IRVING, Texas — Software provider DealerSocket this week announced it has made massive investments over the past several months in its customer support team and across all aspects of how the company services customers. The investment was made as the company continues to focus on growth and also continues to invest in several major software enhancements.
DealerSocket has been hiring and training additional customer success managers and customer service engineers nationwide to support the company’s thousands of dealer customers. The firm has also invested in redeploying its customer success managers in the field. The goal of the customer success managers are to ensure dealers are utilizing DealerSocket's software to its full potential and to be their trusted advisors, officials said.
“We’ve intensified our focus on delivering top-level customer service, including answering questions and supporting our customers, which our customers deserve,” said DealerSocket COO Jose Arcilla. “The best way to ensure our customers are well cared for is to demonstrate our customer-centric approach in everything we do at DealerSocket.”
DealerSocket also made significant investments in its phone support teams and technology. Company officials said the firm has reduced call center wait times down to an average of less than a couple of minutes before a call is answered.
Additionally, DealerSocket has made significant investments in self-service support by enhancing its DealerSocket University, which provides easy hands-on training for the company’s products.
“DealerSocket is fully committed to our customers. We are investing in all aspects of our support model as well as in our software to continue to build innovative functionality to serve our dealers," said Sejal Pietrzak, president and CEO of DealerSocket. “Our goal is to always be our customers’ trusted advisor, and we do that by providing outstanding service and understanding that every action we take benefits our dealers and helps them become more successful.”