Marchex, a leader in AI and conversational intelligence, announces an expanded partnership with FordDirect. Building on the success of Marchex Spotlight, FordDirect will now offer Marchex Engage for Sales and Service to nearly 3,000 Ford Dealers and Lincoln Retailers nationwide. This integration empowers dealerships with AI-driven insights to maximize sales, enhance service, and improve customer experiences.
Benefits of Marchex Engage for Sales and Service
1. Lead Outcome Analysis
- Tracks whether customer conversations lead to appointments, sales, or leads, providing visibility into conversion rates throughout the sales funnel.
2. High-Value Opportunity Alerts
- Delivers real-time alerts on missed sales and service opportunities, enabling teams to quickly re-engage potential customers and recover revenue.
3. Customer Topics Insight
- Identifies emerging customer needs and concerns to keep teams proactive and aligned with market demands.
4. Customer Satisfaction Scoring
- Provides real-time sentiment analysis to enhance service quality, address issues proactively, and boost overall customer satisfaction.
5. Revenue Growth
- Reduces failed calls and captures more sales and service opportunities by ensuring potential leads are managed effectively from the first call through to service completion.
Operational Impact
- Actionable insights optimize staffing and operations based on call traffic and customer needs.
- Performance issues are quickly identified, allowing targeted coaching to improve team effectiveness.
- Helps increase repair order appointments and grow service revenue through enhanced customer engagement.
Executive Quotes
Troy Hartless, Chief Revenue Officer, Marchex:
“We are pleased to expand our partnership with FordDirect to provide actionable insights essential for revenue growth and operational excellence. Marchex Engage equips Ford and Lincoln dealerships to better understand customer needs, increase sales, boost service traffic, and enhance lifetime customer value.”
Dean Stoneley, CEO, FordDirect:
“FordDirect is proud to expand our partnership with Marchex to bring AI-powered Engage for Automotive into our nationwide dealer network. This collaboration delivers unmatched insights into customer interactions, helping improve dealer performance, spot trends, and drive customer satisfaction.”
The expanded partnership between Marchex and FordDirect brings cutting-edge AI conversational intelligence to thousands of dealerships nationwide. By turning customer conversations into actionable insights, dealerships can boost revenue, optimize operations, and deliver superior customer experiences.
