Marchex

Seattle,  WA 
United States
http://www.marchex.com


Focus on calls that matter – visit Booth 7253

Marchex understands your best customers are those who call your dealership: They know what they want and are close to purchase. Marchex dealer solutions help you optimize call handling, understand caller intent, and convert callers into car buyers and service customers. OEMs have chosen Marchex to provide key call metrics such as failed call rate and action alerts for missed opportunities.

Visit booth #7253 to review your current call metrics and learn best practices to optimize call handling. 


 Show Specials

  • (Dec 15, 2022)
    ¹Offer terms: Limited time offer. Must enroll before 2/28/2022 to qualify for one-month free promotional offer. Additional terms and restrictions apply. Marchex reserves the right to change promotion details at any time – contact dealersuccess@marchex.com for more information.

 Press Releases

  • Study Provides Actionable Insights Tied to Improving the Customer Experience

    SEATTLE--(BUSINESS WIRE)--Oct. 27, 2022-- Marchex (NASDAQ: MCHX), the award-winning AI-powered conversation intelligence company that helps businesses turn strategic insights into the actions that drive their most valued sales outcomes, today released findings from a major study (www.marchex.com/automotive-buyer-behavior) that analyzed more than 60,000 consumer-to-dealer phone conversations, from across the U.S., to assess the current state of car-buying.

    Global supply chain crises have transformed how U.S. consumers buy vehicles. With ongoing shortages, consumers are making clear that it is more important than ever that phone calls focused on vehicle availability precede traditional in-person dealership visits. That is, consumers want to call and have conversations with dealers ahead of visiting to simply find out what is available and at what price, or to understand how to purchase a vehicle. A previous Marchex study revealed that roughly 80% of consumers prefer to call and speak with a dealership sales representative ahead of visiting the dealership.

    Yet when shoppers try to connect over the phone with a salesperson is the point at which the customer experience frequently begins to erode. Marchex’s new study, titled “Car Buying is Evolving: How Dealers and Manufacturers Can Keep Up,” finds:

    • 16% of customers who call never connect to a sales representative. These are lost opportunities to close more business and protect the customer brand experience.
    • For those customers who do get through, 90% ask about the availability of certain makes and models; yet 60% of the time they do not get clear responses or a path to purchase the vehicle. This is attributable to conversation and communication breakdowns at both the manufacturer and dealer levels.
    • 40% of calls result in at least three breaches of trust, and leave customers feeling like agents are dismissive, not paying attention, or not taking the consumer requests seriously.

    With all that is new, the two primary questions asked during dealership sales calls and conversations remain the same:

    • Do you have the vehicle I want?
    • How much will it cost?

    Traditionally, dealerships that offered poor answers to these most basic questions have underperformed relative to the dealerships that were meeting the customers' expectations with transparent, straightforward answers. Today, according to Marchex’s study, the industry has gone backwards – yet this is not attributable to the dealerships only. Manufacturers must improve their communication efforts both with the consumers and in empowering dealerships to provide accurate information to their buyers.

    First and foremost, dealers and manufacturers must arm salespeople with the specific answers and data they need to address the primary questions customers are asking. These questions are largely known and simply require accurate, scripted answers. These must include details about availability and price, as well as how the ordering process now works. Getting the manufacturer and the dealership coordinated by communicating “as one” with the consumer are critical prerequisites toward building more trust and satisfaction for the consumer.

    “As car-buying processes continue to fundamentally change, dealerships and manufacturers consistently struggle in their communication tied to answering inquiries about availability and the vehicle-ordering process, leaving potential buyers frustrated and distrustful. They want to buy a car – yet they cannot get a straight answer as to how. In some cases, these bad experiences are convincing customers to defect from a particular brand,” said Matt MuilenburgMarchex Senior Vice President of Automotive. “This has important ramifications for both dealers and manufacturers, primarily tied to improving communication and creating a better customer experience. The good news is, much of this is correctable.”

    In addition to improving communication by both dealers and manufacturers, dealerships must fix their inbound phone call routing process. This is a root cause of why failed calls and conversations occur, with the primary factor being issues with the dealership's virtual attendant. Calls “fail” for a variety of reasons including:

    • Automated attendant abandon
    • Ring Transfer abandon
    • Hold Time abandon
    • Unanswered calls

    The study (www.marchex.com/automotive-buyer-behavior) provides additional details on these factors, as well as how to reduce failed calls and conversations with an approach that includes and considers People, Process, and Technology.

