While clients are occupied with getting their auto transport quote and having their car picked up and dropped off, a lot is happening behind the scenes. The great fleet of carriers and the seasoned team of drivers aren’t the only ones that make an auto transport company what it is, and even though they count for a great portion of the company’s success, it doesn’t only rely on them.
Behind the scenes, a team of support agents makes life easier for carrier drivers, clients, and everyone involved in the auto transport process. This article will highlight who support agents are, their essential responsibilities, and why they are important to a company.
Who is a Support Agent?
An organization’s interface acts as a support agent; it Is responsible for contacting customers, answering their questions, and addressing their problems. Support agents are assigned different tasks depending on the company’s specialty; nonetheless, all support agents must possess certain qualities, like the capacity to multitask, be patient, empathic, and speak clearly.
These skills are critical in a support agent, as they will facilitate handling the challenging tasks assigned to them.
Key Responsibilities of a Support Agent in an Auto Transport Company
Answering Clients’ Questions
Many people are ignorant of the technicalities of auto shipping, even though auto transport services are more in demand than ever and are being employed by more car owners. Thus, when someone decides to deal with a car transport firm for the first time, it is the support agents’ responsibility to answer all their questions.
Not only new clients might have questions, but old clients and those familiar with the service can be increasingly curious about the ins and outs of the auto transport process, and answering them is also on the support agents
Processing Orders
Placing auto transport orders is possible in two ways; one is the traditional way, where a client provides information about their vehicle and the shipments through email or phone, which requires human interaction. The other is using the free cost calculator most auto transport companies integrate into their websites currently; this one doesn’t require human interaction.
Despite having online auto-shipping cost calculators, many clients prefer to get on the phone with a support agent to discuss the pricing. Agents must collect all the information and use their experience and industry pricing to develop competitive pricing that would satisfy the client and generate profits for the company.
Tempus Logix, a reliable auto transport company, is one of the companies that implemented AI tools for completing challenging tasks such as cost calculations. Still, the company has an experienced team of support agents ready to support clients at different phases of the auto-shipping process.
Although artificial intelligence can bring many advantages to the auto shipping industry, the human factor greatly influences a company’s success.
| Platform | Reviews | Rating |
|---|---|---|
Google
|
1,823 reviews |
⭐⭐⭐⭐⭐ 4.9 / 5
|
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BBB
|
122 reviews |
⭐⭐⭐⭐⭐ 4.95 / 5
|
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TransportReviews
|
428 reviews |
⭐⭐⭐⭐⭐ 5 / 5
|
Trustpilot
|
630 reviews |
⭐⭐⭐⭐⭐ 4.9 / 5
|
Analyzing Customers Positive and Negative Feedback
Past clients’ reviews are something that companies from all specialties eagerly seek and brag about. Positive feedback could encourage potential clients and tempt them to hire a service provider. So, collecting reviews and following up with clients are some of the most critical responsibilities for a support agent. Those agents, in addition, must reflect a positive image of the company in how they reply to feedback.
Pleasing everyone is indeed impossible, and all auto transport companies will get some negative comments now and then; so, a support agent, in this stage, must act smartly by picking the right words and knowing how to compensate a client.
Handling Complaints
Annoyed clients don’t only express their feelings in the review section; some can send emails or call the support agents complaining about a flaw in the service or a disagreement with the carrier driver.
In such a scenario, a seasoned support agent’s job is to make it up for the client while preserving the company’s positive image. It’s worth noting that many clients decide whether to continue collaborating with a company or look for another based on their support agents’ handling of their complaints.
Retaining Customers
Support agents are the first and most probably the last point of contact between the company and the clients. So, they must represent the auto transport company they work for fairly and ensure they leave the right, positive impact.
When a support agent professionally interacts with customers, answers their questions comprehensively, and empathizes with them, they retain them. It’s worth noting that many auto transport companies offer very generous discounts that might arrive at 12% for returning clients, Tempus Logix, as an example.
The Bottom Line
Support agents are the ones who say the first and last word about a company. So, clients must keep an open eye on the agents they contact, and companies, as well, must be picky when it comes to their support agents’ teams, as their success is very much dependent on them.
