Marchex Adds to Its Industry-Leading Auto Dealership Solutions with Engage for Service
Marchex (NASDAQ: MCHX) has launched Engage for Service, a new AI-powered conversational intelligence solution for auto dealerships' service centers. The solution aims to enhance customer engagement, boost revenue, and increase lifetime customer value.
With service centers handling about 50% of all inbound calls, the solution addresses key challenges including cost disputes, scheduling conflicts, missed calls, repairs miscommunication, and long wait times. Key features include:
- Service appointment booking optimization
- High-value opportunity alerts via email/SMS
- Comprehensive interaction surveys with CSAT scoring
- Reputation rescue alerts for negative experiences
The solution complements Marchex's existing automotive suite, which includes Engage for Automotive Sales and Marketing Edge, designed to help dealerships optimize media spending and enhance sales productivity.
Marchex (NASDAQ: MCHX) ha lanciato Engage for Service, una nuova soluzione di intelligenza conversazionale potenziata dall'IA per i centri di assistenza delle concessionarie auto. La soluzione mira a migliorare l'engagement dei clienti, aumentare le entrate e incrementare il valore del cliente nel tempo.
I centri di assistenza gestiscono circa il 50% di tutte le chiamate in entrata, e la soluzione affronta sfide chiave tra cui controversie sui costi, conflitti di programmazione, chiamate perse, incomprensioni nelle riparazioni e lunghi tempi di attesa. Le caratteristiche principali includono:
- Ottimizzazione della prenotazione degli appuntamenti di servizio
- Avvisi di opportunità ad alto valore tramite email/SMS
- Sondaggi completi sulle interazioni con punteggio CSAT
- Avvisi di salvataggio della reputazione per esperienze negative
La soluzione si integra con la suite automobilistica esistente di Marchex, che include Engage for Automotive Sales e Marketing Edge, progettata per aiutare le concessionarie a ottimizzare la spesa media e migliorare la produttività delle vendite.
Marchex (NASDAQ: MCHX) ha lanzado Engage for Service, una nueva solución de inteligencia conversacional impulsada por IA para los centros de servicio de concesionarios de automóviles. La solución tiene como objetivo mejorar la interacción con el cliente, aumentar los ingresos y aumentar el valor del cliente a lo largo de su vida.
Con los centros de servicio manejando aproximadamente el 50% de todas las llamadas entrantes, la solución aborda desafíos clave que incluyen disputas de costos, conflictos de programación, llamadas perdidas, mala comunicación sobre reparaciones y largos tiempos de espera. Las características clave incluyen:
- Optimización de la reserva de citas de servicio
- Alertas de oportunidades de alto valor a través de email/SMS
- Encuestas de interacción completas con puntuación CSAT
- Alertas de rescate de reputación para experiencias negativas
La solución complementa la suite automotriz existente de Marchex, que incluye Engage for Automotive Sales y Marketing Edge, diseñada para ayudar a los concesionarios a optimizar el gasto en medios y mejorar la productividad de ventas.
Marchex (NASDAQ: MCHX)는 자동차 대리점의 서비스 센터를 위한 새로운 AI 기반 대화형 인텔리전스 솔루션인 Engage for Service를 출시했습니다. 이 솔루션은 고객 참여를 향상하고, 수익을 증가시키며, 고객의 평생 가치를 높이는 것을 목표로 합니다.
서비스 센터는 약 50%의 모든 수신 전화를 처리하며, 이 솔루션은 비용 분쟁, 일정 충돌, 놓친 전화, 수리 의사소통 오류 및 긴 대기 시간과 같은 주요 문제를 해결합니다. 주요 기능은 다음과 같습니다:
- 서비스 예약 최적화
- 이메일/SMS를 통한 고부가가치 기회 알림
- CSAT 점수가 포함된 포괄적인 상호작용 설문조사
- 부정적인 경험에 대한 평판 구출 알림
이 솔루션은 Marchex의 기존 자동차 제품군을 보완하며, 여기에는 자동차 판매 및 마케팅 엣지를 위한 Engage가 포함되어 있어 대리점이 미디어 지출을 최적화하고 판매 생산성을 높이는 데 도움을 줍니다.
Marchex (NASDAQ: MCHX) a lancé Engage for Service, une nouvelle solution d'intelligence conversationnelle alimentée par l'IA pour les centres de service des concessionnaires automobiles. La solution vise à améliorer l'engagement des clients, à augmenter les revenus et à accroître la valeur à vie des clients.
Avec les centres de service traitant environ 50% de tous les appels entrants, la solution aborde des défis clés tels que les litiges de coûts, les conflits de planification, les appels manqués, les malentendus concernant les réparations et les longs temps d'attente. Les caractéristiques clés comprennent :
- Optimisation de la prise de rendez-vous pour le service
- Alerte d'opportunités de haute valeur par e-mail/SMS
- Sondages d'interaction complets avec notation CSAT
- Alerte de sauvetage de réputation pour les expériences négatives
La solution complète la suite automobile existante de Marchex, qui comprend Engage for Automotive Sales et Marketing Edge, conçue pour aider les concessionnaires à optimiser leurs dépenses médias et à améliorer leur productivité commerciale.
Marchex (NASDAQ: MCHX) hat Engage for Service eingeführt, eine neue KI-gestützte Lösung für konversationelle Intelligenz für die Servicezentren von Autohäusern. Die Lösung zielt darauf ab, die Kundenbindung zu verbessern, den Umsatz zu steigern und den Lebenszeitwert der Kunden zu erhöhen.
