Case Study: Automotive
Forging personal, unforgettable connections with luxury goods consumers
Enabling inspiring interactions with affluent, knowledgeable, European consumers using video chat and traditional contact center channels
Since launch, HGS has continued to meet the client’s goals and extend the brand. HGS is a fully fledged member of the client’s team on many levels, flexing and evolving to align with strategy and to prepare for growth. The client’s vehicles are new to the European market, but the brand is gaining momentum and HGS is building a solid foundation for a much bigger operation. The team has accomplished a lot in a few short years.
The client not only has extraordinarily high standards, they are passionate about doing things properly and professionally. This commitment extends to HGS. Visitors to the contact center are awestruck at the dedication to the brand, the positive vibe on the floor, and the high degree of investment made in all aspects. This wow-factor leaves visitors and employees feeling that “this is what a contact center should be!”
Luxury consumers have really embraced text and video chat. Chat interactions ensure immediate connectivity with a live agent, reduce international accent challenges, and enable customers to multi-task. Video chats are particularly useful for addressing complex issues and providing a highly personalized engagement.
“Rachel was absolutely great and answered all of my questions and convinced me to take a test drive! Definitely keep her and give her [a car] for Christmas! Thank you and bye!”
“Harvey was a very comprehensive and knowledgeable agent of the company. He was able to answer all my questions, and his in-depth knowledge of the brand could actually sway me away from my first choice of vehicle for myself. Well done on a wonderful looking and stylish vehicle!”