Volvo lead response time down to one hour
22 August 2018
Volvo says its retailers now respond to customer leads within one hour for 90% of the time. The result comes six months after it adopted the TrackBack CX data management system
A TrackBack spokesman said: “Whilst TrackBack help to identify areas for improving customer experiences, it’s the sharing of best practice amongst Volvo’s customer contact specialists that ultimately enable them to achieve the returns they are aiming for.
“It’s people, not processes, who sell cars. But you need to know as much as possible about your customers’ experiences as well as recognising what techniques provide the best results for customers before you can begin to improve results.”
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