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Autobytel.com Customer Service Leads the Automotive Pack
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| Automotive e-commerce leader wins the 2001 CRM Grand Prix Award for Customer Service Excellence by E-mail, outperforming all other automotive companies surveyed |
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| Updated |
Jul 7, 2004 20:36:42 |
| Rating |
 16 ( -2 -12.5% ) |
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Description:
Irvine, CA-June 19, 2001 - Autobytel.com's (Nasdaq: ABTL) customer service team has once again been recognized for its outstanding service. This week, the company won the 2001 CRM Grand Prix Customer Service Award for Customer Service Excellence by E-mail, winning over manufacturers and other online buying services in the automotive sector. Awarded by Teleperformance International, the largest international telemarketing network in the world, the awards are in their 13th year globally but this is only the second year that e-mail excellence has been recognized.
"Without question, customer service is one of the most important aspects of our business. Our goal from day one has been to raise the bar in the automotive industry, to make the car buying process as pleasant as possible," said Mark Lorimer, Autobytel.com President and CEO. "It's gratifying to be singled out as the company offering top support to those that contact us via e-mail."
Autobytel.com's Consumer Care Specialists answer over fifteen thousand incoming e-mails and respond to over five thousand phone calls per month; e-mails are answered on average within twenty-four hours and each inquiry is followed up until a complete resolution is reached.
"We clearly recognize that a happy customer is our best advertisement," said Girina Dong, Vice President, Customer Service WOW. "Whether it's assisting consumers in placing an online classified ad or acting as a mediator between consumer and dealer, our job is to make the car buying experience as pleasant as possible in order to keep our customers coming back to our site."
The 2001 CRM Grand Prix Customer Service Awards competition honored recipients across twelve different industries in the United States including Nordstrom.com, Pepsi-Cola, IBM, Hertz, Delta Air Lines, and Sprint PCS. Mystery e-mails were sent to the companies surveyed. Measurements included ease of access to the e-mail mechanism, response time, identification of the respondent, personalization of the response, spelling, style, content, commercial awareness, politeness and follow-up. The first Grand Prix Customer Service Awards were given in 1988, as a way of measuring customer service standards offered by businesses to consumers.
Autobytel.com's customer service department was also ranked among North America's Top 50 Customer Service Companies. This list was determined by analysts at Feedback Direct. Hundreds of online and offline companies were tested and rated based on their performance over the phone, e-mail, live chat and frequently asked questions. |
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