In the auto parts industry, a large number of inquiries are still made by telephone.
This forces companies to oversize their customer service departments with staff to respond to the highest possible number of phone calls.
To solve this problem, more and more companies are implementing online catalogues and/or webshops to help reduce the volume of incoming calls.
In this article, we wanted to analyze the volumes of searches received by these electronic systems, during business hours, depending on company size.
We can see it in the table below:
If we take into account that, at certain times, the volume of searches doubles or even triples the average amount, we can easily see that the quantity of staff we’d need to answer all these inquiries by phone would be totally unsustainable.
Therefore, the vital importance of search engines today is more than evident, as they allow us to provide our customers with an agile service and simultaneously reduce the workload all these phone inquiries would generate.
But have you ever wondered what quality of service is provided by your company’s search engines? Did you know that, on average, 20% of your clients’ searches don’t bring up results? This occurs either because the format of the reference introduced is not recognized in your database or rather because there is no equivalence with the product you have in the warehouse.
In the best-case scenario, these fruitless online searches then generate phone calls we have to attend to, but the greatest risk is that the client will jump to another site.
Today, we have the technology to analyze the quality of service offered by your search engines and improve it automatically.