How Talksoon Helped Chomedey Hyundai Transform Their Calling Experience

In the competitive landscape of the Canadian automotive industry, Chomedey Hyundai stands out not only for its exceptional vehicle offerings but also for its commitment to unparalleled customer service. However, achieving this standard did not come without its challenges. The dealership grappled with significant communication hurdles, from a lack of visibility into call metrics to inefficient call management systems, which threatened to compromise its service quality and customer satisfaction.

Recognizing the critical need for a comprehensive solution, Chomedey Hyundai embarked on a transformative journey with Talksoon.com .

The Challenge

The dealership struggled with several key issues:

• No insights into missed calls due to inadequate reporting.
• Loss of caller IDs affecting customer callbacks and CRM entries.
• Suspected high volume of missed calls by the receptionist with no data to confirm.
• Lack of an IVR system leading to calls going straight to voicemail.
• Difficulty managing the volume of calls, especially for the service department.
• Limited website visitor interaction without filling out a lead form.
• A need to enhance online service appointment bookings.

The Solution

• An IVR system was introduced to manage calls when receptionists were unavailable.
• Optimizations to the IVR for after-hours.
• Implementation of Talksoon across reception, sales, and service departments to replace the voicemail and address missed calls effectively.
• Promotion of online service appointment bookings for missed calls in the service department.
• Integration with Activix CRM for seamless lead management in the sales department.
• Introduction of the Talksoon Widget on their website, enabling easy contact via calls and SMS for website visitors.

Results

• Generation of over 325 qualified leads for the sales department.
• A 83% reduction in missed calls by the reception.
• A 55% increase in online appointments for the service department.
• Enhanced efficiency in handling voicemails and overall service department performance.
• Comprehensive reporting on missed calls provided invaluable insights for continuous improvement in customer calling experiences.

Guillaume Breton , head of the service department at Chomedey Hyundai, praised the efficiency gains and the increase in online service appointments.

"Talksoon has revolutionized how we manage our calls and appointments. The improvement in our team's efficiency and the boost in online bookings are beyond what we envisioned."

Marc-Olivier Richard, CPA , General Manager of Chomedey Hyundai, lauded the reporting capabilities of Talksoon.

"The detailed reports from Talksoon are a game-changer. They allow us to monitor our call handling processes closely and make informed decisions to enhance our customer's calling experience continuously."

Chomedey Hyundai's collaboration with Talksoon has significantly improved their customer engagement strategy, leading to increased leads, reduced missed calls, and heightened efficiency across departments. This case study underscores the transformative potential of innovative solutions like Talksoon in optimizing communication processes and elevating customer service standards within the automotive dealership sector.