5 questions with a Moneypenny Automotive PA

Emily Griffiths; Moneypenny Automotive Team Leader

As the UK’s leading Telephone Answering and Live Chat provider, Moneypenny support hundreds of automotive businesses. 

Today, we’re trusted by some of the sector’s biggest brands, such as Mitsubishi, BMW, and Mazda, to deliver exceptional service around the clock. Our specialist PAs look after calls and chats 24 hours a day, 7 days a week.

So, what does a day in the life of a Moneypenny Auto PA involve? We spoke to Team Leader, Emily Griffiths, to find out!

Q: What does your typical day as an Automotive PA involve? 

Emily:  I handle calls on behalf of over 30 large dealerships, so every day I speak to a huge range of different people!

Some callers are looking to arrange a test drive, others want to book their car in for a service, and some might be asking about the latest finance deals on a model they’re interested in.

I take all the key details and send them across to the relevant staff member straight away. Our clients love us because they know that whether they’re out for lunch, dealing with a customer or busy with paperwork, I’m always here to make sure they never miss an enquiry.

When I’m not taking calls, I’ll be managing my clients’ diaries, making sure they’re always up to date – whether that’s by adding the latest opening hours, holidays or staff changes. I’ll also respond to my clients’ emails whenever they have a question or an update they want to tell me about

As a Team Leader, I regularly check in with my team of Auto PAs, tending to any queries or questions they might have.  A happy team makes for happy clients!

Q: What do you enjoy most about being an Auto PA? 

Emily: The thing I find most rewarding about my role is the relationships I am able to build with my clients. I speak with them on a regular basis and this allows me to build a great rapport.

Q: Why do you think your automotive clients value a telephone answering service?

Emily: A telephone answering service is super important to my clients. They might have several branches to manage, each with its own departments like Sales, Body Shop and Service, and they need to make sure that every caller gets the same friendly, professional service.

I can also make sure that they never miss an enquiry, no matter how busy the dealership gets or what time a customer calls. We know that 69% of callers won’t leave a voicemail message, so having a friendly voice to answer the phone is essential.

My clients also love all the business intelligence they can access via the Moneypenny Portal and App. They can see how many people called, what time of day, even the specific branch, department, and salesperson!

Q: How do you feel automotive businesses can benefit from having Live Chat? 

Emily: Having Live Chat is a huge advantage for dealerships.

At Moneypenny, we often say that a website without Live Chat is like a shop without an assistant, and in my job, I can see just how true that is!

At any time during the day, a customer can get in touch and query a car they may have seen advertised online, without having to wait on a response or pop into the showroom.

Q: What one customer service tip would you give to car dealerships?

Emily: My one tip would be for dealerships to make sure they fully understand their calls. That means how many calls they’re receiving, who’s calling and the nature of each enquiry.  Once they know this they can take steps to make sure that no leads are missed.

At Moneypenny, we always offer customers a free trial before they sign up. This can be a real eye-opener for auto businesses, giving them the hard data on just how many calls they are missing and the times when they most need support.

If anyone’s not sure whether Moneypenny can help their business, I would say just give us a try! After all, you have nothing to lose.

Want to learn more? To find out more about Moneypenny’s automotive answering service, just click here, or call us on 0333 202 1005.