How the Automotive Industry Achieves Digital Transformation in Marketing Services

Article Summary：Marketing services play a crucial role throughout the product lifecycle and are key drivers of digital transformation. With the empowerment of digital technologies, businesses in the automotive sector are actively exploring the path of digital transformation, with marketing digitization being a top priority.

The Digital Wave is Profoundly Influencing the Transformation of the Automotive Sector

With the rapid development of the digital economy and advancements in technologies such as AI, 5G, big data and cloud computing, traditional industries are accelerating their digital transformation efforts, and the automotive industry is undergoing a significant transformation towards digitalization in marketing services.

Marketing services play a crucial role throughout the product lifecycle and are key drivers of digital transformation. With the empowerment of digital technologies, businesses in the automotive sector are actively exploring the path of digital transformation, with marketing digitization being a top priority.

The Advent of New Marketing Services

Traditional marketing models in the automotive industry are gradually evolving. The concept of "brand experience stores" is emerging as a new space for the survival and development of automotive products and services. Companies aim to shift from a "product-centric" approach to a "customer-centric" approach in order to successfully navigate the wave of digital transformation in the automotive industry.

To fully tap into the value of marketing service data and build competitive advantages, automotive companies must face challenges head-on and actively integrate AI and other technological capabilities with industry.

As a leading provider of AI-driven marketing service solutions, Udesk has developed an integrated solution, such as AI Chatbot, Voice Chatbot, Call Cener, Ticketing, etc. These solutions help automotive companies build a comprehensive management system for marketing services across all scenarios.

From the Marketing Perspective

Profile collection and data analysis

During the communication process, the AI ​​robot generates user profiles intelligently based on customer intentions such as car series and car purchase budget. These profiles are displayed in real-time throughout the entire customer lifecycle. During this period, the system also judges sales capability attributes based on factors such as whether a test drive is scheduled, whether a visit to the store is arranged, and whether inquiries about licensing are made. Headquarters of the automotive company can remotely view sales funnels, customer satisfaction, customer needs, and other data at various stages online. Based on user profiles and call data, precise marketing and automated push notifications can be executed to assist the company in completing overall intelligent marketing.

From the Service Perspective

Multi-channel reception by robot customer service

Udesk’s AI Chatbot and Voice Chatbot enable a 24/7 uninterrupted online customer service mode to answer customer queries at any time. In the initial stages of customer service, basic questions are addressed to provide customers with a preliminary understanding of product data. Through API interfaces, the customer service system is seamlessly integrated with the official website, WeChat, Weibo, and other channels to provide consultation, complaint handling, and follow-up services across all channels without missing any customer.

Client Case Study: Lincoln X Udesk

Lincoln is a luxury car brand under the famous American automobile company Ford, which encountered some difficulties in its service development.

Client Requirements:

Establishment of Automotive Supplies Mall Service System: Create an online store for Lincoln automotive products, integrating both online and offline services to form a comprehensive marketing and after-sales service system.

Development of AI Service System: Implement an intelligent after-sales service system to handle a large volume of inquiries and repetitive tasks efficiently, thereby enhancing service quality and reducing labor costs.

Solution:

Lincoln Automotive integrated with Udesk's Call Center and linked it to 400 customer service hotline. When customers call, the Udesk call system automatically pops up their basic information and displays all service records, enabling customer service representatives to quickly understand their situation and enhance service quality.

Lincoln Automotive utilized Udesk's IM online feature to integrate online service channels. Udesk integrated the app and micro mall customer service into its platform, allowing representatives to receive and promptly respond to user messages from all channels, greatly improving efficiency and enhancing customer experience.

Lincoln Automotive incorporated Udesk AI Chatbot to create an intelligent service system. By binding the micro mall and app to the Udesk AI Chatbot, Lincoln can address a large volume of standard and repetitive inquiries, reducing the workload of customer service representatives. Moreover, the Udesk AI Chatbot offers multiple ways to transfer to human agents, facilitating quick transitions for customers.

Experience Economy Emergence: Empowering Marketing Services for Success Growth

Within the automotive industry, there's a noticeable growth in brand and service demands. User needs are shifting from tangible physical requirements to intangible experiential ones. Brand reputation increasingly influences purchasing decisions, prompting many brands to focus on customer experience and user management.

Simultaneously, traditional automotive after-sales networks and services suffer from various pain points such as long waiting times, delayed delivery, and slow response to inquiries, resulting in cumbersome and often criticized experiences. Digital technology-enhanced after-sales services aim to provide consumers with smooth experiences and shape corporate reputations.

Udesk Intelligent Customer System heralds a new era of customer service excellence and efficiency. By seamlessly integrating AI technology with personalized human interaction, it empowers businesses to provide unparalleled support to their customers. As industries continue to evolve in the digital age, Udesk remains at the forefront, driving innovation and redefining the standards of customer care.

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