This week we talk to Natalia who works for Drivim and tells us about her experience with Lead2Team. Drivim is a group of Official Dealers and Workshops that represents leading brands in the automotive sector, such as Citroën, Opel, DS Automobiles, among others. Hello ...
Hi Natalia, thank you for having us, could you explain what role you have in Drivim??
A pleasure to be with you!
I work in the marketing department at Drivim. I'm focused on customer experience, so my goal is to make your customer experience with us a fantastic one..
What sparked your interest in Lead2Team?
We saw the Lead2Team Widget installed on another company's web site and We really liked the interface and what it conveyed to the customer. It facilitates contact with the sales or after-sales representative.This helps us to humanize the user's experience when browsing our website and needing advice on buying a car or leasing a car.
“It facilitates the contact with the sales or after-sales commercial. So it helps us to humanize the web.“
How has using this new form of customer contact helped you?
At Drivim we made a very strong digital bet years ago and we like to keep up to date with new technologies to serve our customers.
At Covid, we have strengthened our online sales to offer the maximum of facilities to our consumers and to generate confidence in the digital space. we saw the need to implement a tool that would allow us to give visibility to the sales team.
For us Lead2Team is to elevate digital communication to give warmth to the customer. In the end, it is to achieve that the customer feels equally supported whether the purchase is made physically or online.
“Lead2Team es elevar la comunicación digital para dar calidez al cliente.”
How do you use it?
We have installed the widget on our rent a car pages and the workshop or vehicle appraisal sections, to see the impact it has on departments beyond sales and on lead generation landings.
It has been very fast to installand it gives us a lot of flexibility. We can adjust it to our needs, change consultants, customize departments, play with the contact channels to see how our customers respond.
It is perfect to complement our marketing strategy.
What do you like the most?
I like that it is such a versatile tool. It's several widgets in one, because it allows you to create teams and filter to show on each page a different team. For example, if you are on the workshop page, you will only see the workshop department. I find this very useful, to show the customer only what brings value to him.
And the leads we receive are much more personal. When a user leaves his data in a form that he doesn't know who will receive it or who will attend him, he tends to write in a cold way.
Now, however, how can they contact a salesperson, we receive much closer messages, of the type: "Manuel! What a surprise to see you here, years ago you helped me in the purchase of a car. Now I'm looking for a new vehicle for my son."
To be able to generate these relationships through a computer screen seems spectacular to me.
"When a person fills out an impersonal form they have a tendency to write in a cold way. Now, however, we receive messages that are much more relatable..”
What type of people do you think benefit most from Lead2Team?
Our customers, no doubt.
For them it is easier than ever to contact us, and also on channels they use on a daily basis such as WhatsApp.
And this allows them to have a lot of freedom, at the end of the day the customer wants to contact a company but also get on with their life. You don't force them to wait for an answer in a chat window.
"At the end of the day the customer wants to be able to make contact but also get on with their life. You don't force him to stay waiting for an answer in a chat window."
