New Arvato paper – ‘The ultimate guide to social media customer service for automotive brands’
We’ve published a report providing tips and strategies to help automotive manufacturers fine tune their customer service via social media to improve the customer experience, maximise brand loyalty and grow market share.
Automotive companies were early adopters of social media. But where they have been in pole position for promoting their brands through social media, they have been slow off the mark for realising its full potential as a channel for customer service.
Did you know?
- 71% of consumers who have had a positive social media customer service experience are likely to recommend the brand to others
- Customers expect an answer to a social media request within 30 minutes
- But in the automotive sector, customers have to wait up to 48 hours on average for a response
- And often the answer doesn’t contain all the information they need!
To ensure automotive manufacturers don’t get left in the slow lane when it comes to customer service on social media, our guide includes:
- The latest data on social media activity in the automotive sector
- Real-life scenarios showing how brands can respond to customer service enquiries via social media in the right way
- Ten key tips to get social media customer service motoring
Estelle Wienk, Global Social Media Consultant, Arvato CRM said, “For an effective presence in social media, marketing by itself is not enough – it has to be combined with excellent customer service”
You can get your free copy of our new ultimate guide here.
Arvato explores the future of automation at London customer service summit
On the 25th April, we held our second Arvato Talks event ‘Customer service in the age of automation’, at the Blue Fin Venue in Southwark, London. The conference brought together customer experience experts and industry thought leaders to discuss how robotic process automation (RPA), chatbots and artificial intelligence (AI) will transform customer interactions.
The day aimed to help attendees get a better understanding of automation and learn how the technologies will evolve in a customer service setting over the next decade. In addition, it provided an insight into how to take advantage of the benefits on offer.
Hosted in partnership with the UK Contact Centre Forum (UKCCF), technology experts from Arvato, PegaSystems and ISG outlined their perspectives on the applications of automation and showcased a series of best practice examples of it working in action. They also provided guidance on how brands can integrate the technology to enhance their own customer experience offerings.
David Morton, Sales and Solutions Director, CRM Solutions, Arvato UK & Ireland, said: “Automation is going to bring about a revolution in service delivery, radically changing the way brands and consumers interact with each other forever. As the development of this technology accelerates, the benefits on offer will only continue to expand.
“In this environment, the role of the human agent will become even more important. The customer service representative of the future will work with automated systems to deliver a whole new level of personalisation in customer experience, and those who get this right will be able to steal a march on the competition. Thanks to all of our attendees and we look forward to the next event in our ArvatoTalks series.”
If you’re interested in the topics we discussed at this event around how new technologies are transforming the customer experience and the evolving role of the customer service representative, you can download our free white paper here and find more articles about them on our new Future Customer hub here.
We also hope that you enjoy this short video which summarises the event and what our expert speakers and clients thought of the day.
Arvato named UK top performer by the Global Sourcing Association
The industry body recognised us for our position as a leading customer service provider to a number of global brands and an established provider of front and back office services to the UK public sector.
The GSA’s UK Top Performer Index celebrates organisations that have delivered exceptional results for their businesses and partners, and contributed to the positive reputation of outsourcing in the UK and globally.
Arvato was chosen by the GSA following a rigorous evaluation process based on the measurement of client satisfaction, commercial success and industry reputation.
Debra Maxwell, CEO, CRM Solutions UK & Ireland, Arvato, said: “This recognition from the GSA is testament to our strong reputation as a key strategic partner to the UK’s private and public sectors. The Top Performer Index illustrates the vibrancy and strength of the industry and despite the headwinds currently facing the sector, we’re seeing strong appetite from businesses to work with outsourcing partners to deliver expertise for key operational areas such as customer services.”
“Arvato was chosen as a GSA UK Top Performer due to its excellent record of delivering value and excellence in sourcing partnerships; the overwhelming support for Arvato from the industry poll made them impossible to leave off this illustrious list,” said Kerry Hallard, CEO, GSA UK.
The full list of Top Performers was announced at the GSA’s Annual Dinner and Professional Awards Ceremony, held at the Hilton Hotel in Manchester on the 24th May.
Did you know?
22 car manufacturers
Globally, we work with 22 car manufacturers across their customer journey
Our average client relationship spans more than 15 years
10,000 customer contacts
We handled over 10,000 customer contacts for a leading high street retailer on Black Friday, with answer rates of 97.6% for online and 98.6% for in-store customers
Arvato UK & Ireland and Bertelsmann news
Shopmatic and Arvato partner to help sellers take their businesses online
The Singapore-based technology company has enlisted Arvato’s expertise in scaling their customer service in preparation for global e-commerce expansion.
Arvato CRM Solutions named as ‘Leader’ in global analyst reports
Arvato CRM Solutions has been named as a Leader for the second consecutive year, in an in-depth report from research and consulting firm Everest Group.