The Context - A Quest for Excellence in Customer Service

At Volkswagen Lauzon Blainville, excellence in customer service is a serious matter. Pascal Léveillé, the passionate general manager, knew that to satisfy demanding customers, they needed to improve call management. The challenge was to ensure flawless call tracking while maintaining a top-notch customer relationship. Although their phone system was functional, it did not provide a detailed overview of call management. Moreover, in their quest to enhance the customer experience, they aspired to better direct interaction, including integrating SMS communication on their website. Their concurrent use of CRM systems Activix and SERTI for appointment scheduling provided a strong foundation for deeper integration with an external solution. This is where Talksoon came into play, promising a solution that met their expectations.

The Solution - Talksoon, Beyond a Simple Tracking Tool

Talksoon was integrated into all departments and with every employee, ensuring comprehensive coverage and optimized usage. This integration allowed for the creation of a customized dashboard, enabling managers to track missed calls accurately by department. Furthermore, the introduction of the Talksoon Widget on their website paved the way for direct SMS communication with customers, enriching the online interaction.

The traceability of missed calls proved to be a major asset. No opportunity slipped through the cracks anymore. Additionally, Talksoon's seamless integration with their CRM Activix facilitated follow-ups and appointment scheduling. Talksoon was not just a tool; it was a strategic partner in optimizing their tracking process.

The Results - Enhanced Efficiency and Increased Customer Satisfaction

Pascal Léveillé attests,

"With Talksoon, we revolutionized our call management. Our efficiency has significantly improved, and we've witnessed a remarkable increase in customer satisfaction. The ability to never leave a call unanswered allowed us to strengthen our customers' trust and enhance our brand image."

In a nutshell, here are the significant changes post-implementation:

• Improved customer satisfaction: A clear preference for SMS over voicemail.

• Increased sales: Record vehicle sales post-implementation.

• Enhanced web engagement: More interactions with website visitors.

• More online appointments: A significant increase in online appointment bookings for the service department.

• Efficient customer interaction management: Reduced follow-up calls thanks to SMS.

• Real-time tracking: Improved traceability for all missed calls.

Conclusion - A Winning Combination for Unparalleled Customer Service.

Volkswagen Lauzon Blainville's experience perfectly illustrates how the intelligent integration of missed call tracking technology can transform a business. Do you want to experience the same transformation? Discover how Talksoon can revolutionize your call management, efficiency, and customer satisfaction.