According to ResponseTap, 64% of consumers experience some level of frustration when companies only offer online customer support. This is hugely important given the fact that those who shop online also tend to voice their frustrations on social media and review websites, which can negatively affect a business’ reputation.
Given the current consumer credit strains and decline in sales, motorcycle dealers cannot afford to sacrifice any customers because of poor customer support. According to an an article published in DealerNews September 2014 issue, only two in 10 customers are approved for a vehicle loan. This means that there is no longer a sea of customers waiting to buy motorcycles like 10 years ago. Those days are gone.
To provide excellent or exceptional customer support, motorcycle dealers must be available online, in person, via telephone, on social media, and any other communication platform preferred by the consumers. Also, customer support should be available after regular business hours.