insights emphasize the need for dealerships to tailor their customer service strategies. While preparing for the predictable influx during tire seasons is vital, maintaining a vigilant and responsive approach to sales inquiries throughout the year is equally crucial. Ensuring that each customer call, be it for service or sales, is captured and effectively managed, is key to maximizing business opportunities and driving profitability.

Weekly Trends in Missed Calls

Our analysis highlights Mondays, Tuesdays, and Fridays as peak days, accounting for 60% of missed calls, with a notable surge during the morning hours on Mondays (8 AM to 11 AM).

A significant additional insight is the lunchtime peak, where a large volume of calls is missed within just one hour. This time is critical as customers often try to make inquiries during their break, and missing these calls can mean missed opportunities.

Furthermore, there's a significant chunk (almost 10%!!) of calls that are missed outside of regular hours. They should not be forgotten! Dealerships should strive to convert these into business opportunities, ensuring that even when the doors are closed, they are still actively engaging and capturing customer interest.

Double-Click on Missed Call Drivers per Department

We've already established that calls to the Service department represents the lion's share of missed calls for dealerships, but diving deeper into the details reveals a crucial aspect of these interactions. Predominantly, these missed calls are service appointment requests, which highlights a significant gap in how dealerships currently handle customer communications.

Addressing this missed call trend is not just about improving response rates; it's about revolutionizing the way dealerships interact with their customers. And let's face it: fully online, autonomous service appointment booking isn't the complete answer. There will always be a need for that personal touch, for customers to call in and describe that weird, unidentifiable sound their car is making – "It's kind of like a whir, whir, then a clunk!!, y'know?"

The high volume of missed calls for service appointments signals a need for dealerships to reevaluate and enhance their call management systems. Instead of letting these potential service appointments slip through the cracks, there's an opportunity to capture and convert these calls into confirmed bookings and satisfied customers.

By focusing on more efficient and responsive call handling methods, dealerships can turn what was once a point of frustration for both staff and customers into a streamlined, positive experience. ― Benoit Archambault , CEO Talksoon.com

This approach goes beyond mere customer service; it's about transforming missed calls into meaningful engagement opportunities, ensuring that every call is valued and every customer need is addressed promptly. For dealerships, the real revolution lies in harvesting the potential of each missed call, turning a challenge into a chance to excel in customer relations and business growth.

Where to Start? Turn Missed Calls into Opportunities with Talksoon

In the fast-paced Quebec automotive industry, every missed call is a missed chance at both revenue and customer satisfaction.

At Talksoon, we ensure that no inbound call dives into the voicemail abyss, especially during that lunchtime rush — when everyone's trying to sneak in a quick call along with their sandwich — we're there to catch those calls and turn them into business opportunities.

Think about it: with Talksoon's technology touching base automatically with every missed caller, your business isn't just revving up its efficiency; it's turbocharging customer satisfaction and keeping those potential deals hotter than a summer tire sale.

Make every call count with Talksoon!

About Talksoon

At Talksoon, we recognize that every call matters in the realm of customer service and sales. Our innovative system seamlessly integrates with your existing phone setup, ensuring that no call is ever lost. Our technology is tailored to keep your business top of class, converting each missed call into a potential sale or service appointment.

Our services include:

• Dynamic Call Management: We capture and log every call, whether it's the busiest hour of the day or after hours, ensuring that your business is always responsive.
• Engaging Customer Interaction: Through SMS prompts and an interactive conversational interface, we engage customers instantly, logging and nurturing each lead in order to increase sales conversion ratios.
• Efficiency in Service Departments: With a high volume of missed calls in service appointments, Talksoon's callback scheduling feature alleviates staff workload, elevates customer satisfaction, and drives enhanced service revenues.

By choosing Talksoon, you're not just enhancing your call response rate; you're revolutionizing your customer service approach and tapping into a well of business growth potential. Don't let another call - and opportunity - slip away. Join us at Talksoon and make every call count towards your dealership's success.

Contact

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