LINCOLN x Udesk: How can century-old luxury car brands enhance the customer experience?

Article Summary：Udesk’s intelligent customer experience solution provides digital tools and platforms, understanding user needs, and helping companies to identify and solve problems, working together to create a better customer experience for consumers.

Lincoln, a high-end luxury car brand under the Ford Motor Company, entered the Chinese market in 2014, offering a unique car ownership experience to over 200,000 owners through exceptional products and a customer-centric “Lincoln Way” service philosophy.

As the business expands, the “Lincoln Way” service philosophy is reshaping people’s perception of the brand. In the era of the experience economy in the automotive industry, providing an exceptional customer experience has become crucial for enhancing the core competitiveness of enterprises and presents a significant challenge for business managers.

In the traditional car sales model, cars used to move from the manufacturer to the general agent to the regional distributor to the 4S store, dominating the car sales channel in China for a considerable period. With the rise of new technologies, especially the internet, car purchasing behavior has shifted. Consumers now use internet search engines, website forums, car manufacturer websites, car dealer websites, and social media as essential channels for obtaining information during the car purchasing process. These online channels significantly influence consumers’ car purchasing decisions. Car dealerships are increasingly becoming places where customers form basic brand intentions, experience products, and complete transactions. Therefore, car companies must consider how to leverage various emerging online media to expand their influence on customer purchasing decisions, increase their capture of sales opportunities, and emphasize the improvement of customer service experiences.

Understanding the importance of experience, the Lincoln brand has long been proactive in promoting a “service-oriented” approach, initiating the well-known “Lincoln Way.” This commitment prioritizes users and their needs, providing a service experience that is consistent and comprehensive, from online to offline, allowing consumers to experience a complete car ownership lifestyle.

Lincoln Motors has partnered with Udesk to enhance online customer experience, streamline service processes, and improve customer issue resolution rates and satisfaction, aiming for continuous improvement.

The Udesk’s online customer service system, embedded in the WeChat mini-program, provides customers with product inquiries, online consultations, after-sales services, and more. By integrating both human and automated capabilities, as well as fundamental organizational, process, and technological platform integration capabilities, it aims to unify the brand’s multiple channels to provide high-quality customer experiences across all channels. This not only expands consumer choices but also greatly increases consumer touchpoints.

The ticketing system records customer feedback, complaints, inquiries, and handling situations, helping Lincoln not to miss any issues or business opportunities. If a customer’s after-sales issue is received, it can also be efficiently transferred to the after-sales department through online customer service. Internally, it facilitates the flow of tickets between various departments, aiming to improve customer satisfaction. Lincoln continues to improve its after-sales service with the goal of truly increasing customer satisfaction in service.

The Udesk’s robot responds to customer needs quickly 24 hours a day, answering questions in real-time and achieving automatic replies to routine customer questions, ensuring timely feedback to customers while saving customer service time and energy. This allows customer service to focus on solving difficult problems, greatly improving user satisfaction.

Additionally, the Udesk robot can intelligently assist agents in answering user questions online, preventing customer dissatisfaction or complaints caused by long waiting times. It can automatically suggest the best solutions based on business keywords in the conversation, guiding agents to correctly answer customer questions, reducing customer wait times, and enhancing the overall customer service experience.

In this customer-centric era, companies need to understand human needs, tailor their service systems based on user needs, provide personalized and differentiated services, and have the ability to operate with precision.

Lincoln insists that service itself is an integral part of the brand, providing consumers with a personalized car experience, from car selection and purchase to differentiated after-sales service. This is the core value of the Lincoln way.

Udesk’s intelligent customer experience solution provides digital tools and platforms, understanding user needs, and helping companies to identify and solve problems, working together to create a better customer experience for consumers.

》》Take our products for a spin—for free—to see how it can work for your business.

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/lincoln-x-udesk-how-can-century-old-luxury-car-brands-enhance-the-customer-experience.html