With the rise of smartphones & tablet solutions it is getting more and more common for Telecom companies to provide support service on the usage of these devices (not only FAQ or video, but real in-store live help and education). An other good example could be Apple (maybe the most famous one) , they also provide support in the form of one to one training for the customers, to help them in the usage of their hardware & software.
Lexus is the first in the automobile industry, who realize the importance of this kind of consultation & support services.
The reason is that the equipments build in the cars and the combination of them with the different smartphones are getting more and more complex for the customers. More and more question they ask about how to operate, maintain and upgrade these solutions.
“With the advent of more technology in luxury cars, customers often have questions about their navigation system, establishing a Bluetooth connection for their phone or managing other telematics systems,” explains Mark Templin, Lexus group vice president. “While we’re happy to answer their calls, we think it will be much more beneficial to have experts at our dealerships who can establish and maintain relationships with customers to answer any questions about their cars.”
“Lexus customers are becoming more and more technologically savvy and we want our dealership associates to be able to communicate effectively with them throughout the sales, delivery and ownership process,” says Vince Salisbury, Lexus College dealer training manager. “Customers can access the information on their own, come in to the dealership or contact their dealership via phone, e-mail or iPad to get the answers they need. The idea is to give them what they want, when they want it, and how they want it.”