From the start of the partnership HGS was engaged to deploy chat and SMS solutions to manage initial customer contacts, answer questions, provide vehicle education, and refer customers to dealers. HGS researched and recruited for the right agent profile for this solution: tech-savvy agents, who are screened for their multi-tasking ability. With an extensive background deploying HGS TEXT and HGS CHAT for clients, HGS created an optimized digital solution at a concurrency of six contacts or three SMS and three web chat contacts per agent 24×7. This solution enables customers to start, stop, and continue their conversations without losing the history and context of the interaction.
The HGS team lost no time adjusting our solution to exceed client lead collection and scalability expectations. Within the first month, HGS Business Excellence focus led the team to analyze non-lead contacts to categorize and group; identifying root cause and implementing solutions to drive lead conversion. This included analysis and identification in problems that resulted in non-lead generation—principally customers gathering auto background before disclosing contact information. Consequently, HGS immediately structured and implemented agent scripting aims to immediately collect contact information from customers, for a more optimal lead referral to client.