AN innovative service has been launched by the Chorley Group that aims to make life easier for customers to choose and buy their car online.
The group, which has 10 dealerships across the north-west of England, has introduced a digital response team that promises to answer inquiries on Facebook, Twitter and the company’s website within three minutes.
Operating from 9am to 11pm, seven days a week, the team – headed up by Rachel Sharples and Joanne Mount – will answer questions, arrange test drives and offer video presentations to help buyers make an informed decision about a car whether they’re at home or out and about.
Sales director Adam Turner said: ‘Car buying is changing and we wanted to make sure we could offer the same high-quality customer service we provide in our dealerships to our online customers. That means being able to provide a rapid online response to queries at a time that’s convenient to potential buyers.
‘Our customers are really taken aback that they get a reply and conversation at a time that suits them. We have to make sure we continue to evolve and offer consumers what they want so we can remain at the forefront of the car sales market.’
Its next step will be to introduce a WhatsApp service for customers to use for instant replies to queries.
The new service also has benefits for Chorley Group’s employees, added Turner. ‘We’re a family firm and our staff are members of that extended family. We strive to create a work environment which supports our staff and helps them give their best.
‘Rachel and Joanne both come from a background in sales and fleet within Chorley Group and wanted to have a better work-life balance with hours that work around their family commitments.
‘Being part of the digital response team has given them the ideal role, making the most of their skills and knowledge but offering a flexible working pattern that fits in with family life.’
Pictured at top from left are Rachel Sharples, Adam Turner and Joanne Mount
On WorkshopMagazine.co.uk: Eden Tyres & Servicing signs up to Motor Ombudsman’s code