ActivEngage Managed Messaging with a Live, Dedicated Support Team!

[BrendanHirstAE]

With ActivEngage's Managed, Co-Managed, and Self-Managed Messaging, you're getting so much more than industry-leading conversations and software for your dealership.

Our world-class client experience and support teams are at your service and are dedicated to answering your questions, keeping you up to speed on our products, and ensuring you’re at peak performance.

We're real people focused on your dealership's success!

Dealers, was there ever a time when a vendor didn't provide prompt support when you needed it? What's important to you when it comes to vendor support?

We'd love to hear some thoughts/feedback/preferences from you all!

Cheers!
The AE Team

 

[Jeff Kershner]

What's important to you when it comes to vendor support?

I want support accessible via some type of chat/text communication tool - or even better, a tool such as Slack. Heck, I would even prefer video chat via Zoom. I hate having to call and possibly wait for support, then somehow stepping the support rep through the issue over phone. Most of the time it's pain in the A$$ and a waste of time.

However, utilizing a chat or messaging/communication tool allows you to not only have record of the conversation for reference but you can share links, files and screenshots of issues - making it way more efficient and less of a time suck. And with a video chat service like Zoom, you can share your screen and recording, making it much easier when needing to replicate an issue. If you're a technology provider or agency in the industry and offer phone support ONLY - you may want to reconsider.

Anyone agree?
Do you have any providers that offer support via chat/text/slack or Zoom video?

 

[BrendanHirstAE]

However, utilizing a chat or messaging/communication tool allows you to not only have record of the conversation for reference but you can share links, files and screenshots of issues - making it way more efficient and less of a time suck. And with a video chat service like Zoom, you can share your screen and recording, making it much easier when needing to replicate an issue. If you're a technology provider or agency in the industry and offer phone support ONLY - you may want to reconsider.

Anyone agree?
Do you have any providers that offer support via chat/text/slack or Zoom video

Excellent points!

Our Client Experience (CX) Team utilizes all of the above for their dealer support offerings. Heavily agree on providing more than just phone support. And in this era of the customer experience and digital age, it would be concerning if that was not offered — and likely harmful to your entire experience.

We also use Slack in our internal office communications, so we see the value there. It would be interesting to see dealer-specific Slack-based communications. Something we could certainly look into.

Ultimately, we'll do whatever works best for the dealer — we're flexible like that! Prompt response is key as well. As the video states, our CX Team averages less than 5 minutes for a follow-up. Dealers are quite happy with that

Truly live chat provides such a great value. Even Netflix has a live, dynamic chat team!

We would love to hear any more dealer-specific vendor support preferences from you all. Until then:

Cheers!
The AE Team