Future proof your customer experience in the electric vehicle (EV) era

Future proof your customer experience in the electric vehicle (EV) era

29th July 2022 · Arvato · News

David Morton, Sales & Solutions Director at ArvatoConnect spoke to AM Online about how consistent, personalised customer experience will be the linchpin in ensuring the automotive industry can successfully support drivers on their electric vehicle (EV) journey.  

The key will be to marry expert vehicle knowledge with relevant, insightful data-led customer service solutions that pull together the huge volumes of information drivers provide.

From a maintenance perspective, EVs are quite literally wired to continuously generate data on vehicle health, from tyre pressure and engine temperature to air con faults and battery life. They also collect information on drivers, capturing data on media preferences, favourite locations, energy use and even driving patterns and behaviour.

In this piece, David outlines the three key benefits that can be achieved by bringing these vital ingredients together to provide premium personalised experiences for drivers. The first is hyper-personalisation:

Our platforms use artificial intelligence (AI) technology to collate and analyse data continually from every touchpoint to create a 360-degree view of the customer. 

It continually updates driver profiles with the latest information to provide customer service representatives with a complete, real-time picture of the driver and vehicle on a single platform, meaning businesses can make hyper-personalised recommendations and have more meaningful, targeted communication with customers.

David then goes on to explain how the technology enables that data to be shared across every interaction channel, from mobile apps to self-service chatbots:

No matter how a driver wants to interact or communicate with you, they can receive the same personal treatment and seamless resolution of issues without the need to repeat information.

It will mean firms across the sector, from retailers to lease providers, can build a conversation beyond the initial purchase and connect with their customers more regularly.

As vehicle technology becomes more complex and is new to many drivers, customers will expect the representatives they engage with to have a detailed knowledge of their car or van and be able to provide accurate and clear guidance quickly and where possible proactively. A commuter having problems with connecting to a charging point, for example, will not have time to wait.

For many it will be a step into the unknown, and drivers will require a new level of support from both manufacturers and the service providers they use.

You can read David’s full article here. To learn more about how our solutions can help your business as we transition towards an electric future, contact our team by emailing CRMSE@arvatoconnect.co.uk.

Comments are closed.