The ability to tag keywords on calls, filter calls by keyword, and alert on keywords are all-powerful, but it’s not always obvious how you should leverage these features to realize the greatest benefits. Below are three great examples of ways to use keyword monitoring in your dealership.
Call tracking solutions have continued to mature in recent years and now offer dealers unprecedented visibility into the content of phone conversations without requiring you to listen to hours of call recordings. The ability to tag keywords on calls, filter calls by keyword, and alert on keywords are all-powerful, but it’s not always obvious how you should leverage these features to realize the greatest benefits. Below are three great examples of ways to use keyword monitoring in your dealership.
Monitor for in-demand vehicles
Have a specific model you need to move? Looking to acquire a specific used model that is in high demand? Tracking keywords on calls can help! Try setting up Keywords for the brands, specific models, and even specific trim levels that you want to focus on. You can use keyword filtering to drill down to just the calls where your customers are talking about the vehicles you are tracking. Also, consider setting up alerts on your highest-priority keywords, so you can be notified and take action quickly.
Monitor for frustrated customers
If you’ve ever dealt with an upset customer or a dispute between a customer and your agents, you know that time is of the essence to maintain a good customer relationship, save a deal, or reduce the risk of a bad CSI score. Luckily, keyword monitoring and alerts can help here too. Consider setting up keywords for common phrases that upset customers are likely to use; things like “frustrated”, “upset”, and even curse words. Add alerts to these keywords to help you proactively address issues early before they cost your dealership money and customer relationships!
Monitor staff adherence to talk tracks
Have you ever wanted to monitor what your agents are saying on calls? Call tracking insights and call summaries can help, but sometimes there are specific phrases you want your agents to say (or some you don’t want them to say). For example, you might coach your agents to always mention the name of the dealership at the beginning of the call. Or you may want them to avoid telling a customer that they can order a vehicle and instead try to sell what you have on the lot. Keywords can help here too. For these examples, consider setting up a keyword for the name of your dealership and another for key phrases like “can order”, “order it”, etc.
CallRevu offers a powerful set of keyword monitoring features, along with the best reporting platform and call insights in the industry. Talk to our Sales team today to schedule a demo and hear how we can help you get MORE from the phones.