    About Marchex
    Marchex’s award-winning conversation intelligence platform, featuring AI-powered sales engagement and marketing solutions, helps businesses turn strategic insights into the actions that drive their most valued sales outcomes. Our multichannel voice and text capabilities enable sales and marketing teams to deliver the buying experiences that today’s customers expect. Marchex is the trusted conversation intelligence partner for market-leading companies in critical industries, including many of the world’s most innovative and successful brands.

    Please visit www.marchex.comwww.marchex.com/blog or @marchex on Twitter (Twitter.com/Marchex), where Marchex discloses material information from time to time about the company and its business.

    Marchex, Inc.
    Investor Relations
    Trevor Caldwell, 206-331-3600
    ir@marchex.com

  • SEATTLE--(BUSINESS WIRE)--Dec. 8, 2021-- Marchex (NASDAQ: MCHX), the award-winning AI-powered conversation intelligence company that helps businesses turn strategic insights into the actions that drive their most valued sales outcomes, today announced that it has received the 2021 “Product of the Year” award as part of Business Intelligence Group’s BIG Award for Business. The program evaluates and rewards companies, products and people that are leading their respective industries. This is the 9th award that Marchex and its conversation intelligence platform has received in 2021.

    Marchex Engage for Automotive is a multi-channel sales enablement solution that uses Marchex’s powerful artificial intelligence technology to empower automotive dealership sales teams to improve sales while delivering a better buying experience for consumers. It unlocks the content of conversations with automobile customers who have shown high purchase consideration and enables sellers to increase sales efficiency, take the right action to make the most of every opportunity, and sell more.

    “We are grateful to receive the ‘Product of the Year’ award, as it provides another validation of Marchex’s conversation intelligence leadership and the tireless work of our entire team to develop solutions that make positive bottom-line impacts for our customers every day,” said Ryan PolleyMarchex Chief Operating Officer. “We are excited for what 2022 will bring and look forward to unveiling additional innovations that will enable Marchex to continue setting the industry standard in conversational intelligence.”

    “We are so proud to reward Marchex for their outstanding 2021 leadership and achievements,” said Maria Jimenez, chief nomination officer of the Business Intelligence Group. “This year’s group of winners are clearly leading by example in the global business community.”

    About Marchex

    Marchex’s award-winning conversation intelligence platform, featuring AI-powered sales engagement and marketing solutions, helps businesses turn strategic insights into the actions that drive their most valued sales outcomes. Our multichannel voice and text capabilities enable sales and marketing teams to deliver the buying experiences that today’s customers expect. Marchex is the trusted conversation intelligence partner for market-leading companies in critical industries, including many of the world’s most innovative and successful brands.

    Please visit www.marchex.comwww.marchex.com/blog or @marchex on Twitter (Twitter.com/Marchex), where Marchex discloses material information from time to time about the company and its business.

    About Business Intelligence Group

    The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, business executives—those with experience and knowledge—judge the programs. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.

    Marchex, Inc.
    Investor Relations
    Trevor Caldwell, 206-331-3600
    ir@marchex.com


 Products

  • Marchex Engage
    Marchex Engage helps sales teams improve outcomes while delivering a better buying experience. It unlocks the content of conversations with buyers and enables sellers to increase efficiency, take the right action to optimize opportunities, and sell more....

  • Marchex Engage puts sales teams in control, enabling them to modernize the sales process and understand each customer’s intent, as well as conversation outcomes, using conversation intelligence.

    With Marchex Engage, sales teams can:

    • Focus their follow-up conversations on the highest-value leads using automatically generated action lists
    • Create deal-saving action alerts so a team specialist can save a lost sale after a conversation ends unsuccessfully
    • Free up sellers’ time by automatically updating the CRM system with enriched leads as sellers complete each inbound or outbound conversation
    • Drive accountability and ensure their sellers follow up on leads
    • Have reality-based coaching discussions with their sellers following recent sales conversations to improve the customer experience

    Let Marchex Engage help your team increase sales efficiency, boost sellers’ productivity, prioritize leads, and rescue lost sales, all while delivering a better buying experience.


 Additional Info

This company does business in international markets.
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