Kia moves to improve enquiry response times
22 March 2018
Kia is planning to roll out a new app for sales staff that will allow them to answer online customer enquires from their mobile phones.
The Europe-wide app has been developed to improve customer satisfaction by reducing the length of time it takes for retailers to answer questions about new and used cars, according to Artur Martins, Kia’s European marketing chief.
Speaking exclusively to Auto Retail Agenda, about blended retailing, Mr Martins said: “Consumers are used to shopping on Amazon and want us, as car makers, to deliver the same level of experience. The challenge is merging the digital and the physical. You have to be able to rely on the digital and you have to be able to rely on the people. We have the tools coming to make this happen.
“We are launching an app for the salesman to handle enquiries from online to the dealership. The app is coming to the UK soon.”
He added: “We are looking for a two hour target for response time.”
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