Da die Servicezentren etwa 50% aller eingehenden Anrufe bearbeiten, adressiert die Lösung wichtige Herausforderungen, darunter Kostenstreitigkeiten, Terminüberschneidungen, verpasste Anrufe, Missverständnisse bei Reparaturen und lange Wartezeiten. Zu den Hauptmerkmalen gehören:
- Optimierung der Terminbuchung für den Service
- Benachrichtigungen über hochpreisige Chancen per E-Mail/SMS
- Umfassende Interaktionsumfragen mit CSAT-Bewertung
- Alarmmeldungen zur Rufrettung bei negativen Erfahrungen
Die Lösung ergänzt die bestehende Automobilsuite von Marchex, zu der auch Engage for Automotive Sales und Marketing Edge gehören, die darauf ausgelegt sind, Autohäusern bei der Optimierung der Medienausgaben und der Steigerung der Verkaufsproduktivität zu helfen.
- New AI solution targets service centers representing 50% of dealership inbound calls
- Enables recovery of missed high-value service opportunities
- Provides comprehensive customer satisfaction tracking for all interactions
- Allows proactive management of negative customer experiences
- None.
Insights
Marchex's Engage for Service launch represents a strategic expansion of their AI-powered conversational intelligence technology into a critical revenue center for auto dealerships. This solution specifically targets service departments, which handle approximately
The product addresses several high-impact pain points that directly affect dealership profitability: missed appointment bookings, poor service writer performance, insufficient customer feedback, and reputation management. By focusing on converting more calls into actual repair orders and providing AI-generated insights about customer interactions, the solution has a direct line to revenue generation for dealerships.
This launch strengthens Marchex's automotive vertical strategy by creating a more comprehensive solution suite that now spans both sales and service operations. This integrated approach typically increases client switching costs and improves retention. The service department focus is particularly strategic as it represents recurring revenue opportunities throughout a vehicle's lifecycle, not just at the point of sale.
What makes this notable is how it leverages AI to solve specific operational challenges rather than just providing general analytics. The ability to generate CSAT scores for every customer interaction (not just those who complete surveys) and provide real-time alerts for high-value missed opportunities could significantly impact dealership operations.
While the announcement lacks specific revenue projections or pricing details, the strategic positioning to capture more value from a core dealership profit center indicates positive long-term potential for Marchex in the automotive vertical.
New AI-powered conversational intelligence solution helps auto service departments recover missed opportunities, boost revenue, and increase life-time customer value.
Auto service centers are the backbone of dealerships, handling approximately
For auto dealerships, it is critical to maximize the opportunity found in every customer conversation. Marchex’s new Engage for Service delivers powerful capabilities including:
- Boost Service Appointment Bookings: Turn more calls into scheduled service appointments, ensuring customers receive the service they need. Identify poor service writer performance so you can more effectively train staff and increase the number of repair orders (ROs).
- High-Value Opportunity Alerts: Receive timely alerts (via email or SMS) on missed high-value appointment opportunities, including the AI-generated summary detailing the service discussed and why an RO was not set.
- Survey Every Interaction: Most customers do not complete surveys, leaving an incomplete picture of customer perception. Marchex Engage provides a CSAT score, and seven other important sentiment factors, on every conversation for a complete picture of the customer experience.
- Reputation Rescue Alerts: It takes years to build trust with a customer, and only one bad experience to damage it. Marchex Engage allows alert setting for when a customer has a negative experience so you can quickly follow up with the disgruntled customer before they post a negative dealership review.
"The launch of Engage for Service underscores our commitment to providing dealerships with the solutions they need to increase revenue, reduce customer churn, and increase the value of a dealership’s brand," said Troy Hartless, Chief Revenue Officer at Marchex. “This new AI-powered solution will significantly help drive more ROs while increasing customer lifetime value."
The Marchex suite of solutions for automotive dealers, including Marchex Engage for Automotive Sales and Service, and Marketing Edge, equips dealerships to optimize media spending, increase sales productivity, and deliver better overall service experiences.
For more information about Marchex automotive solutions, please click here.
About Marchex
Marchex harnesses the power of AI and conversational intelligence to provide actionable insights aligned with prescriptive vertical market data analytics, driving operational excellence and revenue acceleration. Marchex enables executive, sales, and marketing teams to optimize customer journey experiences across communication channels. Through our prescriptive analytics solutions, we enable the alignment of enterprise strategy, empowering businesses to increase revenue through informed decision-making and strategic execution. Marchex provides conversational intelligence AI-powered solutions for market-leading companies in leading B2B2C vertical markets, including several of the world’s most innovative and successful brands.
Please visit http://www.marchex.com/, www.marchex.com/blog or @marchex on X (formerly Twitter) (x.com/Marchex), where Marchex discloses material information from time to time about the company and its business.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250402892768/en/
Public Relations
Scott Rupp
srupp@marchex.com
Marchex Investor Relations
Trevor Caldwell, 206-331-3600
ir@marchex.com
Source: Marchex
FAQ
What are the main features of Marchex's (MCHX) new Engage for Service solution?
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What percentage of auto dealership inbound calls are handled by service centers according to Marchex (MCHX)?
What key issues does Marchex's (MCHX) Engage for Service address in auto service centers?
