automotive
How to engage the new automotive consumer market
Millennials buy cars, but they have different priorities than previous generations when purchasing big-ticket items.
  • INDUSTRY STATS

    INDUSTRY STATS

     

    • Deal value of Automotives have increased by 60% in 2015 up to $62.1 billion, the highest value of deals in 16 years

    • Only half 50% agree their operations are currently designed to adapt to changing customer needs.

    • Only 2% of all customers currently receive service updates via text message or email

  • KNOAH RESULTS

    KNOAH RESULTS


    • Knoah’s clients’ customers increased to 180 from 8 in 2 years from the start of the partnership

    • One of our client’s customers moved up from rank 20 to rank 1 as the best dealership after implementing Knoah’s actionable feedback

  • OUR SERVICES

    OUR SERVICES


    • Tech Support

    • Customer Care

    • Billing, Retention, Collection

    • Online Engagement

    • Sales, Cross-Selling, Up-Selling

    • Customer Loyalty Management

    • Back office services

  • WE HELP YOU

    WE HELP YOU


    • Offer Multi-channel support solutions

    • Achieve better KPIs at lower cost

    • Reduce leakages with our proven operational processes

    • Engage customers with industry specific expertise

    • Reduce customer support costs with right engage solutions

Industry Overview – Automotive

How to engage the new automotive consumer market

Like it did to many industries, the 2008 recession hurt the automotive market.

Recently, the numbers are looking better, and companies can maximize profits by operating with the lessons they learned through lean periods.

Outsourcing and automation continue to be popular cost-effective methods for automotive manufacturing. Instead of moving production to a single location, brands segment manufacturing creating final products built in many countries. Production can get more detailed as manufacturing machines have become smaller and able to do more things (1).
Data collection becomes paramount to automated production routines because modern consumers demand more visibility. The National Highway Traffic Administration said 2014 was a record year for car and truck recalls, and the numbers should continue to climb (2). Real-time data from production processes helps backtrack automobile issues and provides consumers and regulators with necessary information.
Many believed millennials were uninterested in buying cars, but as the economy improved, it became apparent this was untrue. Consumers in their early 20s and mid-30s not only buy automobiles, but will also pay for smart features, eco-friendly options and innovative add-ons.

  • In 2000, the U.S. sold 17.4 million products and that record was broken in 2015.
  • Between 2014 and 2015, U.S. auto sales increased 14%.
  • Auto sales in China grew 11% between June 2015 and 2016.
  • Modern sales are driven by individual buyers. In 2014, Millennials accounted for 12% of car buyers. In 2015, that number jumped to over a quarter of the market.
  • Millennials are expected to make up 40% of automobile consumers by 2020.
  • The Global Collaborative Manufacturing Robots Market will see a compound annual growth rate of 43% between 2016 and 2022.
  • In the first three-quarters of 2015, there were 141 automotive recalls which included 34 million vehicles.
  • 15% of automotive recalls were caused by software issues in 2015.

          *Source – Multiple industry reports and online resources

Audiences that once seemed uninterested now buy products through new purchasing journeys.

Millennials are very likely to do research when shopping for expensive items like automobiles. They prefer self-service educational materials available over the internet, but they’ll want to talk to brand representatives when it comes time to make a decision (7).

Making information collected through manufacturing visible is paramount to modern consumer engagement. Production details must be ready along with financing options and contract terms. This data must be available on multiple platforms as millennials use a variety of devices to research a purchase and make contact with a company. This means offering chat on websites, mobile communications, social media representatives and optimal call center strategies.

  • In 2015, 43% of millennials said they planned to purchase a car in the next 5 years or showed interest.
  • 55% of consumers will pay more for products that are eco-friendly and/or manufactured by socially conscious brands.
  • 79% of overall consumers said they do online research before purchasing a car or truck.
  • 95% of Millennials said they research cars online before making a purchase.
  • 40% said they prefer self-service research options.
  • “Valuing time” was the most important driver of care satisfaction for 71% of consumers.
  • Millennials are only willing to spend 10 minutes waiting for customer call center resolution.
  • 25% expect a response within 10 minutes of reaching out to a brand on social media, 30% want the same from text messaging.

          *Source – Multiple industry reports and online resources

Technology and Product Innovations

Auto brands operating in the U.S. and around the world have to prepare for a generation of consumers raised in the information age.

As companies manufacture and sell innovative products to appeal to socially conscious audiences, they need to market offers and communicate with buyers using accurate data.

A third-party consumer care specialist can take a complete look at an organization’s different branches and meet the needs of various levels. This is especially effective when a global supply chain creates different demands for each market. Being available 24/7 on as many popular channels as possible is always a best practice. A professional consumer care partner can provide consistent dependable answers for new audiences, during recalls or when bringing new products to market.

Knoah is recognized as a leading global provider of BPO and Contact Center Outsourcing Services by such bodies as International Association of Outsourcing Professionals (IAOP). We provide comparable services with the same outstanding results as huge corporations, but because of our size, we can offer more flexible, responsive interactions with our clients. This creates a much more effective partnership. As a leading provider of Business Process Outsourcing, we deliver customer facing services which include voice, email, social media and chat support as well as non-customer facing services such as data/order entry and 3rd Party Agent QA services.

Industries We Serve

Our Global and Fortune 500 Clients Trust Their Brands to Us!

We have gained capabilities and experience across a wide range of industries, while developing tenured relationships that span 8+ years with some of the world’s most respected brands.

  • Consumer Electronics

    Exceed your consumers’ expectations with better customer care solutions on every step of their journey.

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  • ISP Broadband

    Customer data can be one of the most dependable source of information in an industry built on innovation.

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  • Telecommunications

    Our outstanding services help you increase satisfaction and reduce churn.

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  • Retail Ecommerce

    We believe in exceeding customer expectations with our superior - and proven - customer care solutions.

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  • Travel Hospitality

    Whether traveling for business or pleasure - our services guarantee consumers associate your name with a successful trip.

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  • Energy Utilities

    Customer service is a top priority for utility companies that must comply with security standards and respond to modern consumer needs.

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  • Insurance

    We understand how to address your challenges to meet your needs.

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  • Automotive

    Millennials buy cars, but they have different priorities than previous generations when purchasing big-ticket items.

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  • Manufacturing

    The information age means consumers want to know where products come from, how they work and the brand behind merchandise.

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