Interview: Drivim, now closer to its customers

This week we spoke with Natalia, who works at Drivim, and she tells us about her experience with Lead2Team. Drivim is a group of Official Dealerships and Workshops representing leading brands in the automotive sector, such as Citroën, Opel, DS Automobiles, among others.

Hi Natalia, thank you for having us. Could you tell us what your role is at Drivim?

It’s a pleasure to be with you!

I work in Drivim’s marketing department. I’m focused on customer experience, so my goal is for our customers to have a fantastic experience with us.

What sparked your interest in Lead2Team? 

We saw the Lead2Team Widget installed on another company’s website and we really liked the interface and what it conveyed to the customer. It makes it easier to get in touch with the sales or after-sales rep, which helps us humanize the experience users have when they browse our website and need advice on buying a car or arranging a lease.

«It makes it easier to get in touch with the sales or after-sales rep. Which helps us humanize the website.«

What has using this new way of contacting customers brought you?

At Drivim we made a very strong digital commitment years ago and  we like to stay up to date with new technologies for serving customers.

Since Covid, we have strengthened online sales to offer our consumers the greatest possible convenience and build their confidence in the digital space, which is why we saw the need to implement a tool that would let us give visibility to our sales team.

For us, Lead2Team means elevating digital communication to bring warmth to the customer. Ultimately, it’s about making customers feel just as looked after whether they buy in person or want to do it online.

«Lead2Team means elevating digital communication to bring warmth to the customer.»

How do you use it? 

We have the widget installed on our rent a car pages and on the workshop and vehicle appraisal sections, to see the impact it has in departments beyond sales and on lead generation landing pages.

It was very quick to install, and it gives us a lot of flexibility. We can keep adjusting it to our needs, change the advisors, customize departments, and experiment with the contact channels to see how our customers respond.

It’s perfect for complementing our marketing strategy.

What do you like most?

I like that it’s such a versatile tool. It’s several widgets in one, because it lets you create teams and filter to show a different team on each page. For example, if you’re on the workshop page, you’ll only see the workshop department. I find this really useful — showing customers only what adds value for them.

And the leads we receive are much more personal. When users leave their details in a form and don’t know who it will reach or who will assist them, they tend to write in a cold way.

Now, however, since they can contact a sales rep, we receive much warmer messages, such as:  “Manuel! What a surprise to see you here — years ago you helped me buy a car. Now I’m looking for a new vehicle for my son.”

Being able to build these relationships through a computer screen strikes me as remarkable.

«When someone fills in an impersonal form, they tend to write in a cold way. Now, however, we receive much warmer messages.»

What kind of people do you think benefit most from Lead2Team?

Our customers, without a doubt.

It’s easier than ever for them to contact us, and on channels they use every day like WhatsApp.

And this gives them a lot of freedom; ultimately what the customer wants is to contact a company but also carry on with their life.  You don’t force them to sit waiting for a reply in a chat window.

«Ultimately what the customer wants is to be able to make contact but also carry on with their life.  You don’t force them to sit waiting for a reply in a chat window.»