Author: Josh Iverson, CSM II

Hey there, Truck Pros!

Welcome back to "The CSM Corner"! This month, we're excited to dive into a powerful new tool that will revolutionize how you understand and optimize your phone interactions: enhanced call data analysis.

The Evolution of Call Tracking

For years, we've provided call tracking to help you understand the volume of calls coming through your Work Truck Solutions numbers. However, we're taking this a step further.

We've implemented cutting-edge AI technology to analyze the context of your calls, providing much deeper insights than basic keyword spotting.

What Does This Mean for You?

Instead of just knowing that a call came in, you can now understand what that call was about. The AI categorizes calls into meaningful categories, including:

• Sales Lead: Clear intent expressed by the caller to inquire about purchasing a vehicle.

• Super Lead: A sales lead where the caller specifically mentions needing multiple vehicles - obviously a high-value opportunity.

• Sales Follow-up: Someone calling back regarding an ongoing sales discussion.

• Dealer Trade: Calls specifically about facilitating a dealer trade.

• Service Call: Inquiries related to the service department.

• Abandoned Call: Calls where the caller hangs up after the call is answered (by a person or system) but before a meaningful conversation happens, often within the first 15 seconds. We started specifically categorizing these shorter abandons around the end of March/start of April.

• Unanswered Call: Calls that ring but are never picked up by your dealership.

• Busy Signal/Mailbox Full: We can even flag calls that hit a busy signal or a full voicemail box, indicating potential phone line or capacity issues.

• Other: General inquiries, wrong numbers, spam, etc.

Unlocking Powerful Insights

This enhanced data empowers you to:

• Optimize Call Handling: Identify issues like long ring times, frustrating phone trees, or high abandoned call rates that may be costing you leads.

• Refine Lead Evaluation: Gain a clearer picture of the quality of your phone leads and calculate your true ROI from Work Truck Solutions.

• Proactively Address Issues: Detect problems like busy signals or full mailboxes promptly, minimizing lost opportunities.

• Improve Customer Experience: Streamline your call handling to provide a better, faster experience for your commercial buyers, who often don't have time to waste.

Accessing the Data

All this valuable information is available in a new, detailed report. It allows us to filter by date (keeping in mind full categorization started around April 1st), by source (like your WTS site vs. Comvoy vs. OEM locator), and by these specific call categories.

The report provides summaries of why a call was categorized a certain way, a brief synopsis of the call, and even direct links to the audio recordings, so we can easily investigate patterns or specific instances together. We can also export this data if needed.

We Want Your Feedback!

This new call data analysis tool is designed to empower your dealership. To ensure it meets your needs, we'd love to hear your feedback.

Call Data Update Feedback Form

Please take a few moments to share your thoughts and questions about the new call data updates. Your input is invaluable as we continue to refine and improve this feature.