Chorley Group has introduced a digital response team to deal with online sales enquiries.
The new team, headed up by Rachel Sharples and Joanne Mount, promises to answer customer enquiries on Facebook, Twitter and the company’s website within three minutes.
Operating from 9am to 11pm seven days a week, the team will answer questions, arrange test drives and offer video presentations to help buyers make an informed decision about a car.
Chorley Group’s sales director Adam Turner said: “Car buying is changing and we wanted to make sure we could offer the same high quality customer service we provide in our dealerships to our online customers.
“That means being able to provide a rapid online response to queries at a time that’s convenient to potential buyers.
“Our customers are really taken aback that they get a reply and conversation at a time that suits them. We have to make sure we continue to evolve and offer consumers what they want so we can remain at the forefront of the car sales market.
“Our next step will be to introduce WhatsApp functionality so customers can simply message us there and receive instant replies to their queries.”
Turner said Sharples and Mount were given a flexible role to give them more time with their family.
He said: “We’re a family firm and our staff are members of that extended family. We strive to create a work environment which supports our staff and helps them give their best.
“Rachel and Joanne both come from a background in sales and fleet within Chorley Group, and wanted to have a better work life balance with hours that work around their family commitments.
"Being part of the digital response team has given them the ideal role, making the most of their skills and knowledge but offering a flexible working pattern that fits in with family life.”
Pictured: (L) Rachel Sharples from the digital response team, Adam Turner sales director and Joanne Mount, digital response team.